CQS104 Personnel Management: Problem Solving and Communication Skills

This report addresses a conflict between a carpenter and forklift driver due to mishandling a reception table. It applies Polya's four-step problem-solving method to identify the problem, plan a solution, implement it, and reflect on the outcome. The report also includes verbal and written instructions issued by the project manager to resolve the conflict and prevent future occurrences. The verbal instruction involves a structured conversation to understand the situation, while the written instruction confirms the conversation and requests further details for investigation, emphasizing clear and consistent communication.

Personnel
Management

Contents
INTRODUCTION.......................................................................................................................................3
MAINBODY...............................................................................................................................................3
TASK – 1....................................................................................................................................................3
Identify problem and apply problem-solving method..............................................................................3
TASK – 2....................................................................................................................................................6
Issue a verbal instruction.........................................................................................................................6
TASK – 3....................................................................................................................................................7
Issue a written instruction........................................................................................................................7
CONCLUSION...........................................................................................................................................9
REFERENCES..........................................................................................................................................10

INTRODUCTION
Communication is an essential component within business operation sit allows a manager
to ensure that all the decision taken within the organization are organized and structured in
nature. In addition to this, it allows the manager to have smooth and efficient working along with
effective promotion of coordination among employees which is essential to attain productivity
and high level of performance (Oliynyk., 2018). The following report will focus on the provide
case study and will identify problems. Moreover, it will include problems solving methods along
with both verbal and written instruction in order to rectify issues both current and for the future.
MAINBODY
TASK – 1
Identify problem and apply problem-solving method
There are various problems that can arise within an organization which can negatively
impact not only the business operation of an organization but also develop negative feeling
among employees. This makes it crucial for a manager to ensure they are able to effectively
identity problems within business operations and develop well structure as well as systematic
plans in order to solve the issues. The process also ensures that the issues are not encountered in
the future and maintain high level of productivity as well as performance. As per the case study
both the carpenter and forklift driver have developed a conflict over mishandling of business
operation consisting of a reception table (Maļecka., 2018). This has causes disharmony as well as
mistrust among both employees. It is crucial to solve this issues in order to not only overcome
the issues but for effective development to positive employee relations. In order to solve the
mentioned issue Poly’s four-step problem-solving method is utilized and elaborated below in
context to the presented scenario:
Polya’s four-step problem-solving method:
This method consists of four effective steps that allows in solving problems in an optimal
manner. This method provides essential support to individual when encountered with complex
problems. In context to the case study, this method will allow is resolving the conflict between

employees in a structure manner which will ensure that the issues are rectified in a positive
manner. Given below are the four steps to solving problem relive to the case study:
Identify the problem:
This step of the process is crucial as it is important to effectively understand the situation
and identify what the main problem is in order to develop suitable plan. This is crucial as
misreading a situation can deliver a plan that would be effective in solving the issue.
Problem solving:
 The damage to the table has caused a conflict between the carpenter and forklift
operators. The damage is irreversible and will cost extra in order to be fixed.
 The main issues that can be observed are lack of communication on the parts of both the
employees as there was miscommunication which resulted in mismanagement of
operations.
 The employee should have communicated with each other in effective manners in order
to avoid this situation. In order to ensure that future actions are not repeated there has to
be development of positive and clear channel of communication.
Plan for solution:
This step of the process focus on development of a plan based on the identification of the
problems. The plan needs to be effective as well as efficient in solving the issue in order to
ensure the issues are solved in a positive manner. In context to the case study, the plan will
allows in resolving the conflict between the carpenter and forklift driver in an effective manner
and ensure positive relations (Skripiuk and Kaverina., 2018).
The point here is to develop a possible plan or solution to the problem and then decide
which of the following to follow:
 Evaluate if the damage can be covered under contingency plan.
 The other plan can be focuses on salvaging the damaged table and retrieving salvageable
amount in order to cover expenses.

