A Case of Conflict During Communication - 1831 Words

Introduction Conflict is very common when we communicate with others in our daily life. No matter in family or work, there is always interpersonal conflict when we building relationships with other. Therefore, it is important to learn how to manage conflicts. In this report, I would like to study about my experience, which is a conflict happened between me and staffs in Thailand, by applying concepts and knowledge I learnt. This kind of interpersonal conflict between customers and workers is common nowadays. Case Description Lily Chan is a receptionist of Star hotel which is a â€Å"5 star† hotel in Thailand. Yesterday, she received a call from an angry guest, Candy, who discovered that the TV in his room was not working and the bathroom had not been cleaned. â€Å"I am the customer in room 2803.I am calling to complain the television in my room is out of order and the room is not cleaned yet. I am totally disappointed about this. Please come and figure out these things now.† Candy said. However, Lily didn’t reply. She silenced because she don’t know how to respond. She is a trainee and she was lacked experience to handle complaints. The sudden hung off make Candy much angrier. After the call, Lily asked the floor captain of 28/F and the room attendant, Ben and Mary, to go to room 2803. When Ben and Mary arrived, they saw Candy was wearing a long face. â€Å"I am horrified when I moved in. It is hard to believe that I paid an expensive price for an untidied room. 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