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Sitxcom 005 Manage conflict worksheet
Valid Salesforce Marketing-Cloud-Administrator Dumps (University of Oxford)
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SITXCOM005 – Manage conflict
Worksheets
SECTION 1: IDENTIFY CONFLICT SITUATIONS
Q1: List three common conflict situations with customers. If possible, relate the answer to your workplace
or industry sector.
Poor service standards: Sometimes at my workplace, if the chairs, tables do not appear tidy, we
tend to experience conflict with customers.
Poor product quality: At our restaurant if a client orders food and that is not upto his expectation, a
conflict may occur.
Cultural Difference: Sometimes the staff and the customers come from different countries and
cultural difference could cause misunderstandings and might lead to a conflict.
Q2: Give an example for each of the stags of conflict.
Discomfort: A change in the way team members communicate like ignoring each other or
giving short answers.
Incident: Upon receiving the roaster, a team mate responds loudly how unhappy he/she is
with it.
Misunderstanding: We know that pets are not allowed at some places but f that is a miniature,
it can’t be stopped. Proper communication should be done prior to conclusions.
Tension: You would start to dislike your manager for setting up the roaster because you are
not getting the weekends off while everyone else gets it.
Crisis: Sometimes a disagreement may lead to violence between two people like purchaser
and the supplier.
Q3: Why is it important to identify and act swiftly to signs of potential conflict? (Minimum 25 words)
It is very important to identify and act on conflict situations as it may have an impact on the business
and might lead to huge losses. If conflicts are ignored, productivity is at stake.
Q4: A co-worker seems to be avoiding you, and you can’t think of what it is you have done wrong. What
conflict stage is this?
Discomfort.
Q5: Briefly describe three conflict situations that might threaten the safety of customers or colleagues.
1. Thee are times when a customer could be under the influence of alcohol or drugs.
2. Situations when a customer enters the premises with a gun.
3. Situations where customer refuses to leave the premises or be pacified.
Q6: List five non-verbal and vocal cues that indicate potential conflict.
Non-verbal: Body language and posture, Facial Expressions, Eye contact, Hand gestures, Personal
space.
Vocal: Volume, pitch, Intonation and stress, Pace.
Ahmed Mohammed
IMP11008
Downloaded by olinder seth ()
Sitxcom 005 Manage conflict worksheet
Valid Salesforce Marketing-Cloud-Administrator Dumps (University of Oxford)
Scan to open on Studocu
Studocu is not sponsored or endorsed by any college or university
Downloaded by olinder seth ()
, lOMoARcPSD|59658805
SITXCOM005 – Manage conflict
Worksheets
SECTION 1: IDENTIFY CONFLICT SITUATIONS
Q1: List three common conflict situations with customers. If possible, relate the answer to your workplace
or industry sector.
Poor service standards: Sometimes at my workplace, if the chairs, tables do not appear tidy, we
tend to experience conflict with customers.
Poor product quality: At our restaurant if a client orders food and that is not upto his expectation, a
conflict may occur.
Cultural Difference: Sometimes the staff and the customers come from different countries and
cultural difference could cause misunderstandings and might lead to a conflict.
Q2: Give an example for each of the stags of conflict.
Discomfort: A change in the way team members communicate like ignoring each other or
giving short answers.
Incident: Upon receiving the roaster, a team mate responds loudly how unhappy he/she is
with it.
Misunderstanding: We know that pets are not allowed at some places but f that is a miniature,
it can’t be stopped. Proper communication should be done prior to conclusions.
Tension: You would start to dislike your manager for setting up the roaster because you are
not getting the weekends off while everyone else gets it.
Crisis: Sometimes a disagreement may lead to violence between two people like purchaser
and the supplier.
Q3: Why is it important to identify and act swiftly to signs of potential conflict? (Minimum 25 words)
It is very important to identify and act on conflict situations as it may have an impact on the business
and might lead to huge losses. If conflicts are ignored, productivity is at stake.
Q4: A co-worker seems to be avoiding you, and you can’t think of what it is you have done wrong. What
conflict stage is this?
Discomfort.
Q5: Briefly describe three conflict situations that might threaten the safety of customers or colleagues.
1. Thee are times when a customer could be under the influence of alcohol or drugs.
2. Situations when a customer enters the premises with a gun.
3. Situations where customer refuses to leave the premises or be pacified.
Q6: List five non-verbal and vocal cues that indicate potential conflict.
Non-verbal: Body language and posture, Facial Expressions, Eye contact, Hand gestures, Personal
space.
Vocal: Volume, pitch, Intonation and stress, Pace.
Ahmed Mohammed
IMP11008
Downloaded by olinder seth ()
