Thursday, December 5, 2019

Managing Customer and Organizational Complexity †

Question: Discuss about the Managing Customer and Organizational Complexity. Answer: Introduction The report discusses about the causes of conflict in the hospitality sector. The report is divided into three parts, Assessment 1, 2 amd 3. Assesment 1 in the report describes dealing with a conflict situation with focus on the reasons and causes responsible for causing the conflict. In this part the report also describes for avoiding conflict and also find ways for turning them into opportunity. The second part of the report which is Assessment 2 deals with customer service role play with focus on effective communication and response to diversity. There is also a third part of the report that gives solutions in resolving a conflict situation in a restaurant. Conflict is very much a part of normal life and there exist varied number of issues that can lead to rise in conflict within organizations. Conflicts occur between committee members, ordinary members, volunteers, clients and employees (Van Evera 2013). This can be of a highly destructive nature if not resolved within time. The hospitality industry can however take necessary steps for minimizing the potential situations that gives rise to conflict or can resolve it in a constructive manner. Common Reasons for Conflict There are five common reasons mentioned below that might lead to conflict in the hospitality sector: Conflict can arise due to misunderstandings about the objectives, aims and nature of a job and also difference in expectations of how things need to be executed. Conflict also arises through misunderstandings in different responsibilities of employees and management. Also it might be due to priorities, needs, beliefs and values. Conflict might arise due to poor communication between employees and management or between staff and clients. Conflict arises due to lack of planning. This happens when the hospitality sector have just overcome one crisis and is about to face the next one. Conflict may arise due to bad staff selection. Thus, the hospitality sector can land up in a situation of conflict when some inappropriate staffs make an entry into the industry. Conflict in the sector may also arise due to burnout, stress and frustration. Ways of Avoiding Conflict? The arisen Conflict can be avoided by adopting the following measures (Anderson and Wallace 2013): To avoid a conflict the industry must first acknowledge the concern of its employees and management. Through calmly discussing the concern that each other holds The employees and the management should also be given a chance to speak While dealing with a conflict the hospitality sector must try to deal with the situation with respect The person appointed for dealing with the conflict must work with his/her body language. How to Turn Conflict into Opportunity? There are however eight ways for turning conflict into an opportunity. These are as follows (Savel and Munro 2013): Conflict can be turned into opportunities when it involves a group. This is because a team can try and often sort out problems by working as a group. The communication can receive a positive vibe through conflict. Through resolving conflict and undertaking measures communication gets better and improved. Conflict can pose an alert on morale issues and make one alert low morale can be a reason for conflict. Conflict also moves people out of their comfort zone and make them realize their hidden capabilities. Conflict also helps in improving productivity Conflict also leads to sound ground for negotiations. Conflict also brings in opportunities for growth. Conflict can also lead to improvement in meetings because then everyone present in the meeting provides a perspective for resolving the issues Procedures Adopted by Hospitality Industry in Dealing with Complaints To deal with customer complaints the hospitality industry has adopted the following procedures (Chen, Shie and Yu 2012): Listening to the customers without interrupting them By empathizing this will make the customers realize that their complaints are heard by the authorities. By asking for an apology even for situations that they are not in control off. Through improvising necessary actions Conflict can get ignited from tiniest of action or word and can thereby result in destructiven behavior and responses as is mentioned in the above situations. The concern should be specified and one must ensure avoiding attacking the the other person with accusations. However,with strong nonverbal and verbal communication that refers to making of eye contact, usage of physical actions that are non threatening, verbal expression the manager can effectively deal with the first situation. However, the second situation seems a bit complicated as the guests refuse to listen and creates a situation of disturbance.Thus, the managers must undertakeeffective communication in resolving conflict in a successful manner by addressing the single issue with patience. However, the major challenge faced in initiating effective communication is prevention of escalation of conflict which might result in communication that is broken, negative commitments and false assumptions. Therefore rather than reducing the conflict things might get aggravated. The most notable benefit for making use of effective communication in resolving conflict refers to reduced anxiety and maintainence of an ambience where everyone seems happy and at peace. Recommendations Fosusing on the relationship with the person responsible for the conflict will enable one to deal with it in a constrctive manner. Finding ways to resolve the conflict in the best possible manner by trying to understand the situation from the perspective of the person responsible for the conflict. This must also be rememnered that successful solution to a conflict is a result of flexibility, maturity and empathy. Responding To Diversity One must therefore remember that treatent of others should be done in a manner in which he or she wants to be treated (Schmitz and Ganesan 2014). There are however some common principles that will ensure responding to diversity and dealing with customer diversity in both the situations All business have a culture and hence respecting diversity must be considered as one of the prime values in guiding the team It is very necessrary for sprending time whenever possibe for learning about the whereabouts of the customers and thus developing a knowledge on values, beliefs and world views. In this case a better practice would be paying attention to the communication traits of the customers and thereby mirroring them for increasing the effectivity of interaction. Diverse work environment can be created by hiring employees who are bilingual thereby ensuring they speak more than a single languge. These