Leadership Report: Client Issues, Teamwork, and Problem Resolution

This report addresses a client interaction scenario, focusing on problem-solving, client experience, and team management. The report analyzes how to achieve desired client results, handle feedback, and prioritize issues in a fast-paced environment. It emphasizes effective communication, including interpersonal approaches to address client complaints and coworker feedback. The report identifies and prioritizes items requiring immediate attention, such as customer complaints, perishable goods, staffing shortages, and workplace environment concerns, providing rationales and suggesting information sources. It outlines the actions needed to resolve each prioritized issue, emphasizing the importance of empathy, clear delegation, and root cause analysis. The report provides a framework for managing client expectations, resolving conflicts, and maintaining operational efficiency within a service-oriented setting.

RUNNING HEAD: REPORT 1
REPORT
Student Name
Institute Name

REPORT 2
Contents
Question 1:.................................................................................................................................2
How would you work with your client to achieve the desired results so that they feel
prepared for the job application deadline while ensuring a positive client experience?........2
Outline the interpersonal approach you would take with your co-worker to address the
feedback you received from your client.................................................................................2
Question 2:.................................................................................................................................3
Identify and prioritize the items that need to be addressed in this scenario and provide your
rationale for each item............................................................................................................3
What additional information do you need for each of the items you prioritized? Where do
you get that information? Explain why you would go to these sources. What are some of
the questions you would ask?.................................................................................................4
What final actions would you take to resolve each of the items you prioritized?..................5
Reference....................................................................................................................................6

REPORT 3
Question 1:
How would you work with your client to achieve the desired results so that they feel
prepared for the job application deadline while ensuring a positive client experience?
It is important in the case situation to be more involved with all the issues that the client is
facing along with right solution for the problem. It is also crucial to highlight the task that
require some kind of attention by setting deadline for the client. The employee will have to
listen carefully all the issues that the client is facing and the fact that he has very less time left
to apply for the job, the employee will also have to take action quickly. This will impact any
kind of non-action situation and will help the client to stay focused on finishing the work in
short span of time (Arnold and Boggs, 2015). In addition, it further assists the employee to
maintain a big picture-based view for the client’s applications since it is his job to make
things simple for the client by basically managing them and their work by making them part
of the team (DeVito, 2012).
Right after taking over the issue which client was facing, it is an ideal step to sit and make a
clear action plan for the customer. This will help the employee and the client and will also
save any kind of misunderstanding that happened previously. The quick action plan with the
goal to achieve maximum result will be right thing to do.
Outline the interpersonal approach you would take with your co-worker to address the
feedback you received from your client.
The approach to deal with the feedback given by the client for co-worker must be designed
carefully since she has a good record so far and the complaint in one specific case must be
dealt with concern and empathy. This is why, it is important to clearly understand the
difference between the behaviour and personality and how any feedback to co-worker must

REPORT 4
not be associated with her personality but rather her behaviour in this specific situation (Lolli,
2013).
It is also important to be sensitive while dealing with her behaviour since no one knows the
problems she is facing in her personal life. There should be no blame game but rather a
realization of the things that went wrong during the workshop and how it can be handled in a
better way in future.
There is an approach called sandwich feedback technique which is based on three step
processes to assist the employee while designing his feedback for the co-worker in right
manner (Erozkan, 2013). The first step is to praise the worker about her dedication towards
her work in past and how it has helped the business to growth. The second step is corrective
measure where the employee will point out the recent situation and understand her side of
story in order to help her deal it in a better way. The last step will be more praise along with
word of encouragement to perform better in future. Therefore, the critique is wrapped
between two layers of praise. The main advantage of this methods is two-fold where firstly it
tries to soften the effect of criticism. Secondly it is obvious that a manager is mostly more
comfortable with all kind of praising of the workforce, but the manager further will find it
much easier to deal with issues with the negative behaviour of employees.
Question 2:
Identify and prioritize the items that need to be addressed in this scenario and provide
your rationale for each item.
The first issue that must be on the top of priority list is to address the customer complaint
since customer must not go home upset.

REPORT 5
The second issue that must be prioritize is take care of the milk which is left on the doorstep
in the hot summer season. Milk is the main crucial raw material for the café and it must be
saved as a priority.
The opening staff member is not coming and the rush hour is about to start so that the third
priority is to find a replacement of the absent member and so that there will be less confusion
during rush hour (Knapp et al., 2014).
Fourth issue that must be dealt is the faint odour of the melting plastic that is coming in the
restaurant since it may impact the ambience. In the end, he must finish his three register for
morning report.
What additional information do you need for each of the items you prioritized? Where
do you get that information? Explain why you would go to these sources. What are
some of the questions you would ask?
As per above discussed issue that must be identified and prioritized following are some of the
additional information that he will need to address it along with sources of information: -
1. The complaint made by the customer is serious and it is important to understand what
went wrong. The first question needed to be asked here is that how whole milk is
served instead of vegan after clearly asked by the customer. The customer is upset and
he must be dealt with some empathy along with an apology and his complaint must be
addressed with immediate complimentary replacement (Cottrell, 2017).
2. The milk is found on the back door and it is not yet taken care of. Again, it is a serious
issue that in hot summer month the milk can go bad any minute and the fact that it is
not taken to the refrigerator is a matter of concern. He will have to address the staff
and ask questions on this delay.

REPORT 6
3. In the rush time, an opening member of the staff is missing. This may lead to a extra
workload on other staff member. The manager will have to find a replacement or
assign the work to some other member of the group so that the work of that day can
be managed smoothly. The important question the manager will have to ask is who
can efficiently take the place of the missing member in an efficient manner and how
his responsibilities will be managed along with additional work (Segal et al., 2014).
4. The last issue that need to addressed is the faint odour of the plastic which may ruin
the ambience of the place. The problem must be taken care of before customer starts
coming in. Therefore, the source of odour must be identified and addressed. Also, it is
important to find out the root cause and completely eliminate the source of the smell
so that no such issue rise in future.
What final actions would you take to resolve each of the items you prioritized?
1. The final step to deal with upset customer is to apologize and provide complimentary
service to compensate and determine the source of the issue.
2. It is important to identify the gap and delegate clear responsibility to one member of
the team to take care of the milk first thing in the morning (Kong, 2014).
3. The final step in third issue is assign replacement for the missing opening staff
member for the day.
4. The final step to address the faint odour of melting plastic and find out the root cause
of the problem and eliminate it completely.

REPORT 7
Reference
Arnold, E.C. and Boggs, K.U., 2015. Interpersonal Relationships-E-Book: Professional
Communication Skills for Nurses. Elsevier Health Sciences.
DeVito, J.A., 2012. The Interpersonal Communication Book 13th Edition. Pearson.
Lolli, J.C., 2013. Interpersonal communication skills and the young hospitality leader: Are
they prepared?. International journal of hospitality management, 32, pp.295-298.
Erozkan, A., 2013. The Effect of Communication Skills and Interpersonal Problem Solving
Skills on Social Self-Efficacy. Educational Sciences: Theory and Practice, 13(2), pp.739-
745.
Knapp, M.L., Vangelisti, A.L. and Caughlin, J.P., 2014. Interpersonal communication and
human relationships. Pearson Higher Ed.
Cottrell, S., 2017. Critical thinking skills. Macmillan Education.
Segal, J.W., Chipman, S.F. and Glaser, R. eds., 2014. Thinking and learning skills: Volume
1: relating instruction to research. Routledge.
Kong, S.C., 2014. Developing information literacy and critical thinking skills through domain
knowledge learning in digital classrooms: An experience of practicing flipped classroom
strategy. Computers & Education, 78, pp.160-173.