BUS 610 Conflict Identification and Resolution
BUS 610 Conflict Identification and Resolution
CSU - Dominguez hills
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Date Created: 11/15/15
Week 2 Assignment 1 Con ict Identification and Resolution Your Name BUS610 Organizational Behavior NAB 1423A Professor Shawna Wendlandt June 23 2014 Week 2 Assignment 2 I have a personal story to tell and I feel it is appropriate for the topic of this paper I ve been with my current employer for 10 years I was hired as a customer service representative and was very familiar with the position customer service Working in the mental health and behavioral health field was new for me but I was ready and eager to learn Working with mental substance abuse and crisis calls can sometimes be tedious however overall I was happy with the organization and how it was operated Around my forth year of working with the organization the economy started to go downhill and the unemployment rates began to increase We serviced many different types of accounts as well as individual policies I learned each account and in no and was handling near 85100 with an average handle time of less than four minutes Eventually the calls were becoming repetitious and achieving all of the department goals was no longer a challenge I was recognized for my hard work and ability to contribute to the teams goals I was a stand out employee and my supervisor and team mates utilized me for other projects and I felt honored to do it If the supervisor was not available to take supervisor calls my other team members would look for me to take these calls The reviews were done quarterly by Blue Cross Blue Shield and if the goals were not met the organization would be required to pay a fine I would frequently have with the Director of the company and during our meetings we would review reading materials the different types of management skills and leadership At this time I was with the company for 4 12 years and I was beginning to feel like director seen potential in me and wanted to enhance my leadership skills to prepare me for a higher position The department began to share office gossip because I was meeting with the director and was always doing other department work that did not require me to be on the phones like everyone Week 2 Assignment 3 else I didn t allow the gossip to affect my job performance I wanted to learn more and be an asset to the organization Here is where the story begins There was a position that became available in another department as a supervisor I including other team member and applied for the position I didn t get the position but a lead representative from another department landed the position I believe he deserved it and because he accepted the supervisor position his position became available This would be a perfect I still had an opportunity to apply for a higher position Office gossip began to quickly spread throughout the department the rumor was that I would be applying for the position and they knew that I would be getting it Everyone thought because of my job performance I was definitely getting the position and many other representatives didn t bother applying for the position When I received encouragement from everyone I knew that I would get this position I applied and thought I would get the job and be able to actually have the title to go along with the job duties that I was currently doing Not many people applied only four people and I knew the job is mine Two weeks passed and the day was here I did NOT get the position I was devastated I played the position as a lead therefore I knew and they knew that I was capable of being a lead not only was I surprised but everyone else was as well I must be honest and say that my mood changed I allowed my emotions to take over and affect my work performance and my attitude towards the new lead In the workplace EI can help determine an individual s ability to lead and also impacts social skills in the workplace environment Baack 2013 Week 2 Assignment 4 After the announcement my job performance was mediocre I gave no more or no less than what my job description entailed Attitudes social interactions and overall company culture and employee morale plays a significant role in staff production Baack 2012 The representative that was offered the position was a coworker in another department her name was Lisa and at that point she had only been with the company for two years and had no knowledge of my department My Supervisor and I had a brief meeting and discussed why they chose Lisa and wanted to get feedback from me and how I felt regarding their decision In this meeting I was advised that they thought I was a good candidate but felt I wouldn t be able to separate personal feelings towards other people and remain professional Emotional intelligence is the ability to understand and get along with others Hybels amp Weaver Chapter 5 p 156 He went on to say that Lisa didn t have the knowledge but she had great leadership communication and interpersonal skills and there was room for improvement in those areas for me Following our meeting Lisa and I were discussing department work by email and I didn t quite understand what she was explaining I went to her desk and told her that I didn t understand and she replied what don t you understand Clarity is that aspect or characteristic style by means of which a thought is so presented that it is immediately understood depending on the precision and simplicity of the language Hybles amp Weaver 2007 p 123 I felt she was being rude and arrogant and as I walked away I turned back around and yelled IF YOU EVER SPEAK TO ME AGAIN IF YOU EVER SAY TO ME WHAT DON T YOU UNDERSTAND IT S GOING TO BE A PROBLEM IT S GOING TO BE ME AND YOU I M AM NOT A CHILD AND I DEMAND THAT YOU WILL TALK TO ME WITH RESPECT Week 2 Assignment 5 I went back to my desk and my supervisor approached me and asked me to go in the conference room At that point I thought I was going to be terminated I could have definitely handled this situation in a professional manor quotManaging your emotions means expressing them in a manner that is appropriate to the circumstances Hybels amp Weaver 2007 p 157 My supervisor was not pleased with my actions and was shocked with my behavior I was placed on a 6 month written warning for my actions The next day the word around the office was I was upset with Lisa because I did not get the job In my opinion she came across as being rude and along with her tone she added body language and that was unacceptable I believe when this incident happened I proved to them that I was not capable of managing my emotions in the work place Managing our emotions by expressing them in a manner that is appropriate to the circumstance at hand Hybels amp Weaver 2007 p157 As a result I identified that my communication skills and attitude did have room for improvement Being self aware managing emotions motivating yourself recognizing emotions in others and handling relationships Hybels amp Weaver 2007 p 156 An EI test would have revealed a very low score based on my reaction and ability to deal with the situation Emotional intelligence is the ability to understand and get along with others Hybels amp Weaver chapter 5 p 156 The goal of con ict resolution is to reach a functional settlement The Desired outcome of con ict resolution includes agreement stronger relationships and organizational learning Agreement is accomplished when both sides are able to come to a settlement that is fair IfI wouldn t have allowed my emotions to take over this situation could have been resolved with talking to her speaking with the supervisor or a meeting with both I would not have been written up and our relationship wouldn t have been damaged Week 2 Assignment 6 References Baack D 2013 Organizational behavior Vista Bridgepoint Education Hybels S amp and Weaver KL 2007 Communicating effectively 8th Ed New York McGrawHill
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