Supervision in the Hospitality Industry- AHLEI Practice Test

If an employee interrupts during a conflict resolution discussion, what should the supervisor say?

1. You're not listening to a thing I say

2. How can I explain my side of things if you keep interrupting me?

3. I think you'll understand my side if I can finish my train of thought

4. No wonder you don't understand; you won't listen

The correct answer is: I think you'll understand my side if I can finish my train of thought

In a conflict resolution discussion, maintaining a respectful and constructive atmosphere is crucial for effective communication. Choosing to say that the employee might understand the supervisor's perspective if they could finish their train of thought is a diplomatic approach. This statement aims to gently remind the employee that uninterrupted communication is necessary for both parties to understand each other's viewpoints. It invites the individual to listen while also asserting the supervisor's need to express their thoughts fully, creating an opportunity for clarity and resolution. This approach minimizes defensiveness and encourages a more open dialogue, fostering a constructive environment where both parties can communicate effectively. It shows a focus on resolution rather than escalating the conflict, which is essential for successful conflict management in a workplace setting.