Conflict Resolution Consultant
You have been hired as a conflict resolution consultant for a company using an extensive call center to reach out to customers. You often refer to Guffey and Loewy’s (2015) six steps for dealing with conflict when you are faced with issues. Apply this procedure for dealing with the following conflict. Explain how you would handle the situation below. Support your viewpoint. Jessica and Audrey are both customer service representatives working at a call center. The room is divided into workstations and seating is not assigned. Jessica has been working in this position for two years and Audrey was hired three months ago. Jessica comes to work one morning and finds Audrey sitting at Workstation 3.
Jessica has always assumed that this workstation was hers. Other workstations were available, but the Supervisor told Audrey to use Workstation 3 that morning because she didn’t know that Jessica would be coming in. When Jessica arrives and sees her workstation occupied, she becomes angry and demands that Audrey vacate “her” station. How do you handle this situation? Conflict Resolution Consultant
Your response should be at least 200 words in length. Cite!!!
If a researcher studying nonverbal communication habits were to observe you for one day, what would your nonverbal messages communicate about yourself? Do you think it is important for your verbal messages to match your nonverbal messages? Why?
Your response should be at least 200 words in length. Cite!!
Guffey, M. E., & Loewy, D. (2015). Business communication: Process and product (8th ed.). Stamford, CT: Cengage Learning.
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills. Conflict Resolution Consultant