Conflict Resolution for Team Members

Course Abstract

6 minutes

Most guest concerns are fairly easy to address, but occasionally problems arise with guests that are uncomfortable and challenging for hourly staff to resolve. Help team members learn to deal with difficult guest situations, such as when customers are bothering other guests or causing a safety concern, including refusal to wear a mask. This course explores several guest scenarios and equips team members with five conflict resolution strategies to de-escalate difficult situations and reduce tension with confidence and compassion.

• Interactively explores five strategies team members can use to de-escalate guest conflicts
  
  
• Discusses how to reduce tension through body posture, eye contact, tone of voice, and appropriate use of an apology
  
  
• Shares what to do if a guest refuses to comply with a request, including offering alternate solutions

• Identifies when to get help from a manager, especially when there are safety concerns
  
  
• Demonstrates three difficult guest scenarios and shows how they are resolved using the learned conflict resolution steps