Understanding job duties

If supervisors and job incumbents disagreed about the relative importance and weights of various job duties, how would you reconcile their conflicting opinions? 

For example, if a supervisor emphasized the technical aspects of a customer service representative's job and the representatives emphasized the interpersonal aspects of listening to customers and understanding their problems, what would you do?

Phillips, J., & Gully, S. (2015). Strategic Staffing (3rd ed.). Hoboken, NJ: Pearson Education, Inc