Unit 3: Review The Following Scenario And Then D

Unit 3 Dbtop Of Formreview The Following Scenario And Then Discuss It

Review the following scenario, and then discuss it in terms of both functional and dysfunctional conflict within an organization. Last year, an organization established a company policy requiring that all employees smile and make eye contact with customers. Since then, employee grievances have continued to escalate. In the last month alone, 10 employees from three different stores have filed grievances. Most of them list customer harassment as a major issue: The customers assume that the employee is flirting with them because the customers are misreading the social cues.

Additionally, one employee who had recently suffered the loss of her spouse complained about being reprimanded by a supervisor because she was not smiling at customers "with sufficient enthusiasm." The organization wants to maintain an image as a friendly place to shop that cares about its customers, but the organization also wants to be a place where employees can work in a safe environment. Explain which communication technique (or techniques) you think would be most helpful in creating a solution, and explain why you believe the technique (or techniques) will help. Note: Organize your ideas with the use of paragraphing. Apply paragraph breaks to discuss each part of the discussion board and to organize ideas.

Paper For Above instruction

The scenario presents a clear case of organizational conflict stemming from a company policy that mandates employees to smile and make eye contact with customers. While such policies are often rooted in the desire to promote friendliness and customer satisfaction, they can inadvertently lead to dysfunctional conflict if they ignore employee well-being and individual circumstances. To address this issue, effective communication techniques that foster understanding, empathy, and collaborative problem-solving are essential.

One highly beneficial communication technique in this scenario is active listening, which involves fully concentrating, understanding, responding, and then remembering what is being said. When managers or HR personnel actively listen to employee grievances, they validate their concerns and demonstrate genuine care. For instance, by listening patiently to the employee who lost her spouse and was reprimanded for not smiling enthusiastically, the organization signals that it values individual circumstances beyond rigid policies. Active listening can de-escalate tensions, reduce misunderstandings, and provide insights into how policies may be unintentionally causing harm.

Another valuable technique is empathetic communication, which involves expressing understanding and compassion toward employees' feelings and situations. Empathy allows supervisors to acknowledge that employees may be experiencing emotional distress due to personal losses or mental health challenges. For example, adapting expectations for employees coping with grief or stress, rather than enforcing blanket standards, can improve morale and safety. When managers communicate empathy, they foster trust and build a supportive work environment, which can mitigate dysfunctional conflicts related to perceived insensitivity or unfair treatment.

Furthermore, collaborative problem-solving sessions are crucial in this context. By engaging employees in open dialogues where they contribute ideas for improving policies, the organization can develop more flexible and inclusive standards. For example, instead of a strict requirement to smile at all times, the organization might establish guidelines that emphasize genuine friendliness without ignoring personal boundaries. This participative approach makes employees feel heard and valued, reducing resistance and fostering a sense of ownership in policy development.

Finally, clear and transparent communication about the rationale behind policies is essential. Explaining the purpose of smiling and eye contact—such as enhancing customer experience—while acknowledging the importance of employee safety creates a balanced perspective. When employees understand the goals and are involved in shaping how policies are implemented, conflicts are less likely to escalate. Transparency also minimizes misinterpretations about social cues, thereby reducing customer harassment incidents stemming from social misreading.

In conclusion, a combination of active listening, empathetic communication, collaborative problem-solving, and transparent messaging can effectively address the conflicts arising from the current customer service policy. These techniques foster mutual understanding, respect, and cooperation, ultimately leading to a healthier work environment where organizational goals and employee well-being are aligned.

References

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