Organizational Conflict

Name: Date: Using what you have learned about business communication through Unit 2, respond to the following questions in response to the scenario. For each question, you should write a paragraph-length response (5–7 sentences) to receive credit for this assignment. You may use your Sophia tutorials as a resource. Question 1: What decision-making approach will you recommend the executive take for achieving the best decision on whether to keep this tracking system in place and for obtaining cooperation from the customer service associates? Why do you think this method is best? Specifically, for the given organizational situation, the executive should focus on achieving consensus by involving the elements of participatory decision-making. Some of the exemplary elements of consensus-building include carrying out a process that will lead to an acceptable agreement for all members, although different from the one they would choose. Therefore, the approach is most appropriate where the critical success factor is the endorsement and commitment of the employees. In this regard, the role of engaging CSAs in the decision-making process is essential in that it creates an understanding from the part of the customer service associates that they will be heard, thus eliciting an opportunity to come up with what they believe is workable and acceptable to all. Moreover, decision-making involvement amplifies the level of trust between management and employees. When sharing the case details with the associates, asking for their opinions, and explaining the final decision, the executive makes the staff more responsible for the outcome. By submitting high-quality work and getting involved in the decision-making process, this approach boosts employee morale and cooperation. The organizational climate is thus made healthier, and people work in harmony. Question 2: You recommend that the executive and managers meet with their customer service associates to better connect with them and create empathy as a key step toward resolving the conflict. What advice would you give to the executives and managers to facilitate such a meeting? What advice would you give to customer service associates? Start the meeting by setting the right atmosphere and declaring the main goal of the meeting, which is to admit the misunderstandings of associates and find ways to unfreeze them. They should also speak actively, that is, by holding eye contact, inclining their head in appreciation, and then repeating some of the things the associates said to indicate that they understood. There are essential recommendations for today’s leaders and managers regarding impartiality: they should avoid getting defensive. They should also ensure that they engage the workforce i...