Supervision in the Hospitality Industry- AHLEI Practice Test

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What should a supervisor do to maintain focus during a conflict resolution session?

Encourage personal stories from each employee
Limit the discussion to factual issues
Ensure everyone has equal speaking time
Acknowledge and address emotions openly

The correct answer is: Limit the discussion to factual issues

Maintaining focus during a conflict resolution session is essential for effective outcomes, and limiting the discussion to factual issues is a key strategy in achieving this. When supervisors steer the conversation towards factual issues, it helps to eliminate emotional bias and distractions, allowing all parties involved to concentrate on the core problems that need resolution. Focusing on facts helps clarify misunderstandings and ensures that the discussion is grounded in reality rather than personal opinions or emotions. This factual basis creates a more structured environment where concrete solutions can be evaluated, and it aids in preventing the session from devolving into unproductive arguments or emotional outbursts. By keeping the focus on specific issues rather than allowing the conversation to drift into personal narratives or emotions, supervisors facilitate a more effective discussion that can lead to a resolution based on rational consideration, rather than sentiment.