Conflict is inevitable in any organization because there are always people with differing opinions and personalities; therefore, approaching conflict constructively and creating a positive or a win-win is a must to overall moral and organizational communication. “Conflict can be described as a process that occurs when individuals, small groups, or organizations perceived or experience frustration in attaining goals and addressing concerns” (Shockley-Zalabak, 2009, p. 295).
In my interaction with an employee who was not meeting organizational goals, I would be specific about details and examples where the employees’ work was substandard. I would anticipate the employee to resist and deny any substandard work. I would also expect the employee to argue any wrong-doing with employer/customer communication. I would cite that several customers and employees have spoken to me regarding the employee’s confrontational attitude and give some specific instances. I would also state that other employees have a higher workload as a direct result of the substandard work effort. Since the issue was with one person and not the entire staff, I would use an assertive communication model; this is a direct and frontal approach to pursue with the individual (Cahn & Abigail, 2007, p. 66). I would state the company policy and state the specific problems. The employee in question would hear in detail what the problems were and how these problems affected the organization. This approach allows me as the manager to cite concrete examples and give an ultimatum for improved performance.
I would consider any opportunity to enhance the ability of the employee to listen and effectively receive the information. “It is human nature to jump to conclusions – to accept blindly what we want to hear and to reject without thinking what we don’t want to hear. And the more ego involved we are with an issue – that is, the more we have a personal stake in the outcome – the more likely we are to lose our objectivity by not listening or by distorting the message.” (Trenholm, 2008, p. 59). Visuals, such as examples of clients’ files who have expressed concern, may help as people respond to visual imagery (Trenholm 65). Providing specific reasons to listen helps; in the situation of an employer communication this may be self-evident, but if the employee senses it is not a priority for me or the company they may be less likely to listen actively.
It is important to use the problem for the basis of defining opportunities. The problems represent a unique opportunity to open dialogue without necessarily having to initiate an agenda from out of the blue, so to speak. It allows an opportunity for the receiver in either case to understand the cause and potential for correction given the circumstances. It is an opportunity for me, the sender to define the problem and apply a communicative forum for both myself and receiver. After clearly defining the problems, the ultimatum for improved work performance along with improved customer/employee relations would be cited. Either the employee improves and thrives within the organizational structure or the employee would be let go. This clearly defines what is expected of employee performance and organizational communications, both internal and external.
It is important to address this situation directly. Choosing to overlook, minimize or avoid the issue would likely communicate the wrong message to other employees and cause the behavior to fester or increase. One employee who communicates poorly can hurt the entire office morale and affect the organizational structure and profit.
References
Cahn, D. D. Boston
Shockley-Zalabak, P. S. (2009). Fundamentals of Organizational Communication: Knowledge, Sensitivity, Skills, Values (7th ed.). New York
Trenholm, S. (2008). Thinking Through Communications: An Introduction To The Study Of Human Communication (5th ed.). Boston
When I first saw Chris’s blog, the impression was calmness and structure. The effective use of space gives more definition to the layout of the blog. It allows the actual content to stand out more. The visuals and design elements incorporated into the blog flow together and the colors and size of the visuals complement each other. The heading and subheading is inviting and eye-catching.
ReplyDeleteI like the content of the subject matter, which is well documented—lending credibility to the post. As I continued to read, the information was believable and realistic. There were visuals in the beginning, but as one reads further they disappear and the blog takes on a very formal, almost stiff tone.
This blog can appear more interesting in order to grab readers’ attention as they browse by. One way of accomplishing this is by adding more graphics such as a video or a picture. Doing this will add more appeal and stimulation to the eye and break up the monotone of the page. Overall, Chris has created a very unique blog and adding more gadgets to the format will take the post up a notch or two.
Hi Chris! I was supposed to review Felicia's blog, but couldn't find it. So far you only have one review from Denise, so I thought I'd contribute.
ReplyDeleteI agree with Denise that it's looking pretty good so far, and feels professional. Everything I suggest would just be a matter of preference.
I would add one or two different fonts- nothing crazy, just different- to make the page look a little more interesting. Also, I second Denise's suggestion about more visuals within the post.
I'm also not a huge fan of the layout with the widget bar at the bottom, as it is easy to completely miss. I like to fill up the sidebar first with widgets, so a reader can take in as much as possible without a lot of scrolling.
One final suggestion (which I haven't done myself yet): Looking over the Course Grading link, it highly suggests we incorporate some of our work from previous classes to demonstrate our mastery of communications.
Hope this helps!
Kristin