Supervision in the Hospitality Industry- AHLEI Practice Test

To help reduce defensiveness among employees during conflict management, a supervisor should focus on what aspect?

1. Focusing on the conflict, not on the personalities

2. Telling the employees that everything is okay

3. Insisting that the employees not be defensive

4. Having your boss present during the meeting

The correct answer is: Focusing on the conflict, not on the personalities

Focusing on the conflict rather than on the personalities involved is crucial in conflict management because it allows for a more objective analysis of the situation. When a supervisor emphasizes the issue at hand, rather than making it personal, it shifts the focus from individual emotions or relationships to the problem that needs resolution. This approach minimizes personal attacks and helps create a more constructive environment where employees feel less threatened and defensive. By concentrating on the conflict, supervisors can facilitate open discussions about the issues that matter, enabling employees to express their viewpoints without feeling personally criticized. This fosters a collaborative atmosphere that promotes problem-solving and builds trust among team members, ultimately leading to more effective conflict resolution. The other options may have their intentions but do not address the root of defensiveness effectively. For instance, simply telling employees everything is okay may come off as dismissive and could invalidate their feelings, while insisting that employees not be defensive may ironically heighten their defensiveness. Having a boss present could change the dynamics of the conversation and make employees more uncomfortable, rather than allowing for an open dialogue focused on the issue.