The clients, who are a charity running youth hostels, required a development solution that would focus on the dealing with difficult and or challenging/confrontational guests.
Participants would need to develop efficient and effective skills to tackle such threats.
We created a programme that involved the creation of real hostel simulation theme. This allowed participants the opportunity to explore each conflict guest scenario as they metaphorically move through the Hostel over a simulated time frame. This provided us with a very realistic and practical solution.
The delivery itself used accelerated learning tools to enable participants to handle difficult guests effectively by building individual and collective actions as they progress.
We have been delivering this session for the last two years now across the entire hostel population. We even created a poem of the experience to celebrate our success and share with the client.
The Night Before Conflict
‘Twas the night before Conflict, when all through the house
Not a creature was stirring, not even a mouse;
The rooms were all full, guests handled with care,
In hopes that trouble would not soon be near;
The guests were nestled all snug in their beds;
While visions of breakfast danced in their heads;
The day shift managers had worked out dead flat,
To ensure evening guests were off for their nap.
When out on the lawn there arose such a clatter,
I sprang to the door to see what was the matter.
Away to the window I flew like a flash,
I opened the curtains and peered all aghast.
A man on the lawn dozing or drunk down below,
Like a melted man fast asleep in the snow,
When what to my wondering eyes did appear,
The man rose up and edged ever near.
With a quick speed of thought so lively and quick,
I knew in a moment that arrived had Conflict.
More rapid than eagles the troubles then came,
I needed some skills to handle this game.
As guests have a conflict with a woman or guy,
When we meet with an obstacle, we’ll face and not fly;
So within this Hostel, this course will give you ,
A sleigh full of skills, to apply and review.