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Last updated on 2024年6月11日

Here's how you can effectively resolve conflicts in the hospitality industry as an entrepreneur.

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In the hospitality industry, conflict resolution is a vital skill for entrepreneurs. Whether it's a disagreement with a supplier, a misunderstanding with a staff member, or a complaint from a customer, conflicts can arise at any moment. As an entrepreneur, your ability to handle these situations effectively can make the difference between a thriving business and one that struggles. The key is to approach each conflict with a calm demeanor, clear communication, and a problem-solving mindset. By doing so, you can turn potential problems into opportunities for improvement and maintain the high standards of customer service that are essential in hospitality.

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Sandra Roscito

Sales Director for South America na BWH Hotels

1 Listen First

Active listening is the cornerstone of effective conflict resolution. When a conflict arises, your first step should be to listen carefully to the concerns and perspectives of all parties involved. This means giving them your full attention, asking clarifying questions, and refraining from interrupting. By truly understanding the issue from their point of view, you demonstrate respect and empathy, which can defuse tension and create a foundation for finding a mutually acceptable solution.

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Sandra Roscito

Sales Director for South America na BWH Hotels
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A escuta ativa é muito interessante e um excelente exercício! Muitas vezes a forma como uma equipe é conduzida pode gerar algum conflito entre os membros. Se o líder estiver aberto para escutar a dor de cada um e entender a origem dos problemas é genial. O mesmo se aplica em vendas, RH, opera??es e até mesmo na nossa família. Escutar é a arte mais díficil!

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2 Stay Calm

Maintaining composure is crucial when resolving conflicts in hospitality. Emotions can run high, but as an entrepreneur, your calmness sets the tone for the entire interaction. Take deep breaths, speak in a measured tone, and keep your body language open and non-threatening. This approach not only helps you think more clearly but also signals to others that you are in control and committed to resolving the issue professionally.

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Sandra Roscito

Sales Director for South America na BWH Hotels
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A calma deve ser sempre praticada em qualquer situa??o, desde em casa, no trabalho, no transito, enfim ... se permitirmos que o outro afete nosso estado emocional, entremos em um turbilh?o de emo??es. Se conseguirmos controlar quais emo??es devemos bloquear e quais permitimos sentir, ajudará a influenciar a todos ao nosso redor. Porém é importante trabalhar em uma boa energia, caso contrário estaremos sempre gerenciando conflitos.

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3 Communicate Clearly

Clear communication is essential when addressing conflicts. Avoid jargon or complex language that could lead to misunderstandings. Instead, use simple, direct language to express your thoughts and feelings about the situation. Ensure that your message is not only heard but also understood by confirming with the other party. This step reduces the likelihood of further confusion and helps to pave the way for a resolution.

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Sandra Roscito

Sales Director for South America na BWH Hotels
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Quando nos comunicamos (escrita ou fala) nem sempre sabemos quem é o leitor / ouvinte. Por isso, uma linguagem mais simples e objetiva, sem abrevia??es ou jarg?es é muito importante. Quem nunca leu ou conversou com alguém e n?o entendeu nada? Se n?o tem como evitar um termo mais técnico, n?o deixe de explicar o que significa!

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4 Find Common Ground

In any conflict, finding common ground is a powerful step towards resolution. Focus on shared goals and values, such as the desire for a successful event or a pleasant guest experience. Highlighting these common interests can remind all parties that they are ultimately on the same team, working towards the same objectives. This shared perspective can make it easier to negotiate and agree on a solution that satisfies everyone involved.

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Sandra Roscito

Sales Director for South America na BWH Hotels
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é impossível agradar a todos, mas alcan?ar o maior nível de felicidade de todos, é uma grande conquista! Por isso que a escuta ativa é importante, a calma em pensar para tomar decis?es é preciosa e ter uma vis?o de fora do conflito é melhor ainda para encontrar uma solu??o! Além disso, ter a comunica??o clara para saber explicar a decis?o tomada é essencial.

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5 Offer Solutions

Once you have listened, stayed calm, communicated clearly, and found common ground, it's time to offer solutions. Brainstorm multiple options and consider their feasibility and impact on all parties. Aim for solutions that are fair and reasonable, keeping in mind the long-term relationship with the customer or supplier. Offering a choice of solutions can also empower the other party and facilitate a collaborative resolution.

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Sandra Roscito

Sales Director for South America na BWH Hotels
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Creio que nunca haja só uma saída para os conflitos. Algumas podem agradar mais que outras, porém a comunica??o clara, a escuta ativa, a calma em avaliar e ponderar s?o essenciais. As solu??es podem ser tomadas individualmente ou em grupo. Porém esteja aberto(a) para escutar (de novo) algum feedback das partes envolvidas. Se necessário, pare e reavalie se as solu??es apresentadas n?o podem ser melhoradas. Nem sempre um passo atrás significa retroceder! Pode ser uma evolu??o!

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6 Follow Up

After resolving the conflict, follow up to ensure that the agreed-upon solution has been implemented and that all parties are satisfied with the outcome. This might involve checking in with a customer after a service recovery or discussing with staff how a new procedure is working. Following up not only shows that you take conflicts seriously but also helps prevent similar issues in the future by ensuring that lessons learned are applied.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can effectively resolve conflicts in the hospitality industry as an entrepreneur.

1

2

3

4

5

6

7

1 Listen First

2 Stay Calm

3 Communicate Clearly

4 Find Common Ground

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Conflict Resolution

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Here's how you can effectively resolve conflicts in the hospitality industry as an entrepreneur.

1

2

3

4

5

6

7

1 Listen First

2 Stay Calm

3 Communicate Clearly

4 Find Common Ground

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Conflict Resolution

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