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Unit 11 p1 - p9
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Unit 11 p1- p9 of Deltion College and title conflict manage av
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Unit 11 p1 tot p9Unit 11 p1 describe types of conflict situations that can occur in the aviation industry
In this p we’re going to talk about things that happened or didn’t happen. I talked with another
student Lisanne and shared our stories.
Types of conflict situations:
Disagreement
Lisanne: I had a disagreement with a guest at the restaurant about the children’s play area that was
indoors, during the lockdown we couldn’t let guests inside the restaurant or in the play area. He
thought it was ridiculous that the play area and the swimming pool were closed, the weather was
very bad, so his children were bored. I had to explain that it weren’t our rules but the government
had set them up and we couldn’t do anything about them. After a while he was ok with it but still
quite disappointed but he realised we couldn’t do anything about it.
Name: In the hotel where I worked at for my internship there were some disagreements between
the guests and myself. For example when the guest came in the restaurant and wanted to sit with a
big group we said that it wasn’t possible in connection with Corona policy’s. The hotel must follow
the rules otherwise they could get in big problems, but also for the safety of other guests.
Verbal abuse
Lisanne: A guest that I served had ordered a mixed grill but it wasn’t what he expected, he began
shouting to me and screaming how bad it was and that we shouldn’t be able to serve it. After I tried
to calm him down he went into the kitchen and continued to shout towards my colleagues. My shift
leader went and talk to him and he calmed down, I was shocked about how angry he got when it
wasn’t what he expected. He could’ve sorted this out differently without making a scene, my shift
leader sorted everything out and made sure the guest told me his apologies.
Name: in the hotel there were a group of men on a golfing trip. In the evening they came to the
restaurant and wanted some drinks, but after a while I accidentally dropped a drink on one of the
guests. The morning after they made jokes about that and that wasn’t fun.
Physical attacks:
Myself and Lisanne both didn’t have any physical attacks happen to us.
, Unit 11 P2
1.2 explain with examples why the unit content of the left column can lead to conflict situations
Causes of conflict, for example:
Alcohol: alcohol on the aircraft ways heavier in the aircraft than on the ground. Passengers who have
had alcohol may get more aggressive and accidents may occur faster, not only that but the
passengers also doesn’t think clearly. The passenger may attack another passenger or starts yelling.
Smoking restrictions: someone that regularly smokes or is really addicted they have a hard time
ignoring their need for smoking. Passenger can become more irritated, angry and would do anything
to get the chance to smoke. Passenger who wants to smoke probably would smoke in the lavatory in
secret.
Cancelled or delayed flights: no one likes a delayed flight or even cancelled especially if the
passengers has somewhere important to be. When a flight is cancelled the passengers gets irritated,
because now they have to adjust all the things they had prepared for. With a delayed flight no one
likes to wait and wait not knowing exactly when the flight is leaving, because it could get more
delayed than it already was.
Missed connections and departures: imagine as a passenger running for your flight through the
airport and being just a second to late that’s not any fun. You can say the passenger should’ve been
there earlier in case something happens, but there are always situations that may slow the passenger
down on the way to the airport. The flight attendant is not going to open that door again even if the
door closes right in front of you.
Poor communication: this can mean different things. Poor communication between flight attendants
that give different answers to the passengers who then gets mad, passenger that communicates
poorly with the flight attendant who then doesn’t know what to do or the airline doesn’t inform the
passenger about changes they made on the flight resulting in a aggravated passenger.
Lost baggage: I can imagine when you had a long flight and the passenger is tired, but their baggage
is missing. There may be some valuable stuff in there like jewellery, electronics or things that are
passed down years off generations.
Fatigue: passenger that is tired and that could be, because the passenger needed to get up at maybe
3 pm feeling sleepy or loopy. Making the passenger more irritated at the smaller things that don’t go
well.
Deficiency of services and facilities: there are a lot of passengers that go to the airport early because
off the services and facilities, but if they don’t work it’s a disappointment to the passenger so they
become sad or angry. The passengers also expects it to work and be there, but if it isn’t it is annoying
for them.
Poor customer service: for some passengers flying is expensive and when you pay money you expect
to get good customer service, but if that doesn’t happen the passenger won’t be happy. Also in
situations where you’re on the first flight ever and nervous to add on that the poor customer service
won’t make it better.
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