Question: 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.
Please explain whether you agree with my classmate response to the above question and why? (a mininum of 125 words)
CLASSMATE'S RESPONSE: There are multiple communication techniques that would be helpful in this scenario. The first one they should initiate is problem-solving. In problem-solving they can have an open discussion about creating a friendly environment without sending mixed emotions to customers or forcing employees to do things they maybe uncomfortable with. Another technique they can use is active listening. They can listen to both employee grievances and customer problems then offer a solution that helps both sides. Another technique that can help in this situation is negotiation. This technique is helpful for both sides because it allows for them to compromise. The company could find an agreement that enables them to create the friendly atmosphere they want while providing the employees with tools and techniques to create a positive friendly atmosphere for customers.