Question

Review the following scenario, and then discuss it in terms of both functional and dysfunctional conflict within an organization.

Last year, an organization established a company policy requiring that all employees smile and make eye contact with customers. Since then, employee grievances have continued to escalate. In the last month alone, 10 employees from three different stores have filed grievances. Most of them list customer harassment as a major issue: The customers assume that the employee is flirting with them because the customers are misreading the social cues. Additionally, one employee who had recently suffered the loss of her spouse complained about being reprimanded by a supervisor because she was not smiling at customers "with sufficient enthusiasm."

The organization wants to maintain an image as a friendly place to shop that cares about its customers, but the organization also wants to be a place where employees can work in a safe environment.

Explain which communication technique (or techniques) you think would be most helpful in creating a solution, and explain why you believe the technique (or techniques) will help.

subject is organizational communication can response please be typed for clear and better understanding

Answer 1

Answer:

For the given scenario, discussion in terms of both functional and dysfunctional conflict within an organization is as below:

The conflict highlighted in the case is dysfunctional conflict as the company policy is more of an imposition on the employees just to please the customers.

The policy resulted in serious negative impact on the employees who complained of customer harrassment due to misreading the social cues.

Adding to this, the employees were reprimanded by supervisors as she was not smiling at customers properly.

communication technique (or techniques) that would be most helpful in creating a solution, and i believe the technique because:

Feedback -

Understanding what the customer thinks and how he feels is important to ensure the right behavior is set for the employees in greeting and helping the customers.

This helps the firm in understanding the customer behavior rather than going with what they internally think of.

hand written aswer is as below: