Reflecting back at the incident and based on the advice given by Rachel and Jia Yun, I feel that I should have handled the situation better. I could have communicated more effectively to her and used the “accommodating” mode in the Thomas-Kilmann Conflict Model.
I should have checked with my colleague if I could send the guests over to her before I directed them over. I should have also explained to her that I was on mid-shift and was closing my cashier as she might have forgotten that I was on mid-shift.
In addition, I could have adopted the “accommodating” mode to handle the situation, which is helpful in times to preserve a positive relationship with the other party or create goodwill. Therefore, I could have helped to cover for my colleague by handling the two guests while she was replying to the guest’s email as it would probably only take around 10 minutes of my time.
After all, it is important to maintain a good relationship with your colleagues in the hotel as teamwork is really important. This could be done through effective communication and being accommodating to your colleagues where applicable.
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Hi Alicia
ReplyDeleteYou went a bit further than your peers comments of asking first and applied the TKI "accommodating mode" to help diffuse a heated exchange and potential conflict. Well done!