TRAINING
Chapter 3

Conflict Resolution with Coworkers & Guests

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Purpose of Conflict Resolution Training

Conflict Resolution Policies

In a busy restaurant setting, differences in opinions and work styles are natural. Handling conflicts professionally and respectfully is essential for a harmonious and productive environment. By addressing disagreements constructively, we ensure that our team can work together smoothly, support each other, and provide the best experience for our guests.

This section outlines best practices, policies, and conflict-resolution steps to help team members resolve issues calmly and collaboratively.


  1. Encourage Direct Communication

    • Policy: If a minor disagreement arises, team members are encouraged to address the issue directly with each other in a calm, respectful manner. Direct communication often resolves misunderstandings quickly and prevents escalation.

    • Guidelines:

      • Choose a neutral time to discuss the issue, preferably outside peak service times.

      • Use “I” statements (e.g., “I feel…” or “I noticed…”) to express concerns without placing blame.

  2. Maintain Professionalism

    • Policy: All staff members must remain respectful and professional, even when addressing conflicts. Raising voices, using negative language, or engaging in confrontational behavior is not permitted.

    • Guidelines:

      • Take a moment to pause and collect your thoughts if emotions run high.

      • Avoid discussing conflicts in front of guests or other coworkers; handle issues in private.

  3. Involve a Supervisor When Needed

    • Policy: If a conflict cannot be resolved directly or is causing ongoing issues, team members should involve a supervisor to mediate. Supervisors are trained to help address concerns and ensure all perspectives are heard fairly.

    • Guidelines:

      • Notify a supervisor early if a conflict seems unmanageable or is affecting work performance.

      • Supervisors will help facilitate a structured conversation, providing solutions or next steps.

  4. Zero Tolerance for Harassment or Discrimination

    • Policy: Yumbii maintains a zero-tolerance policy for harassment or discrimination of any kind. Any form of disrespectful behavior based on personal characteristics will be handled immediately and may result in disciplinary action.

    • Guidelines:

      • Report any incidents of harassment or discrimination directly to a supervisor or owner.

      • All reports are treated confidentially, with respect for the individuals involved.

Best Practices for Conflict Resolution

  1. Stay Calm and Open-Minded

    • Objective: Approach each conflict with an open mind and a willingness to understand the other person’s perspective.

    • Tips:

      • Take a deep breath before engaging in conversation.

      • Remain aware of your body language and tone, aiming to keep them neutral and approachable.

  2. Use Active Listening

    • Objective: Show respect and attentiveness by actively listening to the other person’s concerns.

    • Tips:

      • Listen fully without interrupting.

      • Repeat back key points to ensure you understand (e.g., “I hear that you felt…”).

  3. Find Common Ground

    • Objective: Identify points of agreement to build a foundation for resolution and cooperation.

    • Tips:

      • Acknowledge any shared goals (e.g., “We both want to make sure the shift runs smoothly.”).

      • Focus on solutions rather than dwelling on past issues.

  4. Agree on a Solution

    • Objective: Work together to create a plan that addresses the root cause of the conflict and prevents it from recurring.

    • Tips:

      • Propose a few ideas for moving forward, allowing each person to share feedback.

      • Agree to check in later if the solution requires follow-up to ensure it’s working for both parties.

Steps for Conflict Resolution

  1. Initiate a Calm Conversation

    • Find a quiet time to talk without interruptions.

    • Begin with a friendly tone, setting the conversation up for positive dialogue.

  2. Listen and Share Perspectives

    • Each person should take turns explaining their perspective, using respectful language.

    • Practice active listening, repeating key points to ensure understanding.

  3. Identify the Core Issue

    • Clarify the specific issue causing the conflict. Avoid bringing up unrelated issues to keep the conversation focused.

  4. Propose Solutions and Compromises

    • Each party offers possible solutions. Be open to compromises that may address each person’s needs.

  5. Agree on a Way Forward

    • Once a solution is chosen, agree on clear next steps to ensure the solution is put into practice.

  6. Check-In if Needed

    • After a few shifts, check in briefly to ensure the resolution is working and no further issues have arisen.

INTERACTIVE HOSPITALITY TRAINING EXERCISE

(ROLE PLAY SCENARIO COMING SOON)

In any guest-facing role, the occasional conflict or complaint is inevitable. When a guest raises a concern, it’s an opportunity to demonstrate our commitment to hospitality, turning a potentially negative situation into a positive experience. This section outlines best practices for handling guest complaints respectfully and professionally, ensuring our guests feel valued and heard.

By staying calm, listening carefully, and offering effective solutions, we can transform a difficult interaction into a demonstration of Yumbii’s dedication to quality service.