Conflict management in the F&B

6 important questions on Conflict management in the F&B

How to react to a complaint?

Using the L.E.A.R.N. Method


L: Listen
E: Empathize
A: Apologize
R: React
N: notify

What is active listening?

Is a communication technique that involves listening carefully to a speaker, understanding their message and responding appropriately

What are the technics of active listening?

  1. Give full attention
  2. Show that you're listening to Ask clarifying questions
  3. Summarize and reflect
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What are the technics to empathy?

  1. Acknowledge feelings
  2. Use empathetic language
  3. Take responsibility

What is a non-verbal communication?

It's a way to build rapport with customers, conveys empathy trough gestures and expressions, and reinforces the sincerity and impact of verbal messages.

What could be some nonverbal communication tips?

  1. Maintain eye contact
  2. Practice good posture
  3. Smile when appropriate
  4. Avoid unnecessary movement
  5. Manage customer proximity
  6. nod to show interest

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