CONFLICTO

Conflict: client - manager

In a hotel, one day a complaint was received from a client, since he mentioned that the bathroom in the room that was delivered was wet and in addition to this an order of hamburgers and beers had been made, which in no At the time of the 6 hours he was there, he was handed over, it should be mentioned that the bar was called at least 3 times.
The problem occurred at the time the client passed through the exit booth, as he requested that his money be returned, which was not possible since he was in the room for at least 6 hours and did not make the report until the moment of your exit.
Finally, the manager approached the client and tried to calm him down because if he did not do so, the police would be called, because apart from altering the order, he blocked the exit causing disagreement with other clients and delaying all the work that was had.

Context:

It happened in a passing hotel, due to the dissatisfaction of a client at the end of their stay.

People involved:

Client

Booth Worker

Manager

1. Conflict or problem:

It is a conflict when verbally assaulting and about to do it physically, because the client did not calm down and the police were called.

2. Type of conflict:

It was a communication conflict: because at no time did the client speak in an educated way, even though the manager was kind to him to solve the conflict faster.

3. Conflict theory:

It is a dysfunctional conflict, because the relationship and harmony that exists in the environment generates stress and frustration.

4. Conflict process:

• Stage 1: opposition of the potential, since there was already a bad communication from the beginning.
• Stage 2: cognition and personalization, the conflict is perceived, because the client did not speak calmly, he began to argue.
• Stage 3: intentions, on the part of the client was not to negotiate, he only wanted to benefit and he did it in a bad way, on the part of our manager it was to collaborate with the client and avoid a bigger problem.
• Stage 4. Behavior, the client was too aggressive to shout and complain, however the manager appeared cried and serene.
• Stage 5: results, the manager unable to control the client chose to call the police, who arrived listened to both parties and said that the client could not receive his money, because within everything he had been in the room for quite some time and did not make the report when entering the room, the hotel came out clean of that problem, because no review or negative comment was received.

Reflection:

If at any time we need to stay in a hotel either for hours or days, it is recommended to check the room, only to know if something is in poor condition and is thus report it as quickly as possible to reception and thus avoid this type of conflict at the end of our stay.