In a 250-300 word response, describe a conflict situation you have experienced in the workplace. Explain the impact that the communication process played in resolving or escalating the conflict? What was the resolution? If positive, how could you incorporate that conflict resolution style in your communications? If a negative result, what recommendation could you make to improve the communication process. Use references to support your findings.
Part 2
In a 250-300 word response, relate an organizational example of the use or lack of use of ethical standards in management communications. The example may be from your own workplace or from a business situation with which you are familiar. Support your answer by indicating why you believe it is an example of communicating in an ethical manner and why you believe the decision was made to communicate in the particular manner. Use references to validate your analysis.
Answer preview
The customer was not given adequate time to present their issue since the employee interrupted the conversation creating disputes. Instead, the staff member on that call would have applied critical listening skills to interpret the message correctly. It was the employee’s duty to calm down the client and approach them in a friendly manner. A positive solution could only be met if the worker avoided the distraction of other incoming calls. It interfered with the ability to give full attention to the client’s claims, thus effectively resolving the matter. It would also have been helpful if active listening was practiced since the message would be clarified, thus avoiding
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