Which practice supports resolving conflicts between team members while maintaining service quality?

Which practice supports resolving conflicts between team members while maintaining service quality?

• A. Acknowledge emotions, facilitate conversation, agree on action, and follow up.
• B. Ignore personal tensions and hope it improves.
• C. Assign blame to one member and reprimand.
• D. Move staff between shifts without addressing root cause.

Answer: (A)

Resolving conflicts between team members while preserving service quality relies on structured, empathetic communication and clear follow-through. Acknowledge emotions first, so teammates feel heard and respected, which reduces defensiveness and opens the door to honest dialogue. Then facilitate the conversation to surface the underlying issues and how they impact guest service, ensuring both sides contribute to the understanding of the problem. Agree on concrete actions together—who does what, by when, and how success will be measured—so there’s a clear plan. Finally, follow up to review progress, adjust as needed, and prevent the issue from reappearing. This sequence protects the guest experience by addressing tensions before they spill into service, while strengthening teamwork and accountability. For example, if two teammates clash over a duty split, this approach allows them to express concerns, identify how the conflict has affected guests, agree on a revised task allocation, and schedule a check-in to confirm the solution is working. In contrast, ignoring tensions lets resentment fester and can lead to mistakes; blaming a single member creates defensiveness and a broken team dynamic; moving staff without addressing the root cause just masks the problem and can disrupt service continuity.

Resolving conflicts between team members while preserving service quality relies on structured, empathetic communication and clear follow-through. Acknowledge emotions first, so teammates feel heard and respected, which reduces defensiveness and opens the door to honest dialogue. Then facilitate the conversation to surface the underlying issues and how they impact guest service, ensuring both sides contribute to the understanding of the problem. Agree on concrete actions together—who does what, by when, and how success will be measured—so there’s a clear plan. Finally, follow up to review progress, adjust as needed, and prevent the issue from reappearing. This sequence protects the guest experience by addressing tensions before they spill into service, while strengthening teamwork and accountability.

For example, if two teammates clash over a duty split, this approach allows them to express concerns, identify how the conflict has affected guests, agree on a revised task allocation, and schedule a check-in to confirm the solution is working. In contrast, ignoring tensions lets resentment fester and can lead to mistakes; blaming a single member creates defensiveness and a broken team dynamic; moving staff without addressing the root cause just masks the problem and can disrupt service continuity.