Conflict resolution

This workbook is part of a series entitled “Career – Life – Work,” produced by the NWT Literacy Council. The series consists of four instructor’s manuals and six workbooks, covering a wide range of topics.

This video explores the importance of handling complaints effectively in the hospitality industry.

The narrators discuss potential causes for complaints, including bad service, poor quality, and unavailability of a product. They point out that complaints can actually improve business by helping to identify problem areas. If patrons don’t complain, the problem can reoccur, business will be lost, and the firm’s reputation may suffer.

Recent research into violence and learning has revealed that violence is a reality for all individuals in society including learners in adult literacy programs and that violence has a negative impact on learning. As educators, literacy workers have a responsibility to acknowledge that violence exists in society and to promote an educational model that has peace and respect for diversity at its core.

This manual outlines eleven learners' conferences, through providing agendas for sessions with full groups, small groups, and individuals.