Part A

Task 1

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Delay in delivering the meal (reservations made online)
Preferred State No delay in meal prep. No customer complain
for meal delay
Common Ground No meal delay No meal delay
Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for Resolution: Option: Consequence:
Assign chef in rotation for Any staff (both kitchen and
the advance order on daily front of house) who will miss
1. Assigned one Chef per shift to
check and arrange orders made basis to be posted by the endorsing the advance order
in advance as posted in the front of house in kitchen via email and not posted in
kitchen bulletin board and as bulletin as acknowledged kitchen bulletin will be held
endorsed by the front of house by shift supervisor. responsible. Subject for
staff. disciplinary action (warning
letter with salary deduction)

2. To get approval to arrange for Extra food items can be served

backup missing-place (raw Additional missing-place as staff meal instead of
ingredients) by 20% in case for all food items on the
unexpected restaurant sales and throwing/discard at the end of
monitor to ensure kitchen menu (esp. main course) shift/high food cost.

3. Call the next shift of staff to Give overtime to some

come early (As overtime) if staff to cover for the busy/
kitchen operation will not be Increase cost in
able to handle the busy unexpected sales of manpower due to
operation. restaurant. overtime.
Best Options for Resolution
3. Prioritize each option and determine how each will be implemented.
Implementation Plan
 Priority Part Team Member Status/Follow-up Due Date
Description Responsible

Any
reservation, Implemented
front of right away on
house must 06th June 2020
Assign chef
coordinate Chef shift 15th June 2020
per shift for and will
with shift supervisor
the advance Have a
supervisor front of
order/ meeting the
and post house staff
reservation. following
details in reservation
week to
kitchen ensure no
bulletin. more food
delay case.
Additional Will need t
miser place by o g e t
20% on daily approval Rest For 15th June 2020
basis to cover from rest. manager approval
for unexpected Manager test shift from rest
sales run for one supervis manager
month. or chef
Staffs on call for Overtime Rest For 15th June 2020
overtime for staff manager approval
shift from rest
supervis manager
or All
FOH
Options for Resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service Amy Heart 06/06/2020
officer
Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Delivered The Wrong Meal
To avoid making mistake when serving the food to the customer
Preferred State especially when they have given specific instruction when they
have made their order.
Common Ground To achieve not having complaint in our services to avoid
conflict.
Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for Resolution: Option: Consequence:
Before leaving Not listening carefully to the
customer, read back customer will lead to error in
1. Listen carefully when taking their order and ask for taking order and create conflict
order and read back the order specific instruction in between wait staff and kitchen
to the customer
case they have preferred staff.
ways in preparing their
order.
Give dishes simpler name Complicated menus will
and include a description make the costumer confuse ad
2. Simplify your menu of what is exactly what is well as the server.
included.
Use reliable POS system
that is easier to understand
to avoid conflict between Handwritten order can lead to
waiters and in line cook. misinterpretation by the one
3. Implement POS system Proper training for the one preparing it, using POS will
who will use the POS is a
make it easier to understand.
must to avoid errors.

Best Options for Resolution

3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up

TASK 2
 Listening Listening carefully and Remind the
And following proper Wait staff and wait staff and 15th June
verifying way of taking orders CSO CSO to listen 2020
will avoid and verify
error in serving the
customer their customers
order
The straighter forward
your menu, the easier it 15th June
will be for customers to Revising the 2020
Simplifying Chef, waiters
understand and it will be menu to
menu and supervisor
easier for server to simplify it.
remember order
correctly.
Options for Resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020
 TASK 3

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Conflict in incorrect pricing
Preferred State Make sure that both pricing from the restaurant and on
website are aligned.
Common Ground Achieve zero complaint
Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for Resolution: Option: Consequence:
Show empathy to Conflict with the staff and the
1. Apologize to the customer for the customers when customer.
inconvenience.
something gone
wrong.
2. Update the menu items at least Appoint someone to To avoid misunderstanding and
once a week, Make sure that check or go around conflict with the customers.
menu aligns with what we have
on the website. the menus weekly.

Appoint someone to
check or go around the
3. Update the website at least once a menus weekly. Make sure
month and make sure everything that prices are align to
is readable and understandable. what we have in the It will avoid conflict
Label correct pricing or put from customer and
notes if some things are restaurant. If there’s
changing. changes, make sure to staff.
update it as soon as
 4. Assure customer that it will never Make sure that all options It will avoid any conflict
happen again and provide discount listed to avoid conflict will from anything.
if necessary.
be followed.
Best Options for Resolution
3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up
Check Appoint someone to Will notify the
prices of the 15th June
run around the prices Concerned staff staff appointed 2020
menu on board and on the for the
shift supervisor
website checking

Update Check with the staff if Will notify the 15th June
prices on it’s being updated Concerned staff, staff appointed 2020
menu on a n d c h e c k it shift supervisor for the
board. personally as well. checking
Update Check with the staff if Will notify the 15th June
prices on the it’s being updated Trainer, Rhiju staff appointed 2020
website. and check it Singh for the
personally as well. checking
Options for Resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020

.

