Role-play 3
Scenario 3
A customer approaches you at the bar and asks for a jug of spirits and mixers. The customer arrived about an hour ago and was joined by two others shortly afterwards. Each member of the group has purchased at least one round of drinks for the group in the last hour. They are becoming very boisterous, talking loudly and appear uncoordinated in their movements and handling of money. Under liquor licensing laws and responsible service of alcohol standards, you must refuse to serve the customer: you are not allowed to sell mixed spirits by the jug and you believe they are intoxicated.
Organisational procedures suggest the following.
• Offer non-alcoholic alternatives.
• Offer food from the establishment’s menu.
• Explain to the customer why you cannot serve them.
• Offer to resume service of alcoholic beverages after a period, usually one hour.
Organisational policy requires the following.
• Customers who are verbally or physically abusive or threatening to customers or employees must leave the premises immediately.
The hotel has managers and security staff on duty always.
Instructions to complete the Role-Play
1. Use appropriate conflict-resolution techniques and communication skills to resolve the customer dispute during the above situation.
2. During the role-play, you are required to demonstrate the following skills and knowledge
• Identify potential for conflict and take swift and tactful action to prevent escalation.
• Identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
• Establish and agree on the nature and details of conflict with all parties and assess impact.
• Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
• Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
• Identify and evaluate impact of conflict on business reputation and legal liability.
• Evaluate options to resolve the conflict, considering organisational policies and constraints.
3. It is recommending reading the Australian Consumer Law and the special role-play instructions given by your assessor, before commencing the role-play
4. Conduct the role-play with your partner.
5. Complete the Role-play Report 3
Briefly explain the conflict situation
How did you handle the situation at the beginning?
What steps did you take to minimise the impact on other staff members(public)?
How did you manage to control the situation What steps did you take- (workplace Policies and procedures you followed)
What other parties were involving?
What impact did this have on business /staff because of this conflict situation
What resources did you use to resolve the conflict situation
How were you able to resolve the situation?
What was the outcome?
What feedback did you supply to the parties involved
If you had to document the situation as a workplace policy, what documents you did you use and what information would you include in the document?
What follow-up action would you take further
What possible changes / improvements could be made to the workplace in the future
How effective do you think your solution was at resolving the conflict? What would you do differently in the future?
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