 Understand the situation through communication with both employees in order to
understand who was at fault and how it could have been prevented.
Implement:
This step of the process allows implementation of the plan relative to the identified
problems in an effective manner. In context to the case study, it will ensure that the plan is
implemented in a structured and systematic manner to ensure success (Semenova, Vinichenko
and Ivanova., 2018).
When implementing a plan it is crucial that the decision is agreed by the parties involved
and documented:
 If the contingency plan is to be implemented it will cause utilization of unnecessary fund
but can be effective as it will not impact the employee involved in the situation.
 If the plan to salvage the table is implemented it may not provide adequate funds to cover
the overall damage and can be ineffective.
 The plan to develop a better communication channel between employs although with not
provide fins to solve the issues relative to the damages but it will ensure no future
incident take place within the business.
Reflect:
This stage focuses on decisions that are made and helps in reflecting upon what happened
when the plan was executed in an effective manner. In context to the case study, it will help in
understanding if the implemented plan is effective or require adjustments. The implemented
plans will allow making necessary changes on the bases of results of the plan. It will provide
adequate time to analysis the results and ensure that the pan is successful in its objective. In
addition to this, it will ensure that the plan that is implemented is appropriate and involves both
parties that are related to the incident (Nikiforova and Guryanova., 2018).

TASK – 2
Issue a verbal instruction
Verbal communication is a key element in stabling positive relations with employees. It
allows the manger to ensure that there are no gaps in communication relative to roles and duties
of the employees. In context to the case study, the project manager will have to have proper and
structured conversation with the forklift driver in order to understand the situation in an effective
manner. Given bellow are elements such as when and where along with how the project manager
can deliver instruction and why it was conducted in the specific manner:
When:
The project manager will have to conduct this verbal conversation with the forklift drives
once the situation has been analyzed in an effective manner. This is crucial as it will allow the
manager to understand the situation in an optimal manner and help him understand the
perspective of the forklift driver as well.
Where:
The conversation should be held in a private office in order to avoid interference from
other employees. It will also allow the forklift drive to be confortable and express their opinion
on the situation. The project manager needs to ensure that all the statements are recorded which
will help in further resolution of the issue.
Instructions:
The instruction needs to be brief as well as clear in nature and should consist all the
necessary information relative to the incidents (Cherchenko., 2018). The verbal instructions need
to be structured and follow a specific pattern in order to ensure that the forklift drive is able to
understand what is being said.
Transcript:
It is crucial for the verbal conversation to consist the elements of four Cs as it is an
effective way to ensure that the instructions will be understood (Rubtcova, Pavenkov and
Pavenkov., 2017). The four Cs focus on the concept of instruction being clear, concise along

with being complete and consistent. Given below is the transcript between project manager and
carpenter:
Transcript Conversation
Project manager
with carpenter
and forklift
driver
Project manager: The particular situation has caused the conflict between you
two. This issue has cause major inefficiency within our operations. Although
we can come to a solution if we effectively communicate with each other and
understand the situation.
Project manager
with forklift
driver
Project manager: Tell me your side of the incident for me to better
understand what had happened.
Forklift driver: The table arrived at late hours and I unloaded it in a proper
manner and kept it in the warehouse as instructed.
Project manager
with carpenter
Project manager: Did you (Carpenter) examine the table once it was place in
the warehouse and what was your initial assessment of it.
Carpenter: No I did not assess the table once it was place in the warehouse
and began assembly as I was instructed to do so.
Project manager
with carpenter
and forklift
driver
Project manager: I think there is a case of miscommunication which has led
to this situation. I would recommend you both to evaluate your side of the
situation and revert back to me on what you think we could have done to
solve this issues. I want to include you in the decision making process so we
can further negate such a situation.
TASK – 3
Issue a written instruction
Given below is the written document to be given to the forklift driver which confirms the
conversation with project manager along with requesting a further meeting (Santalova and et. al.,
2017). The document contains specific details for further investigation in the future:
Points Description
Notes from verbal The previous conversation we hand provided me with valuable information

