Flashcards: Effective Conflict Management in Hospitality — 24 cartões

Regulate situation — definition?

Controlling emotional responses to manage tensions.

Postures in tension — role?

Strategies to manage and de-escalate tension.

Taking distance — purpose?

Prevents impulsive reactions, maintains professionalism.

Active listening — key technique?

Letting speak, asking questions, reformulating.

Calm assertiveness — main trait?

Clear, respectful, composed communication.

Communication formula — purpose?

Address issues professionally using specific structure.

Structured feedback — steps?

Describe facts, explain impact, express expectations, invite response.

Conflict as energy — view?

A source of growth if managed well.

Labor law — importance?

Protects rights, prevents conflicts, ensures fairness.

French legal framework — includes?

Labor code, collective agreements, company rules.

Conflict triggers — example?

Unpaid overtime, poor communication, bad scheduling.

Escalation path — stages?

Rule violation, frustration, mistrust, conflict, legal risk.

Regulating reactions — goal?

Maintain control, prevent emotional outbursts.

Posture in tension — key?

Take distance, listen actively, stay calm.

Taking distance — benefit?

Stay professional, avoid impulsive reactions.

Active listening — effect?

Calms people, builds trust, de-escalates.

Calm assertiveness — focus?

State facts, explain impact, set expectations.

Communication formula — format?

When you..., it causes..., I need...

Structured feedback — purpose?

Clear, constructive, reduces emotional reactions.

Conflict as energy — management?

Manage fatigue and stress to prevent escalation.

Labor law — role?

Ensures fair treatment, prevents disputes.

French legal framework — includes?

Labor code, collective agreements, labor courts.

Conflict triggers — prevention?

Address minor issues early, improve communication.

Escalation path — intervention?

Early action stops progression to conflict.