Essay Example on Conflict Resolution: Handling Conflicts, Complaints & Mistakes

Among inevitable problems in life are conflicts, complaints, and mistakes. This is because each person has a different set of values, beliefs, goals, wants and needs that color their perception about the world. Too often, people assume that in the rise of the three, there has always to be a winner. However, this leaves no attempt to finding an amicable solution that is satisfactory to all. Therefore, this paper demonstrates how conflicts, complaints, and mistakes should be handled, through comparing and contrasting processes, the procedures used, and those that ought to be used, accompanied by suitable recommendations.

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During a family vacation in one of our revered destinations in Mexico, I noticed an advertisement for newly remodelled suites just next to the hotel we were spending. I took note of the hotel and decided to directly call and make a reservation in one of the rooms for my next vacation. I was given the price and confirmation number. However, they didn't send me an email or call guaranteeing the reservation. After several calls to the manager, I was assured the room would be ready even though he would not be on duty at the time of my arrival. The confirmation number was my only guarantee. Upon arrival, and though late in the night, the clerk on duty told me that the suite's air conditioner was dysfunctional and I had to choose another since the layout was similar in all others. He further wanted more money than the rate I had previously agreed over the phone with the manager.

The room I chose instead had a window unit air conditioner built on the wall that was so loud that it kept me awake the whole night. It only had a single light bulb on the ceiling, cigarette burns all over the furniture, holes in the bedspread, the door with a simple lock in the doorknob, with no deadbolt. It was such an uncomfortable, expensive night. The guest services were so poor and whatever they had advertised albeit what I experienced were two different things hence no value for my money. I furiously stormed into the clerk's office in the morning where I expressed my profound displeasure and demanded a 50% refund. My pleas were blatantly dismissed citing that it was against the hotel's policy and it was my fault since I had arrived late hence necessitating them to give out my preferred room to another customer. I left the hotel frustrated to the core.

From the above personal experience, the reason for the conflict was based on two accounts of events. First from the poor quality of suite services and secondly, not meeting the expectations as earlier agreed through the manager. Consequently, complaints arose from the interior decor of the room. It had a dysfunctional air conditioner, a single bulb, cigarette burns all over the furniture and a door lock with no bolts on it. This was despite guaranteeing that the reserved room would be ready by the arrival time. Conversely, had the hotel stuck with the initial arrangement and reserved the room, these would not have happened hence no mistakes would have been committed by the clerk on duty.

Peculiarly, is how the management responded to the matter when brought to their attention. They utterly dismissed the complaint blaming the customer for late arrival. On the other hand, instead of the customer subtly airing the grievances, he resentfully insisted on a 50% refund of the money paid. This fuelled the conflict further rather than cascading down to an amicable solution. Shockingly, the hotel clerk on duty embraced a winning at all cost approach without listening to the client to understand his displeasure.

In return, the customer did not want to hear of the hotel's policy rather was insistent on how bad his experience was, and therefore, should be compensated. That notwithstanding, instead of the clerk offering to listen and pay attention to the client's sentiments, the clerk quickly dismissed the client citing late arrival by the customer even after stating that the manager was aware.

On the contrary, the conflict would have been handled differently in the quest to finding a solution. The clerk would have first acknowledged of the misfit by letting the customer explain the issue. This would have demonstrated the willingness to help. Thereafter, issue an apology for what had happened and mistakes committed. After apologizing to the client, the clerk would have demonstrated understanding by calming down the client from the flaring emotions as he explains the hotel's policy. Lastly, offer an answer to the problem either through a percentage discount or some form of refund in line with the work policies and procedures.

Approaching the issue this way would have not only demonstrated professionalism and integrity from the clerk on duty but also would have exuded high levels of communications skills, conflict resolution skills and problem-solving skills. It is therefore important to acknowledge the issue at first, question in depth what happened, understanding the source of conflict and finally offer an answer to resolve the conflict in totality.

References

Ward, M. J. (2015). Fire Officer: Principles and practice (Enhanced 3rd ed.). Burlington, MA: Jones & Bartlett.

Yarn, D. (2002). Transnational conflict resolution practice: A brief introduction to the context, issues, and search for best practice in exporting conflict resolution. Conflict Resolution Quarterly, 19(3), pp.303-319.