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Many books have been written about dealing with conflicts. In this unit we will not discuss the whole scale of psychological approaches to conflict resolution, but will address only some general issues.
Dealing with conflicts is dealing with emotions. To make a conflict transparent, emotions must be excluded when judging the situation. The first step in resolving a conflict is to organize a mediated meeting in a friendly atmosphere between those involved in the conflict situation. The purpose of the meeting is to get the two sides talking so the basis of the conflict can be determined.
If there is a conflict between guests, you first talk to each guest separately. Subsequently you get them together and let them talk to each other ‘through’ you. As soon as some mutual understanding develops, the guests will start to communicate directly and can usually resolve the problem.
If there is a conflict between the guests or clients, and your business, it is wise to invite an independent ‘judge’ which is respected by both parties. Be determined and do what you say. This means for example, that you should stick to the predetermined and agreed upon rules. It is your duty to make those rules well known, in advance, to all involved. Company policy and rules should be mentioned in flyers, be put on a paper on the wall of each of your rooms (if this is a hotel or B&B) or be mentioned in the contract that guests/clients sign. Being clear from the beginning may avoid many problems. A way to avoid problems is to never say things you can't do. Obviously, you are the boss and must behave in a professional manner. Never resort to insults or physical force.
If a conflict becomes an extreme situation, then it is necessary to call the police. Don't hesitate to do so. The longer you wait, the worse the problem grows. People who are really misbehaving may stop only if they are forced to do so, and such problems are not likely to resolve on their own. Claims of other customers as a result of negligence can be very high.
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2.4.2. Problem Management | 2.4.4. Staff Management |
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