Task-2

Scenario 1

Notes from the meeting:

 Lee explained that he felt uncomfortable because he felt offended by his fellow worker
about something that they said which was culturally inappropriate.
 Lee was provided with choice if she wants to file a complaint and all the consequences
and results that might arise as of that.
 Lee decided not to file a complaint but was insisting that no culturally offensive remarks
should be made in the future.

Conflict resolution report

Background and conflict

Lee gets agitated after a conversation with one of her colleague. The main issue was that one of
her colleague has said something that is culturally offensive. The main issue and conflict of the
current situation is identified as:
 Culturally offensive words spoken
 Colleagues were agitated and unsettled

Resolution

The following resolutions points have been identified:

1. Provide a thorough explanation of the dispute resolution process. Never assume that
what you are saying is being understood.
2. Provide for, or allow for, the use of interpreters.
3. Respect the other person’s point of view and cultural differences.
4. Ask for frequent expansion on points that you are unfamiliar with, especially if they
relate to cultural issues.
5. Investigate the cultural norms of the people that are involved in the dispute. It could be
a matter of misunderstanding. This is also useful for validating cultural claims.
6. Confront cultural discrimination in the workplace and show no tolerance for it.
7. Highlight the presence of the various cultures at your work and foster understanding
through cultural events. Tolerance is built on understanding.
8. Recognize and investigate the cultural differences in the use of body language, emotions
and problem solving.
9. Educate those from other cultures on the values and norms of our society, so as to
diminish the potential for culture clash.
Scenario-2

Notes from the meeting

 The client was unhappy because he was not able to install the IT network in Credit and
no trail terms were provided to him.
 As an owner of the small business he has taken a bank loan to install the IT network so it
has financially troubled him.
 Once he was offered a month of free service he was calm and was happy to accept the
offer.

Resolution

The following resolutions points have been identified:

1. Listen to what your client has to say, share their story and let them explain their
frustration without any interruption.
2. After the client finish his explanation, take time to acknowledge their feelings. Repeat
back the key points you have picked and show that you care.
3. Admit the mistake as soon as it is discovered and own it completely. Apologize right
away. Don’t make excuses or assign blame because the client doesn’t care.
4. Be empathetic to the client and try to offer the best possible solution to reach win-win
for both.
5. Explain the offer and solution i.e. being a month free of charge subscription and
apologize for the inconvenience caused.
6. Share the solution or the fix with the client. Often, as long as you have a viable solution
to present, the client won’t be as upset about the initial mistake. If you’re not sure of
the solution or what will make the client happy, ask them.
7. Demonstrate your professionalism and reestablish your expertise by explaining the plan
of action, step-by-step to the client, so they know exactly what to expect and what
comes next.