Activity

Scenario 1: The Restaurant

You are a manager of a restaurant. It was Saturday evening and the restaurant is full of customers. There
are even other customers who are waiting to get seated. One of your staff, Raphael, called your attention
that Bea (another staff) is taking too long talking to a customer every time she serves them. Because of
this, other employees take time to talk to their customers as well so they’ll serve less people. This caused
a delay in the service. When you are about to call the attention of Bea regarding the matter, you’ve
noticed that her customer is one of your VIP customers.

QUESTION 1: How will you manage the conflict in this situation?

In my own opinion, I will manage this kind of situation by thinking what kind of solution
I will do and how will I solve it. In this case I will wait for Bea to finish in taking the order of one of our
VIP clients and then I will approach her and tell her that I have something to say and I will address the
conflict telling her that we have so much customers and I will ask her if she can take orders as quickly
as possible in order to accommodate other customers.

QUESTION 2: How will you build an effective team after this incident?

In my own opinion, I will build an effective team after this incident wherein I will take full
responsibility of what happened and I will set up a small party for the payment for their hard work
during the said event. I will prepare awards that do not cost too much and I think it will be a great
opportunity to build an effective team because I am trying to appreciate them even if they made
mistakes and being appreciative on their hard works. Teamwork is must in a workplace because it
creates good quality of service and bring good ambience to the workplace.

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