Human Relations and Development VI

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Course Learning Outcomes for Unit VI Upon completion of this unit, students should be able to:

6. Assess methods for resolving conflict in organizations. 6.1 Analyze steps/methods to resolve conflicts in your current or past experiences in the workplace.

Reading Assignment Chapter 9: Resolving Conflicts with Others Chapter 14: Customer Satisfaction Skills

Unit Lesson Chapter 9 is based upon why interpersonal conflict exists, methods of resolving conflict, styles in handling conflict, and combating sexual harassment in the workplace. According to DuBrin (2015), “A conflict is a situation in which two or more goals, values, or events are incompatible or mutually exclusive” (p. 198). As an individual in the workforce, you must handle conflict in the most effective and efficient manner possible and in doing so overcome defensiveness, accept the tension, and resolve the tension (Corner & Pavlovich, 2014). Conflict There are various reasons why conflict exists within an organization. According to DuBrin (2015), conflict can exist due to the following reasons: competition for limited resources, role conflict, competing work and family demands, personality clashes and drama, bullies in the workplace, incivility and rudeness, cross-generational conflict, workplace violence, and task versus relationship conflict. Understanding the causes of conflict can help resolve it and prevent similar recurrences. Refer to the textbook to identify rules for dealing with conflict in the workplace. Conflict affects job performance in positive or negative manners; however, if performance is negatively affected, you should consider methods for properly resolving it. Refer to the textbook to identify specifics. Some suggestions for dealing with conflict in the workplace include avoiding confrontations, remaining calm, actively listening to other parties, putting yourself in the other party’s place, asking questions to clarify, not interrupting the other party as that person is expressing his or her concerns, discussing concerns in private, involving a mediator, showing understanding and compassion for that person’s concerns, and resolving with a win-win outcome. Once the situation has been resolved, each party must document his or her concerns for a record of the situation. Then, the mediator should support the accounts of the occurrence, witness the outcome, and sign for legal purposes. Doing this accounts for what was said and done by all parties and identifies the final outcome in moving forward within the work environment. Of course, in documenting the material, the following points should be covered: who, what, when, where, why, and how of the situation. Resolving Conflict It is the responsibility of the manager or supervisor to promptly resolve conflict within the work environment. In handling conflict within the work environment, the manager is required to exercise the proper management style. The type of style used will depend on the situation at hand. Each style is based on a combination of satisfying one’s own concerns (i.e., assertiveness) and satisfying the concerns of others (i.e., cooperativeness; DuBrin, 2015). In the conflict management process, behaviors such as aggression,

UNIT VI STUDY GUIDE

Conflict and Customer Satisfaction

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assertiveness, and passivity may be exhibited by those involved in the disagreement. These behaviors play a critical role in the management style needed to successfully resolve the conflict. As stated in the textbook, conflict is inevitable. There were some good points identified by the author regarding what methods can be used to effectively resolve conflict. The methods “are based somewhat on the underlying win–win model, or integrating the interests of both parties” (DuBrin, 2015, p. 207). You can refer to the textbook to identify other specifics associated with the methods for conflict resolution. Overall, the desired outcome is to come to a win-win solution rather than having a win-lose outcome. No one should walk away feeling that he or she has lost anything without a single possible gain. One of the most vital conflict resolution skills is knowing how to achieve a win-win solution (DuBrin, 2015). Harassment Harassment is defined as offensive, humiliating, or intimidating behavior (Anderson & Bolt, 2013). Two types of harassment are quid pro quo and hostile behavior. The most common harassment in the workplace is sexual harassment. Sexual harassment is identified as unwanted advances of a sexual nature. According to the U.S. Equal Employment Opportunity Commission (EEOC, n.d.), some basic statistics on sexual harassment in the workforce from 1997 to 2015 indicate that sexual harassment cases have decreased from 30.7% to 29.5%–not a large margin. The data also shows that the application of suggested tips in handling harassment cases within the work environment has been effective. The suggested tips include a sexual harassment policy, harassment and sensitivity training, and prompt response and follow-up to complaints. Chapter 14 is based upon identifying ways to satisfy customers, create bonds with customers, and manage customer dissatisfaction. Customers are identified as external and internal customers, which is a definition that contributes to the understanding of customer service. External customers are customers, guests, and patients, while internal customers are employees and staff you serve within the company (DuBrin, 2015). To identify customer satisfaction, we must define customer satisfaction. Refer to the assigned chapter reading to identify with the various levels of customer satisfaction. Can you identify with some customer services skills and applications on the self-assessment quiz? Customer Satisfaction What is customer satisfaction? Customer satisfaction is approval and acceptance of firm behavior in the delivery of services rendered and successful product performance. It can be ranked by a point system, basic observation, and direct feedback. The following is an example of a point system:

