Dealing with conflict can be difficult, but it’s an essential skill for anyone working in the hospitality industry.
Whether it’s a customer complaint, a disagreement with a co-worker, or a misunderstanding with a manager, conflicts can arise in many different forms. Knowing how to manage conflicts effectively can help prevent misunderstandings, improve relationships, and create a positive workplace culture.
So, What is Conflict Management?
It’s the process of identifying and resolving disputes or disagreements between individuals or groups. Conflict management involves a range of skills, such as effective communication, active listening, negotiation, and solution-seeking. These skills can be learned and developed over time with practice.
What Creates Conflict?
In the hospitality industry, conflicts can arise due to a variety of factors, such as stress, high-pressure environments, and customer complaints (negative reviews). Learning to manage conflicts effectively can help hospitality workers improve their relationships with colleagues and customers, reduce stress, and improve job satisfaction.
One way to manage conflict is to use active listening skills. Active listening involves fully engaging with the person speaking, paying attention to their body language, and responding with empathy. By listening actively, hospitality workers can better understand the other person’s perspective, which can help to de-escalate the conflict and find a resolution.
Another effective conflict management strategy is to focus on finding a win-win solution. Instead of trying to “win” the conflict, hospitality workers can work collaboratively with the other person to find a solution that works for both parties. This approach can help to build positive relationships and prevent future conflicts.
Here’s a real-life example: imagine a customer complaining about the quality of their food at a restaurant. Instead of becoming defensive or dismissive, the hospitality worker could use active listening to understand the customer’s concerns and work collaboratively with the kitchen staff to find a solution that satisfies the customer and ensures the quality of the food going forward.
Professional Training & Resources
There are many resources available to help hospitality workers develop their conflict management skills. In Australia, the Australian Hotels Association (WA) offers a range of training courses and resources for hospitality workers, including conflict management training. Additionally, the Fair Work Ombudsman provides information and resources on resolving workplace disputes.
Conflict management is an essential skill for anyone working in the hospitality industry.
By learning effective communication, active listening, and solution-seeking skills, hospitality workers can better manage conflicts and improve relationships with colleagues and customers.
With practice and training, conflict management can become a valuable tool for creating a positive workplace culture and ensuring job satisfaction.
De-escalation of Conflict & Connecting with Empathy
Check out our online support session exploring this topic with psychologist Chris Harris.