3 Assignments

Read “Difficult Situation” at the end of Chapter 7, #9 under “Build Relationships". In the printed textbook that would be on page 148. Do a brief summary of the situation. Two or three sentences will suffice.

Answer the question, “How would you handle this situation?” Back up your statements by referencing what you have read in your textbook with direct quotes. You should write at least 100 words. You should also evaluate and respond to at least three of your classmates’ posts.

Reading Material

DIFFICULT SITUATIONYou have been dealing with a customer over the telephone for several months. Over the years he has been an important customer, and he continues to buy communications equipment from your organization. At this point, he has spent more than $1 million with your organization. You have never had any problems with him; he has always been very professional in his conduct with you, as you have with him. When he calls, he always asks for you by name. He has been extremely polite and businesslike. However, on two recent occasions he has told you that you sound so nice over the telephone that he would like to meet you. You have made statements such as, “Thanks for the compliments; I do care about customers.” You have evaded the suggestion that you meet him, thinking he would not insist.

 

The last time the customer called to place an order, he repeated his interest in meeting you, making a threatening statement (you believe) that he will stop ordering from the company unless you are willing to meet him. He did laugh after he made the statement, but you believe he is serious. You know your employer values his business. He has mentioned to you that he appreciates your help with this valuable customer. You are single, but you do not think it would be wise to meet the customer. How should you handle this situation?

Read “Sticking to the Agenda” at the end of Chapter 14 under “Build Relationships #9.” In the printed textbook that would be on page 334. Do a brief summary of the situation. Two or three sentences will suffice.

Make a list of things with an explanation that can be done to resolve the issues at hand and possibly prevent further conflict. This list should have some explanation and not just a word or two. Support the validity of your list by quoting from the textbook. You should write at least 100 words.

Reading Material:

STICKING TO THE AGENDAYou are in charge of the one-hour monthly recycling committee meeting. The meeting is scheduled to start at 10 a.m. Brittany Pearce, who is supposed to present the first item on the agenda, just called and said she will be 15 minutes late. You know that at least two committee members have meetings immediately following this meeting. What steps should you take to handle the situation?

Case Study #2: Confidential Information

Read "Confidential Information" at the end of Chapter 12 under "Build Relationships #8." In the printed textbook that would be on page 279. Give a brief summary of the situation in the case. What you need to do in the summary is read it, analyze it, and then condense it.

Write the questions out and answer them.  Be sure to cite information from the text. Write at least 150 words in college-level English. Points will be deducted for poor grammar and spelling.

Reading Material:

CONFIDENTIAL INFORMATION Sally works in the human resources department of a large organization. Every day she eats lunch with Albert, who works in the shipping department. Last week Franklin was hired in the receiving department in a position similar to Albert’s. Although Albert has been with the company for more than five years, he heard yesterday that Franklin is receiving a higher salary.

 

Sally has access to the personnel records, but she has not seen Franklin’s hiring information. However, yesterday she heard her supervisor discussing Franklin’s salary with another manager. Is it OK for Sally to tell Albert what she knows? How should she respond if he asks if the rumor is true? Is it unethical for Sally to share information she didn’t see in the files but overheard? In the future, how could Sally respond to questions and maintain her professionalism when asked about confidential information?