Answer to Question #166503 in Management for Vidal

Question #166503

When I was working on a Saturday night shift, I had to pacify and negotiate with a group of young men who came in to the restaurant drunk. They started to be abusive to the other staff and customers complaining about the service they were receiving. I had to intervene, calm the situation down and discussed the problems with them. In the end all of the group paid for their meals and left without further upset. Can you solve this case?

Expert's answer


From a crucial point of view, there is a sense in which I can solve the situation. Working in any social place like a restaurant requires tolerance to divergent views, and that is my personality. I always understand and appreciate other people’s views, and that is what brings about an agreement in a scenario like the one that happened at the restaurant. Aside from the above-tolerance personality, I do disagree with people politely and explain my stance not in a manner that can inflame someone’s anger but with a firmness that opens their eyes and make them realize the truth. Such personality would be very helpful in such a situation because the boys needed polite disagreement accompanied by an explanation for them to realize the potential consequences of their abusive and aggressive way of addressing the restaurant attenders and other customers.  In a nutshell, I’m a generally persuasive person and I feel that is the right personality that puts me in a good place to be able to convince the boys to calm down and stop causing mayhem at the restaurant. Such a high level of aggressiveness could adversely affect the restaurant by shunning away other customers that the young men were abusing, hence calling for immediate resolution of the situation.

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