In any job there are times when you need to learn how to
manage conflict. Specifically in restaurant and hotel entry level positions
where tensions can run high due to the need to meet customer satisfaction,
knowing how to diffuse a heavy situation comes in handy almost every day. Ever
had a demanding customer approach you aggressively? What about a colleague who
just won’t get off you back? Instead of getting hot and heavy with your
opponent, learn how to evaluate the situation and come out of it looking better
then you did going in. Julienne Robins – an employee at a Pickle Barrel
location in downtown Toronto
– advises to “skip conflict when you can, but when it is unavoidable, you need
to know how to do battle…and how not to.” Ever been in a sticky situation? Well
then, read on.
Managing a tough situation
To manage a conflict effectively, you must know how to
please people. Better yet, “skip the conflict altogether, if you can,” says
Julienne. To avoid conflict, it is essential in the hotel and restaurant
industry to always know that the customer is right, and that you as an employee
should always aim to please the client, no matter how outlandish of a request
they make. If you integrate this into your everyday interactions, you will
probably run into very little problems. However, if at some point you need to
resolve a situation smoothly, you need to evaluate your options.
“Take a step back, think about the situation, and try to
find a compromise,” says Michael Terebij, a downtown Toronto Delta Hotel
employee. You need to know what angle is best to approach the situation from;
as a general rule, do everything you can to meet the requests of the customer.
If a person is angry, it is best to speak as calmly as possible, and agree with
everything they say. Apologize and remediate the situation ASAP.
Conflicts between coworkers should not arise, as you are
trying to minimize such occurrences in your day-to-day work. If it does happen
that you have a disagreement with someone you work with, apply the same tactics
- be respectful of the individual, but do not let yourself be pushed over.
Basically, to resolve a problem, “respect, listen and compromise,” says
Julienne.
As a general rule for all conflicts, listen to the problem
in full, agree with the customer completely, and resolve the problem
immediately.
To speak or not to speak?
It is best not to get involved in anyone else’s problems,
although sometimes this may be necessary. If you see a coworker trying to deal
with a dissatisfied customer, and they are a new inexperienced employee or are
obviously becoming frustrated (angry or otherwise upset), you might need to
step in. Use the above mentioned tactics, and let your coworker off the hook.
Don’t get involved unless it is absolutely necessary for both party’s happiness
and the quick resolution of the conflict. Don’t let either side get too angry
or otherwise distressed – an angry customer is not good for business, and a
crying employee is never a pretty sight for people coming into the hotel or
restaurant. If you often step in and demonstrate proficiency at resolving
disagreements, you might become the workplace guru!
To really put it in perspective, let’s break it down. Here
are the steps to resolving a conflict effectively, and with as little
casualties as possible:
When a problem specifically pertains to you:
- Listen
to the person presenting the problem
- Agree
with their point of view
- Speak
in a respective tone, and be courteous
- Immediately
remediate the problem
- Let
the customer (or whoever else) know that the problem has been resolved,
and thank them for notifying you of it – establish trust by letting them
know they can rely on you in a situation, and that the problem will not
happen again
When someone else is having a disagreement:
- Listen
to the problem from a distance to learn what it is about
- If any
of the people involved are becoming angry or distressed, step in and ask
politely if you can help
- Apply
the steps above (when a problem specifically pertains to you), and liberate
the employee previously involved with the customer
- Check
in on the other employee at a later time, letting them know how you
handled the situation and what the outcome was – this will ease their mind
about their own involvement and teach them future tactics of conflict
resolution.
Conflict in the workplace is a tricky situation, but with
practice and a knack for human psychology you will be able to walk away
smiling. It may be difficult at first to agree with taking the blame for
something you believe is not your fault, but eventually you will see rewards in
terms of a smoother day with less – and more effectively handled -
confrontations.