Key terms and concepts

• Active listening 

• Appropriate personnel 

• Collaborative decision-making 

• Common causes of complaints and conflict 

• Communication skills 

• Conflict 

• Conflict resolution techniques 

• Conflict situation 

• Cultural sensitivity 

• Customer complaints 

• Documentation 

• Feedback 

• Follow-up 

• Individual responsibility 

• Level of authority 

• Negotiation 

• Enterprise/organisational constraints 

• Problem-solving 

• Questioning techniques 

• Win-win

Recognising potential for conflict

• Active listening

• Observing body language

• Reading subtext

An understanding of how the following may contribute to potential conflict

• Poor customer service 

• Variations in colleagues’ work practices/methods 

• Cultural misunderstanding 

• Barriers to communication

• Aggressive behaviour

Barriers to communication

• Negative subtext 

• Ethnocentrism 

• Bias and stereotyping 

• Lack of empathy

• Gender issues

The value of anticipating and addressing potential conflict prior to its escalation

Identification of specific situations that compromise the health and safety of colleagues and customers

• Breaches of security 

• Unsafe work practices 

• Uncontrolled/aggressive visitors or staff

• Potential hazards

Potential hazards identified

• Chemical 

• Physical 

• Biological 

• Psychological

• Ergonomic

Identify appropriate personnel and emergency service/s to be contacted in the event

• Accidents or illness 

• Threats or acts of terrorism 

• Threats or acts of violence 

• Acts of nature

• Fire

The importance of acting within one’s level of authority in terms

• Taking initiative 

• Problem-solving

• Decision-making

An understanding of workable solutions to conflict resolution within the following contexts

• Poor customer service 

• Variations to colleagues’ work practices/methods 

• Cultural misunderstanding 

• Barriers to communication

• Aggressive behaviour

Possible solutions to conflict situations in an entertainment industry context

• Customer complaints 

• Conflict 

- among work colleagues

- between the hirer and the venue

- with hire companies

• Refused entry

• Drug or alcohol affected persons

• Ejection from premises

• Late customers

• Denied requests for refunds or exchanges

• Dissatisfaction with seats allocated 

• Delayed/cancelled performance

• Noise complaints from surrounding residents

Understanding lines of reporting and communication with supervisors and peers within the workplace

How and when to seek assistance

The importance of dealing with situations sensibly and considerately

 • Tolerating and respecting difference 

• Adopting a sensitive approach when dealing with other points of view

• Constructively raising and discussing issues

Using effective communication techniques

• Clear 

• Concise 

• Tactful 

• Courteous

• Culturally sensitive

The technique of active listening

Strategies for working collaboratively to find win-win solutions to specific problems

Conflict resolution techniques

• Minimise adversarial contests 

• Promote the concept of ‘win-win’ 

• Allow for solutions that meet all parties’ needs

Collaborative decision-making processes

• Consultation

• Conciliation

• Negotiation

• Principles of equity and fairness

Reasons for conflict resolution

• Improving business relationships 

• Eliminating entrenched practices

• Future development of the enterprise

Handling complaints diplomatically, so that all parties recognise

• The issue has been raised with the relevant authority 

• All points of view have been aired

• Discretion will be applied in resolving the matter 

• Due process will be followed

• Action will be taken to address and remedy the matter

Confidentiality and conflict resolution

Common causes of customer dissatisfaction and complaints

Effective questioning technique

• Open questions 

• Closed questions 

• Reflective questions

Establishing the details of the customer complaint 

• Questioning and active listening techniques 

• Summarising and clarifying the issue 

• Recording details of complaint

• Discussing with customer the process of resolution

Procedures for handling customer complaints

• Listen 

• Acknowledge

 • Establish problem 

• Confirm and agree on an acceptable solution

• Action 

• Record 

• Follow up to ensure customer

satisfaction 

An awareness of various aspects of enterprises/organisations practices and procedures

• Enterprise/organisation’s complaints handling/ grievance policies and procedures 

• The importance of documenting complaints and incidents 

• The importance of a harmonious environment which promotes negotiation, communication and

understanding

Enterprise/organisational constraints

• Budget 

• Strict refund/exchange policy 

• No availability of replacement goods, services or

tickets

Effective responses to typical customer complaints in entertainment industry enterprise/organisation

Servicing a customer’s complaint where the means to resolution is not immediately available

Reasons for referring customer complaints to the following personnel

• Immediate supervisors

• Department managers

Benefits of following up with customers post- resolution

Establishing good customer service practices

• Knowledge of enterprise products/services and policies

• Prompt response to resolve complaints

• Language that is targeted to the needs of a specific customer

• Friendly and courteous manner

• Positive gestures and body language

• Solutions-oriented approach

The value of amicably resolving customer complaints

• Promoting goodwill 

• Customer relations 

• Publicity

• Promoting enterprise service ethic

Different means of documenting issues and complaints

• Customer service log 

• Complaints register 

• Incident reports

• Memoranda