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Running Head: CONFLICT RESOLUTION 1

Topic: Conflict Resolution

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CONFLICT RESOLUTION

Conflict resolution

In the present world, there are all sorts of conflict, starting from our homes to the

workplace. The fundamental thing is how we deal with the issue having in mind that no party

involved in the dispute would want to be seen as inferior to the other person. At work is where

much of the problem is, especially when dealing with customers directly, and according to the

rule of business, one should always leave the customer happy and satisfied so that they can come

back again. As a director for food and beverage at Canyon Shadows Resort, there are adverse

situations that I have to deal with in most cases involving clients that are not satisfied with the

service received.

When considering the case of Vince and Beth, they selected the resort for their high-end

wedding reception. They asked for meals and booked a ballroom with patio overlooking golf

course so that their esteemed guests could enjoy the view and the play, which I, being the

director promised to deliver and make sure that they are all satisfied.

According to the present weather condition, it is impossible to provide patio because it is

windy which means there will be no people playing golf. At the same time, the light sprinkles

make it hard for both the golf players and the guests to be outside because they will be wet. In

that case, there is a conflict likely to emerge. Even though the weather is an external factor that

has chipped in to hinder our services, we as the resort are responsible for not delivering what we

promised (Furlong, 2005). The deal was that I, being the director of the resort make sure that

everything goes as planned and the guests are entertained to the fullest. According to the plans

and present conditions, all the other processes involved in the reception will go on smoothly thus

leaving the issue of patio and golf as the only hindrance.

CONFLICT RESOLUTION

On choosing the method to resolve this conflict, I adopt the A.B.C.D. strategy. The first

letter is standing for apologising early and often. In this scenario, even though factors affecting

the event are external, we owe the couple and the guests an apology. The best way that I can

resolve this conflict is reporting the matter early enough so that they can psychologically prepare

and understand that they will not get all they needed. The best way to communicate this message

is in person so that I can sincerely show how apologetic I am, instead of just making a phone

call, which many people take not serious (Tidwell, 2001). When looking the reception, they

came in person; therefore it would be polite of e just to make a visit early in the morning and

inform the couples of the problem we are experiencing at the moment. Apologizing first also

gives room for the couples to look for an alternative source of entertainment for their guests so

that their event could be memorable as they planned. When I go and apologise in person, I will

be able to advise on the best alternatives ways of entertainment that we can offer.

The second letter B stands for being present and attentive when listening to the other

party. This conflict involves the hotel and the couple, Vince and Beth, where the resort is not

able to deliver the services we promised. When trying to resolve this issue, being present and

accepting the company’s mistake is the first step. Secondly, listening carefully to the complaints

raised and the discomfort caused will help create a good picture for the couple that we are

apologising and we regret what happened (Lamber, 1999). At the same time, I will have time to

explain the causes of the conflict, and how I as the as a director for food and beverage at Canyon

Shadows Resort will make sure that we remedy the issue to avoid future inconveniences.

The third letter C stands or closing the loop. Every business aims to ensure that the

customers are always satisfied with the services received. In this case, Beth, Vince and their

CONFLICT RESOLUTION

guests will not be satisfied without the patio and watching the golf play which they desired. The

resort decided to return a section of the money to the couples that were paid for the entertainment

services (Avruch, 1998). There are recovery actions taken to ensure that one ask up for what the

customer lost. In this case, I will have to make a follow-up and see whether the couple and their

guests are delighted with the recovery actions or not, and what ore they desire.

The last letter D stands for doing ore that the client expects. When trying to solve this

conflict, the board of the resort and I decided to organise a movie theatre or the couple and their

guests. We refunded the entertainment money, but a movie will be used as an apology gift. We

as the hotel expects frowning from the couple because we could not meet their expectations, but

the best way to change that into a smile is giving them an apology gist so that they can smile and

come back next time.

CONFLICT RESOLUTION

References

Avruch, K. (1998). Culture & conflict resolution. Washington, D.C: United States Inst. of Peace

Press.

Furlong, G. T. (2005). The conflict resolution toolbox: Models & maps for analyzing,

diagnosing, and resolving conflict.

Lambert, J. (1999). 50 Activities for Conflict Resolution. Amherst: HRD Press.

Tidwell, A. C. (2001). Conflict resolved?: A critical assessment of conflict resolution. London

[u.a.: Continuum.

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