Unit 3 discussion
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.
