(solved) Assignment on Role Play

   

Added on  2020-10-04

3 Pages864 Words397 Views
Role play 11.The appropriate conflict resolution technique is compromising and the communication skillsrequired to resolve the customer complaints are Listening properly, empathy, clarity,friendliness and confidence.2.Skills Required: Resolution, listening, clear communication and having a strategy Knowledge Required: Should posses knowledge about the policy of the company and alsoshould posses knowledge of consumer law.3.A company recently changes their policies of refunding the customers and lowered therefunds value from 100$ to 50$ a month ago. This gave the rise to the conflicts between thecustomers and the company as customers who bought the products above 50$ would beable to get refund from the company if there is any fault in the product. Impact of theconflict would that it would lead a customer’s dissatisfaction.4.As a manger i would manage the conflict by addressing the customers complaints in a betterway and make them understand about what new policies of the company is about and howit will benefit the customers.5.The solution to the conflict is compromising at the both ends, it will provide win-winsituation for the company and to the customers.6.The impact the conflict will be bad for the organization, it will result in loss of the customersand decrease in the profitability of the company.7.The options available are ignoring and compromising, out of these two compromising willprovide a better way to address the conflict.Role play 21.Appropriate conflict resolution technique would be collaboration and communication skills required are Empathy, listening carefully, open mindedness.2.Skills: Assertive listening, empathy, managing, Clarity and understanding others.Knowledge: Should posses the knowledge of complete issue that took place between the management and the employees of the organization also should posses the knowledge of employment laws.3.A conflict arose between the management and employees, as employees were upset because their request of two days off was turned down by the management. The reason of turning down the request was busy schedule within the organization. The impact of the conflict would be really bad for the organization even warned the company of resigning fromthe company.4.As a team leader my responsibility is to motivate the employees from not resigning from the company and even request the management for making possible change in the roster. I would suggest for the collaborative solution to the company as both the parties will be benefited.5. Solution for the conflict is adopt a collaborative strategy as it will bring win-win situation for the both parties involved in the conflict. My responsibility as a tea, leader will to act as to persuade both the parties for the better solution to the problem.
(solved) Assignment on Role Play_1

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