employees will not only help in creating unique customer experience but wil also be able to deliver unique insights about varied cultures. The experieces gathered while interacting with a customer from a different culture must be conveyed to the colleagues. Dealing with Customer Conflict This is a rule of every business where manger needs to deal with angry or unhappy clients from time to time (Komunda, M. and Osarenkhoe, A., 2012). However, in effectively dealing with the conflict with the customer the following steps: Adjusting the mindset which will help the managers in dealing with unhappy clients quite effectively By actively listening actively to the viewpoints of the clients will help the managers understand the grievances and deal with it accordingly. Repetition of concerns will enable the managers in addressing the right issue By apologizing and being empathetic will help the customers understand how better the managers understand their situations. By incorporating a proper solution that will be able to make the clients happy By taking action and following up will enable the clients to understand that you have taken up steps in resolving the issue of the client Making use of feedback that helps in reducing the chances of reoccurrence of the situation The fighting of the restaurant employees over the new implemented roster can result in an awkward situation for the customers and make the restaurant potray a scenario that is completely unprofessional. However, as a part of the management team if I try to break the arguments in public then it can worsen the scenario(Fleming, Lamont and Welburn 2012). Thus, to handle such situations it is very important for developing a verbal cue where the employees are asked to meet in private as a team. I believe this can help my management team avoid embarrasing situations and also shield the image of the restaurant. As a part of the management team it is my utmost duty to determine the existing conflict amongst the employees and suggest them a solution that would resolve their problem instantly. Thus, through proper communication enough time should be given to the employees in cooling down. However, the solution achieved must be a balanced one. Moreover, I must make the employees realize the impact their behvaiour might have on the customers. To resolve the conflict I must deal with both sections of the employees in an equal manner(Riskin 2013). This is because resolving the issue through one to one conversation might result in ensuring an unfair advantage to a storyteller who is more persuasive. I can even adopt ways where I can divide the employees in quieting the conflict. After which I can address a separate meeting with each of the employee in presence of another manager. This will not only allow the employees to place their viewpoints but the presence of two managers will also enable a proper understanding of the situation. Further, I should not be judgemental about the conflicting employees but try to be impartial and provide interactive solutions that might stop the conflict(Deyoe and Fox 2012). Thus, I should try to mimimize as much negative energy as possible. However, ongoing conflicts if not addessed can result in needless turnover thereby resulting in distracting employees from ensuring proper customer service. Though the comflict cannot be totally avoided but I still must try in fostering a culture that will put across a message of conflict intolerance. Further, identification of the root causes of conflict is necessary for making the job space less stressful for the employees. Therefore looking for areas that serves as a common groud for bringing the employees together must be emsured. Thus, to spread harmony as a part of the management team I must ensure rewards for team behaviour. In addition to this, it must be enusured that plans for compensation not only recognizses individual performance but also overall customer satisfaction. Moreover, the maanagement team should also make it a point of celebrating the big restaurant revenue day with the employees. At the same time it must also be remembered that sometimes conflict can be resolved with a no response from the management when the employees disagee on a particular situation. In such cases, attention muts be paid to the employees suggestions in providing a solution to the conflict. Sometimes, some of the valuable employees might have some important suggestions which must be listened(Petree, Broome and Bennett 2012). In addition to this, praising the strengths of the employees is also necessary from time to time. Also I will try to distribute the hours of work evenly and try to keep the staff focused and busy. Conclusion The report ends with providing a solution for a avoiding a confict situation in a hospitality sector like restaurant. There is discussion about customer service role play with focus on effective communication and response to diversity mentioned in the report. The report also dicusses and gives an overview of the reasons and causes of conflict, ways of avoiding a conflict and means of turning a conflict situation into an opportunity. References: Anderson, M.B. and Wallace, M., 2013. Opting out of war: strategies to prevent violent conflict.Europe,5, p.1. Chen, C.K., Shie, A.J. and Yu, C.H., 2012. A customer-oriented organisational diagnostic model based on data mining of customer-complaint databases.Expert Systems with Applications,39(1), pp.786-792. Deyoe, R.H. and Fox, T.L., 2012. Identifying strategies to minimize workplace conflict due to generational differences.Journal of Behavioral Studies in Business,5, p.1. Fleming, C.M., Lamont, M. and Welburn, J.S., 2012. African Americans respond to stigmatization: the meanings and salience of confronting, deflecting conflict, educating the ignorant and managing the self.Ethnic and Racial Studies,35(3), pp.400-417. Komunda, M. and Osarenkhoe, A., 2012. Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty.Business Process Management Journal,18(1), pp.82-103. Ndubisi, N.O., 2012. Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector.Journal of Business Research,65(4), pp.537-546. Petree, R.D., Broome, K.M. and Bennett, J.B., 2012. Exploring and reducing stress in young restaurant workers: Results of a randomized field trial.American Journal of Health Promotion,26(4), pp.217-224. Riskin, L.L., 2013. Managing inner and outer conflict: Selves, subpersonalities, and internal family systems.Browser Download This Paper. Savel, R.H. and Munro, C.L., 2013. Conflict management in the intensive care unit. Schmitz, C. and Ganesan, S., 2014. Managing customer and organizational complexity in sales organizations.Journal of Marketing,78(6), pp.59-77. Van Evera, S., 2013.Causes of war: Power and the roots of conflict. Cornell University Press.

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