Problems in

Housekeeping
Services
Lesson 10
Learning Outcomes
 Identify the conflicts that happens in workplace
 Determine the tips to prevent conflicts at work
 Identify the basic structure of negotiation
 Determine how to resolve guest complaints
How to resolve a conflict
COMPRIMISING
having an agreement that will benefit both

ACCOMODATING
focusing on the similarities rather than differences

COLLABORATING
both parties admitting that there is something wrong
that needs to be resolved
CONFLICTS AT
THE WORKPLACE
PERSONALITY OR
INDIVIDUAL DIFFERENCES

most common conflict

remember that NO two persons are
exactly the SAME
MISCOMMUNICATION
Saying words with right
tones and positive
gestures
DIFFERENT EXPECTATIONS
product of lack of
communication
conflicts between the
boss and the
subordinates
brief orientation
everyday is important
OVERLAPPING OR
REDUNDANCY OF DUTIES
no clear delineation of
duties and
responsibilities of
housekeeping staff
proper assignment and
management allocation
will resolve the issue
SAFETY and SECURITY
Always wear the proper
uniform and gear.
know the rules and
regulations inside the
establishment
TIPS TO PREVENT CONFLICTS AT
WORK
 Meet the expectations of
guests and co-employees by
doing your job well
 Be aware of your body
language
 Speak with respect and clarify
what the other person meant
when necessary
Basic Structure of
Negotiation
Convening Stage
At this stage , it is important to determine
whether it is best to talk to the parties
separately or jointly
Opening Stage
This is the stage where
the parties can talk face-
to-face with the mediator
Th purpose of this stage
is to allow the parties
express their feelings
about the conflict
Communication Stage
At this stage , they are given the freedom
to express whatever legal or personal
issues might affect the negotiation
Negotiation Stage
heart and soul of the mediation
the purpose of this stage is to get the
parties in agreeing to come to a
negotiation
informing both parties about their
disadvantages
Closure Stage
end the problem by agreeing on what each
parties need to avoid it must be beneficial
for both parties
RESOLVING GUEST
COMPLAINTS
 Stay calm
 Listen
 Thank the guest for bringing up the complaint
 Focus on the issue
 Ask the guest how he or she would like you to resolve the problem
 Take note of the correct procedure and establishment policy or dealing with
guest complaints
 Apologize for any inconvenience
 Assure immediate possible assistance
 Advise and get feedback from your supervisor