Conflict management in the F&B
6 important questions on Conflict management in the F&B
How to react to a complaint?
L: Listen
E: Empathize
A: Apologize
R: React
N: notify
What is active listening?
What are the technics of active listening?
- Give full attention
- Show that you're listening to Ask clarifying questions
- Summarize and reflect
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
What are the technics to empathy?
- Acknowledge feelings
- Use empathetic language
- Take responsibility
What is a non-verbal communication?
What could be some nonverbal communication tips?
- Maintain eye contact
- Practice good posture
- Smile when appropriate
- Avoid unnecessary movement
- Manage customer proximity
- nod to show interest
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding

















