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BUSINESS LDT ORGANIZATIONAL TEAMWORK
BUSINESS LDT: ORGANIZATIONAL TEAMWORK
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Organizational Teamwork
Teamwork is one of the most important elements that determine the success of an organization. Driskel et al. (2018) define teamwork as a process in which members of a team work together in unison towards the achievement of organizational common goals. It involves the activities in which team input translates into team output such as team satisfaction and effectiveness. Organizations that practice teamwork create unity and collaboration which helps in solving complex problems within the workplace. In other words, effective teamwork helps retain motivation, save money, and increase efficiency and effectiveness within the organization. However, it is also important to note that ineffective teamwork within the organization creates a toxic working environment which leads to extreme problems such as communication breakdowns, time and resource wastage, and unwillingness to share workloads with others.
Poor communication between employees is one of the major problems that result from ineffective teamwork within the organization. In every organization communication is one of the most important factors towards the achievement of both short and long goals. Through effective communication, organizations are able to promote employee motivation by clarifying and informing employees within different organizational departments about the tasks to be done and the manner in which those should be achieved. However, problematic communication that results from ineffective teamwork usually result to lack of coordination between employees hence leading to the problem of low productivity within the organization (Driskel et al.,2018). Therefore, in order to ensure improved productivity, it is imperative that organizations should adopt strategies that ensure effective teamwork which results to proper communication and coordination within the organization.
References
Dinh, J. V., & Salas, E. (2017). Factors that influence teamwork. The Wiley Blackwell handbook
of the psychology of team working and collaborative processes, 13-41.
Abusive Customers Cause Emotions Run High
Abusive Customers Cause Emotions Run High
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Abusive Customers Cause Emotions Run High
Dealing with customers, especially of late, has had its ups and downs. This is one of the jobs which can mess up a person’s emotional stability in a horrible manner since customer service involved dealing with all types of people as long as they are customers. This exposes a person to kind, humble, angry, irritated, and other categories of people who never allow the customer care even to talk or express the company’s stand. Some of these customers can be humiliating to think of and more so to deal with. Therefore, customer care service providers must always be prepared for anything and not always take what is said to them personally. The challenge of dealing with customers who are not considerate also comes with the burden of preparing for emotional “dryness” or merely the inability of a person to be adversely affected by what they are told. Therefore herein discussed is how dealing with an abusive customer leads to burnout and stress, personalities best acquainted with the ability to handle any customer, and the role of emotional intelligence when it comes to dealing with customers (Cook, 2010).
Stress and burnout are everyday experiences of many people since almost everyone gets tired at some point in their lives. The stress of knowing that a person has to get back to the same kind of job daily and to go and deal with a particular person or people be it, customers, work-mates or boss, can cause a lot of emotional instability since a person keeps on thinking the worst that can happen and this never makes them do their job in the right manner. This stress ad burnout is even more critical to the individuals responsible for operating at the customer service desk in any company or organization. This is because people have different tissues which they go through every day, and life to the customer service providers becomes a mixture of every kind of person. The customer service providers experience the challenge of abusive language from the customer to the customer service agents. This is never seen as a good thing but rather as a way of being rude. (Cook, 2010).
However, since the companies and organizations do not exist for the emotional, behavioral, and spiritual direction of a person’s life, it becomes tough to help some of their clients because of emotional instability and their issues which they amplify to the companies even for the smallest mistake done by the company or organization. This makes it very difficult not only for the company but especially for the customer care who receives this. Therefore, it is always essential for a company to train their customer service members on how they can do away with this issue of getting emotionally frustrated and how to channel these bitter feelings and anger caused by clients and customers.
Therefore it is true that dealing with abusive customers can lead to burnout and stress. Stress in the first place comes up with trying to please the customer who is not willing to be pleased and who is not willing to listen to the situation as it is. Therefore this already makes the customer service provider stressed about how he/she can put it for the customer to understand. This mostly happens when customers call to complain and give out their problems about a specific issue they do not like about that particular company or organization. This makes life difficult for the customer service providers and makes it at times unbearable as the customer service providers get too much emotional luggage they have to deal with. It is even made more difficult because most businesses value their customers and clients more than their employees. Therefore the customer care has to make sure that they accommodate and never show emotional anger or dislike.
This, even though intended for the company to retain its customers, brings a lot of emotional damage to the employees, especially the customer care people. From the continuous streams of stress, the customer acre personnel develops burnout as they do not have a way to deal with what they are going through. This is one of the undesired effects of working as a customer service personnel.
The difference in people’s behaviors and traits makes it difficult or easy for them to be indifferent to situations, some of which are viewed as challenging and others viewed as suitable for anyone. Therefore it also follows that some individuals fit best for a customer service provision than others. These differences come in from their personalities or experiences. A job of a customer service call center requires a person who can redirect his anger and thoughts and the anger and frustration that come along with the clients positively and make sure that it does not affect him or her negatively. Therefore, if I were the hiring human resource manager at a call center, I would mainly check a person’s personality and traits and how much they can withstand emotional frustration.
Testing the potential candidates is one of the things that can be of great importance in determining who qualifies. From a general perspective, an agent of a customer service call center should overcome the emotional baggage thrown at them. Apart from this, there are also other qualities and peculiarities which I would look into. These include such as their ability to solve problems creatively, empathy, their proper organization, calm under pressure, good memory, optimism, team player among other factors which would make the customer service call center a very efficient place not only for the customers but also for the other colleagues and work-mates. The empathy of the one being employed should be used not only for the customers who call but also for the whole working environment. Therefore, this would bring unity and peace even among the employees.
