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Conflict Management Essay

1670 words - 7 pages

Wherever there are people involved, there will always be conflict. People deal with conflict and negotiation everyday, especially in the workplace. Sometimes people choose to avoid conflict and negotiation because they have difficulties and feel stress that conflict and negotiation can produce. Avoiding conflict and negotiation could help a group of people reach a temporary resolution for a short period of time; however, it will cause more obstacles and troubles in the future work. So it is extremely important to learn how to use efficiency skills to manage the conflict involving communication and contribute a great resolution for the long term.
Competing goals are the primary cause of ...view middle of the document...

The items requested were as follows: a babysitting service for the entire stay, five total rooms with three smoking, and one non-smoking room with a balcony (Continental Hotel, 2010). The client reserved all of the following requests prior to his arrival at the hotel.
The problems result from when the client arrived at the hotel and almost all of his requests were wrong. The information was somehow not communicated clearly. Although the hotel correctly booked five rooms, as requested by the client, only one room allowed smoking when it should have been three. Also, all five rooms had balconies when the client only requested that the non-smoking room have a balcony. This caused prices to increase. No babysitting service was available upon arrival and if the client wished to still have the babysitting service, then he would have to pay extra. Lastly, the hotel booked a shuttle bus for their whole stay, also causing another increase to the total price (Continental Hotel, 2010). With all of this, the client was annoyed and could not calm down. He did not want to speak with the Front Desk and instead wanted to go directly to the Duty Manager.
The client is not the only one to have problems with this huge conflict. The hotel had to deal with other groups and organizations that are currently staying at the hotel. The staff went through a lot of trouble due to other groups requests so it was difficult to make sure everything was set right for this particular client. Now, because of the hotel’s mistakes, the client has been charged for the shuttle bus, which the client has no need for.
There are several different reasons as to why these problems could have resulted from. The main problem in this case seems to be miscommunication. The correct information could have not been given to the correct people or the staff could have just read the information incorrectly. The hotel should make sure that information the clients make about requests is clearly stated and then given to the correct people, in order to avoid conflict between the client and the company.
Another issue that is important in this case study is that the staff seemed to have not handled things in the best way. The case noted that the staff went through a lot of trouble because there are other groups staying at the hotel. This could have caused a problem because with the amount of groups that were staying at the hotel, it was difficult to maintain and focus on every one of their requests. With the client being very angry and annoyed about this situation, this conflict could potentially cause problems for the other groups that were staying at the hotel as well.
Since the client was very upset at the customer service upon his arrival, he requested to speak directly to the Duty Manager. When the client arrived and the staff noticed that he was annoyed and upset, the staff could have immediately called a manger instead of waiting for the client to demand to see the manager. If the manager had...

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