By- Jian Huang
Lecturer-Bachelor of Hospitality Management Program.
On July 31st, the Hospitality Club at the Acsenda School of Management hosted an insightful and interactive Conflict Management Workshop designed to empower individuals working in customer-facing roles.
The workshop attracted current students, faculty and staff eager to learn strategies for managing difficult customers and micromanagers—two common challenges in today’s fast-paced work environments.
Featured Speakers
The event featured two guest speakers:
- Jian Huang: Currently serving the advisor for the Hospitality Club and lecturer in the Bachelor of Hospitality Management program at Acsenda School of Management. Jian brought his hotel operations experience to the workshop, offering his conflict management approach in hotel settings.
- Sareena P.: With over nine years of senior operations management experience in the Food & Beverage sector, Sareena provided insights into the operational side of managing conflicts in restaurant settings.
Key Takeaways
Understanding Customer Complaints: Understanding the root cause of
dissatisfaction, employees can address issues more effectively and prevent them
from escalating.
Impact of Defects on Customer Journeys: understanding service failures and their
impacts on overall customer experience.
No One-Size-Fits-All Solution: understanding the importance of regaining
customer trust through creative and thoughtful resolutions tailored to each
situation.
Effective Communication: Understanding different perspectives and building trust
through clear and empathetic communication are crucial in conflict management.
Why This Workshop Matters
A recent survey conducted among members of the Hospitality Club revealed that some students are looking for effective ways of handling difficult customers and micromanagers at work. The workshop was organized in direct response to these concerns, providing participants with the tools to confidently managing conflicts.
Experiential Learning
The workshop was highly interactive, combining presentations with hands-on activities. Participants shared personal stories, reflected on their experiences, and received meaningful advice from the speakers. The event concluded with a thought-provoking video on the difference between sympathy and empathy—an essential concept in customer service. This workshop prepares current and future working professionals with the skills needed to thrive in the challenging environments of customer service and management.
Acknowledgements.
This successful event would not have been possible without Cherry Regalado, Hospitality Club President, and Khyati Arora, Club Officer, who co-organized the workshop. Their hard work ensured the event was not only educational but also engaging and memorable for all attendees.
Get Involved!
For more workshop opportunities to connect theory with practice and enhance your skills, stay engaged with our program and participate in upcoming events. Your journey to becoming a well-rounded professional starts with hands-on experiences that prepare you for the challenges and opportunities in your future career.
INTERNATIONAL THINKING. INDIVIDUAL FOCUS