Their ability to keep calm under pressure, optimism, good memory, and other factors that qualify them for the job also makes them worthy of making peace reign among the employees and everyone around them. Therefore hiring this kind of person becomes a very crucial asset to the company. Therefore I would dismiss those who lack the required qualities and allow those who can do the work to begin working. Through this, the call center would be the most favorite of all people, and it would also be respected (Hume, 2012).
Emotional intelligence is another quality that is very important in all aspects of a person’s life and, therefore, a very much needed aspect of dealing with abusive customers. Emotional intelligence means a person can put aside their emotions when dealing with the customer or rather be ready enough to face the customers from a very mature level whereby the customer is swayed back to what should be happening rather than beginning to talk with the same amount of anger which the customer uses. Therefore emotionally intelligent people remain calm and take time to think critically and respond to issues. This can help a lot in dealing with abusive customers. The nature of talking is that if a person is angry and I don’t get angry but rather keep calm and talk to them, I will make them calm. However, it is responding to a person with the same amount of anger which they use to attack me that means I would only accelerate and make the anger more and these areas always awkward instances whereby a customer and a customer care provider both are arguing over very few things which do not matter very much.
By emotional intelligence, a customer service provider can sense what the customer is feeling. Therefore, they try to bring in solutions to the customers because they know what they want from afar. Through this, an emotionally intelligent customer care agent will express empathy to the person going through an issue, and in this case, the person is the customer. Here, the apprehension skill can be stated to be handling other people’s emotions (Hume, 2012). Along with this other apprehension skills which are essential and which emotionally intelligent people use are; dealing with personal emotions more readily, ability to push forward in the face of setbacks, sensing what the others are feeling, etc. therefore, through these dimensions, an emotionally intelligent person can deal with the others around them and in this case to deal with customers and clients.
Therefore, in conclusion, I can say that it is true that the work of customer service is considered difficult by most people. However, suppose a person is ready to be formed on how to deal with and handle different people. In that case, this is an opportunity for a person to get to know how much they can be social and what that they can make the world a better place by utilizing their strengths and recognizing their weakness however never allowing themselves into them and therefore through this it becomes possible for achievement to be realized and in this case for customer service to be made better.
References
Cook, S. (2010). Customer care excellence: How to create a useful customer focus. Kogan page publishers.
Hirst, A., & Walther, A. (2002). Emotional intelligence the key to excellent customer care at Corus and Regal. Training & Management Development Methods, 16(2), 721-721.
Hume, D. (2012). Emotions and moods. Organizational behavior, 258-297.
Nikolaou, I., & Tsaousis, I. (2002). Emotional intelligence in the workplace: Exploring its effects on occupational stress and organizational commitment. The International Journal of Organizational Analysis.
Business Law
Business Law
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Question 1: Engagement Ring.
The question as to whether an engagement is a contract for marriage in particular if an engagement ring is presented has been controversial with some people claiming that it is a contract. However, this is not true, in that there is no contract for marriage. Engagement rings are treated as conditional gifts in which a person gives their partner in the period of courtship. Anything can happen before marriage, and the couple may call it off. According to many states, an engagement ring is a conditional gift that is conditioned upon marriage between two willing parties. Therefore, if the condition does not occur, that is, the parties don’t end up in marriage, then the gift is not completed. It would be assumed that the gift never reached the intended recipient, and therefore, the ownership of the gift reverts to the original owner or the individual who gave and who is presumed to have bought the ring.
In an engagement, many people may do it without the involvement of a lawyer, and it may just be considered as a promissory note by the partners that they will be in marriage in a few months or years. Under this approach, it is difficult for legal action to be taken, and therefore, the courts refuse to consider the party responsible for the breach in a failed agreement. It should be noted that in many cases, the courts as well may not be able to identify the precise reason for ending the relationship as it considered private affairs. It would be wrong if a court to wade in murky waters in trying to assess faults in a broken relationship. If the engagement ring was offered by the family of one of the partners, it should be returned to them as it never served the intended purpose.
Question 2: Corporate Social Justice
In Dodge v. Ford Motor Company, 170 N.W. 668, the court was right in that the company owed a duty to the shareholders of the Ford Motor Company to operate his business to profit his shareholders rather than the community as a whole or the employees. However, corporate has a moral responsibility to society, and this means that they cannot only operate on the principle of shareholder value alone. The shareholders are not the only ones that play a crucial role in the success of the business as without the customers and the employees. It would be much difficult to achieve the much-desired profit value by the shareholders.
Having the company benefiting the community and the employees is an advertising strategy that might be a long-term goal for the company to increase the pool of customers, which will eventually increase the profit margin. Therefore, if I were given the opportunity to run a such a business, my primary priority would not be to the shareholders but to the employees and the community as it is more of an investment and their contribution is not only money but also the growth of the company’s image which have the eventual results of business expansion. When the court states that the company should concentrate on the shareholders and not the entire community, it fails to recognize the corporate’s social justice responsibility in which all human beings are treated based on the concepts of human rights and equality. Everyone has the right to benefit from the company without discrimination.