Part B
TASK 1

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Resolve dispute over the roster
Preferred State Make sure that all the staff is provided equally shift
Common Ground No more dispute
2. Brainstorm and list the options available to resolve the conflict and identify a residual consequence for
each option.
Options for Resolution
Options for Resolution: Option: Consequence:
Show empathy within c
1. Apologize to the victim for the o- w o r k e r s w h e n
inconvenience. Conflict within co-workers.
something gone wrong.
2. Update the roster, Make sure Give shift equally to To avoid
that shift has been provided as co- workers. misunderstanding and
equally.
conflict with the co-
workers.
3. Assure that it will never happen again Make sure that all options It will avoid any conflict
and provide day off if necessary. listed to avoid conflict will from anything.
be followed.
Best Options for Resolution
3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up
Check with the staff if Will notify the 15th June
it’s being updated Concerned staff staff appointed 2020
Check roster a n d c h e c k it for the
shift supervisor
personally as well. checking
Options for Resolution
 4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020

 TASK 2

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Resolve dispute over incompetence
Preferred State Make sure that dispute over incompetence
Common Ground No more dispute
Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual consequence for
each option.

Options for Resolution: Option: Consequence:

Show empathy within co-
1. Apologize to the victim for the workers when something
inconvenience. Conflict within co-workers.
gone wrong.
Give dishes simpler name Complicated menus will
and include a description make the costumer confuse ad
2. Simplify your menu of what is exactly what is well as the server.
included.
Make sure that all options It will avoid any conflict
3. Assure that it will never happen listed to avoid conflict will from anything.
again.
be followed.
Best Options for Resolution
3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up
Listening carefully and Remind the
following proper way wait staff and
Listening of taking orders will Wait staff and CSO CSO to listen 15th June
and avoid error in serving and verify 2020
verifying the customer their customers
order
Options for Resolution
 4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020

Part C

Task 1

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Preferred State No one from the staff and customer should feel threaten inside
the restaurant.
Common Ground To achieve safe and peaceful environments for staff and
customers inside the restaurant.
Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.
Options for Resolution: Option: Consequence:
The first thing to do is to Reacting inappropriately with
stay calm and avoid the situation will lead to angry
1. Stay calm. reacting inappropriate customer to be angrier.
with the situation.
Try to empathize with Acting the way your
the customer. He/she customer treated towards
might want you to you will not help calm the
2. Don’t take it personally
understand the mood but will make the
disappointment and situation worse instead.
inconvenience that he/
she going through.
Listen attentively to the
customer no matter how
unreasonable he/she might
sound because sometimes Not listening might lead to
3. Listen and, if appropriate, rude customer might have him/her to get angrier that
apologize. might cause more trouble in
struggling in life and
getting frustrated that the premises.
cause him/her to act that
way.

Best Options for Resolution

3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up
Don’t act Reminded 15th June
immediately without Supervisor, everyone to 2020
Stay calm thinking properly. act
waiter and CSO
appropriately
in every
situation
Reminded the
Always listen staff to
Supervisor, always listen 15th June
Listen and understand 2020
waiter and CSO and don’t act
the situation.
rude when
talking.
 4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020
TASK 2

Participants
1. Identify the participants in the conflict and what you hope to achieve.
Name: Rhiju Singh Name: Amy Heart
Conflict Participants Role: Chef/ Role: Front of House Service.
Shift
Supervisor
Problem Respond to customer who may be hurt
Preferred State Provide proper response on customer that may be hurt
 Options for Resolution
2. Brainstorm and list the options available to resolve the conflict and identify a residual
consequence for each option.

Options for Resolution: Option: Consequence:

Show empathy to Conflict with the staff and the
1. Apologize to the customer for the customer when customer.
inconvenience.
something gone wrong.
Make sure that staffs
are well trained and
2. See where the incident came prepared for incident or To avoid misunderstanding and
from or how did it happened. accidents that can happen conflict with the customer.
in the restaurant
that may involve
customer anytime.
Make sure that all listed
3. List information that can be information or
used as a guidelines for any guidelines was informed It will avoid conflict
incidents that can happen in between customer and
the restaurant. to the staff or pin it
down to a notice staff.
board.
Best Options for Resolution
3. Prioritize each option and determine how each will be implemented.
Implementation Plan
Priority Part Description Team Member Status/ Due Date
Responsible Follow
- up
Don’t act Reminded 15th June
2020
Immediately without Supervisor, everyone to
Stay calm thinking properly. act
waiter and CSO
appropriately
in every
situation
Reminded the 15th June 2020
Always listen staff to
Supervisor, always listen
Listen and understand
waiter and CSO and don’t act
the situation.
rude when
talking.
Options for Resolution
4. Agreement.

By signing below, I understand and agree with the purpose and contents of this plan its implementation.

Name Role Signature Date

Rhiju Singh Shift supervisor Rhiju Singh 06/06/2020

Amy Heart Customer service officer Amy Heart 06/06/2020