conversation relative to the situation. You were able to provide with specific view point
relative to the issues that was encountered. In addition to this, we were able
to develop a positive communication among us that will further help us
develop solution that will help use negate this situation in the future.
Details required In order to ensure that I am able to understand the situation at a deeper
level I would requie some more input form your end relative to the
situation. You need to provide me with the specific time o the incident
along with when the conflict began with the carpenter. I would also suggest
that you provide me with detailed information relative to the situation.
Further meeting We can arrange a meeting in the future which will include all the
information you have to prove. This will help us to better understand what
caused the issues and how we can overcome the specific situation in order
to ensure no future operations are hindered and positive relations are
maintained.
Content of Written communication:
Written instruction are an effective way to ensure that instruction are communicates in an
effective manner as well are recorded for further investigation. It allows the mangers to provide
concerned parties with structured as well as systematic instruction which are clear and well
understood. It allows the manger to provide and attain vital information relative to situation. In
context to the case study it is crucial for the project manager to prove written instructed that are
optimal in communicating what is expected from both the forklift driver and the carpenter. Given
below are the appropriate tone, duration as well as content that are required in a written
instruction:
Tone:

The tone should be calm and clear in order to ensure that the instruction are not
aggressive as well as optimal in avoiding miscommunication. Moreover, the clear tone will allow
the project manager to communicate with the carpenter and forklift driver in a positive manner
(Verbovska., 2019).
Duration:
The instruction provided by the project manager need to be brief but clear. This will
allows the project manager to keep the conversation shot but effective in trading valuable
information relative to the issue and how it can be solved.
Content:
The content within the instruction should be structured and focus on gaining valuable
information relative to the situation. It should focus on having appropriate question which will
help the carpenter and forklift driver to present their opinion relative to the situation
(Heidemane., 2017).
CONCLUSION
From the above report it can be concluded that, it is vital for a manager to develop
positive communication skills in order to ensure that they are able to overcome complex
situations in an effective manner. In addition to this, it allows the manager to promote positive
relation with employees which will ensure that decisions taken to solve issues consist of opinions
relative to concerning parties in solving the issue. Moreover, the manager should have both
effective verbal and written communication skills in order to understand and provide guidance to
others in solving complex situations.

REFERENCES
Books & Journals:
Cherchenko, O. L., 2018. Labour motivation and stimulation in personnel
management. Economic Bulletin of the National Mining University scientific
journal, 61(61). pp.153-159.
Heidemane, L., 2017. Project on Development of Personnel Management at a Service Company.
Maļecka, D., 2018. Personnel Management Improvement Project of an Organization.
Nikiforova, E. N. and Guryanova, N. M., 2018. Organizational culture in personnel management
of agribusiness subjects. Mezhdunarodnyĭ Sel'skokhozyaĭstvennyĭ Zhurnal, (4), pp.60-63.
Oliynyk, I., 2018. CORPORATE CULTURE IN PERSONNEL MANAGEMENT
SYSTEM (Doctoral dissertation, Тернопіль: ТНЕУ).
Rubtcova, M., Pavenkov, O. and Pavenkov, V., 2017, March. The Nature of Modern Concepts of
Personnel Management. In Prepared for the 6th International Conference on Issues in
Applied Business, Management, Social Sciences Research (IABMSR-MARCH-2017)
March (pp. 27-28).
Santalova and et. al., 2017, December. Effective tools for management of organization.
In Perspectives on the use of New Information and Communication Technology (ICT) in
the Modern Economy (pp. 537-545). Springer, Cham.
Semenova, K. Y., Vinichenko, M. V. and Ivanova, A. A., 2018. THE USE OF TIME
MANAGEMENT IN THE PERSONNEL MANAGEMENT SYSTEM. Новое
поколение, (2). pp.96-100.
Skripiuk, I. I. and Kaverina, E. A., 2018, July. Innovative Methods of Personnel Management
Based on Total Quality Concept. In 2018 Third International Conference on Human
Factors in Complex Technical Systems and Environments (ERGO) s and Environments
(ERGO) (pp. 213-216). IEEE.
Verbovska, L., 2019, May. Management of Personnel Development in Conditions of Change.
In International Scientific-Technical Conference MANUFACTURING (pp. 207-217).
Springer, Cham.