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. (100 words)
When discussing communication, Auditor General Randall L. Exley explains that how a person communicates (i.e., what channels he or she uses) is just as important as the message. He also feels that receiving feedback is often more important than sending a message. Knowing your receivers and establishing a relationship with them is vital (Skidmore-Williams, 2013). What do you think about Exley’s ideas about communication? Do you agree that it is more about listening than talking? Is audience analysis as important of a concept as he believes it to be? Explain. (100 words)
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