(1) Excellent (2) Good (3) Fair (4) Poor

Note: Refer to the textbook to identify some customer satisfaction tips. Customer satisfaction can make or break an organization. Customer satisfaction can be viewed in two ways: win-win and win-lose. Customer satisfaction involves striving to offer a win-win situation at any given time. If this type of solution is not possible, there should be some form of compromise developed. As the manager, you should avoid situations where there is a win-lose outcome, resulting in an unhappy customer. What are your thoughts? Adopting customer satisfaction best practices brings about positive change, which can help lead to positive outcomes such as increased employee morale, new business or clients, and increased profits. Some best practices include identifying the mission of the organization, developing ways for customer service to begin, identifying the goals and objectives of the organization, hiring the right candidates to perform the duties of the position, and conducting training and outcome reviews.

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Bond with Customers Within an organization, you must bond with the customers on internal and external levels. Customers can consist of employees, clients, and vendors to the organization. This mentioned bond is identified as an emotional relationship between the organization and the customers. As the bond is being created, the focus is on the service orientation to the customers. You can identify the six principles, per the textbook, to apply as the bond is being created. The success of any business is centered on bonds created. For example, from the employer to employee bonds, manager to subordinate bonds, and organization to customer bonds—the bonds are created with building the necessary working relationships to successfully fulfill the missions, goals, and objectives. There are times when the bonds are not as secure as needed to successfully operate, so all parties must secure these relationships with open communication, availability, transparency, and a win-win working environment or relationship. Ways to develop the bonds include training sessions, interoffice activities, customer appreciation days and activities, and reward and incentive programs. As the practitioner, it is the manager’s responsibility to not only identify what creates the bonds but also to maintain those bonds. Ways to identify with creating and maintaining the bonds are through observations, feedback, comment cards, interviews, and surveys. Managing Customer Dissatisfaction Managing customer dissatisfaction is crucial to the overall success of an organization. An organization must collect the feedback and properly assess it to bring about the necessary changes and to maintain the desired level of business on a day-to-day basis. Organizations routinely survey customers for feedback to detect problems and needed area updates. Ways to collect the data are surveys, comment cards, interviews, assessments, and observations. Once the data has been collected, the organization must analyze the information and determine possible ways to address dissatisfied customers and avoid developing dissatisfied customers. If dissatisfied customers are identified, there are ways on to properly handle them as identified in the assigned reading.

References Anderson, L. E., & Bolt, S. B. (2013). Professionalism: Skills for workplace success (3rd ed.). Upper Saddle

River, NJ: Pearson. Corner, P. D., & Pavlovich, K. (2016). Shared value through inner knowledge creation. Journal of Business

Ethics, 135(3), 543-555. http://dx.doi.org/10.1007/s10551-014-2488-x DuBrin, A. J. (2015). Human relations: Interpersonal job-oriented skills (12th ed.). Upper Saddle River, NJ:

Pearson. U.S. Equal Employment Opportunity Commission. (n.d.). Charge statistics: FY 1997 through FY 2015.

Retrieved from https://www.eeoc.gov/eeoc/statistics/enforcement/charges.cfm

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Suggested Reading In order to access the following resource, click the link below:

The following article reflects how human resource managers are a business’ front line for employee complaints. You are encouraged to review this information. Schaller, R. (2013, December 10). Five points to train your staff. Workforce. Retrieved from

http://www.workforce.com/2013/12/10/five-points-to-train-your-staff/ Review the PowerPoint presentation on Chapter 9 and Chapter 14 to supplement the textbook reading and lesson content. Chapter 9: Resolving Conflicts with Others Click here to access the Chapter 9 PowerPoint presentation. Click here for the PDF version. Chapter 14: Customer Satisfaction Skills Click here to access the Chapter 14 PowerPoint presentation. Click here for the PDF version.

Learning Activities (Nongraded) Nongraded Learning Activities are provided to aid students in their course of study. You do not have to submit them. If you have questions, contact your instructor for further guidance and information. You may complete one or all activities.

1. Read the Interpersonal Relations Case 9.1 or Case 9.2 on pp. 222-223, and answer the case questions for the case you have chosen.

2. Read the Interpersonal Relations Case 14.1 or Case 14.2 on pp. 350-351, and answer the case

questions for the case you have chosen.

3. Complete this Unit VI content activity for further enhancement of the lesson. a. Click here to access the Unit VI content question pyramid. (Click here for a PDF version.)