Reflection on an Interpersonal Communication Problem - The Solution

Upon receiving feedback about the problem, I believe there are a few ways of looking at the situation to solve the problem.

Since Junior is new on the job, I should have guided him on the things to say to guests when rejecting them for the ride when teaching him his roles. In addition, reminding him that donning on the uniform of the park would be equivalent to representing the company will ensure that he controls his emotions instead of flaring up at the guest, who is annoyed at the situation and not the individual. Furthermore, I should have apologised to the guest and explained the situation instead of replying him curtly when he was going to lodge a complaint. This may have led to the issue being resolved instead of letting it escalate to higher management.

Another method would be to suggest to the guest that there are other rides available for the family to take with the toddler as we have their safety in mind. Guests would usually be more understanding of the situation when safety comes into consideration.

After all, we as service professionals want them to enjoy the park, and not leave with grudges or unhappiness.

200 words.

Reflection on an Interpersonal Communication Problem - The Problem

This was an incident that occurred during my internship in an amusement park back in 2014. In order to protect the interests of the guest, I will refer to him as “Guest” and my colleague as “Junior”.

Two boat rides are offered in this amusement park, however, one of them has strict requirements of height and health conditions due to the nature of the ride. I was tasked to train Junior on the job as it was his second day at work. 

In the afternoon, there was a commotion which involved Junior. It turned out that Guest had a toddler with him and was unable to board the ride, thus the unhappiness. As I tried to intervene, Guest shouted at me without giving me a chance to explain. Junior then engaged in a heated argument with Guest while I tried to pacify both parties as it was unprofessional of Junior as he was in uniform. Guest then demanded for both our names as he wanted to lodge a complaint against us. With my patience running thin, I replied him curtly before proceeding to serve other guests.

What could have been done better to prevent the situation from escalating?

198 words.