Question

Tina Tumultuous tends to argue with customers when they complain about faulty products, want a refund, or do not adhere to More Power’s refund and return policies. In the past, Joe Newcomer has issued written warnings for repeated instances of rudeness and unprofessional conduct. Although Joe has been patient, his tolerance gave out when he overheard an incident in which Tina was rude and made an ethnically insensitive comment to a Latino customer, Maria. Therefore, he issued a three-day suspension to Tina. On her first day back from the suspension, Tina requested to meet with Joe. She immediately became argumentative and demanded the removal of the three-day suspension from her record. She also threat-ened to file a discrimination suit if Joe refused. She claimed that the discipline was unfair because she had observed other employees who were not disciplined after they were rude with customers. She was clearly upset and at one point resorted to tears. She said she was dealing with some stressful family situations but did not elaborate. Tina seemed to know all the right buttons to push. Joe resented her challenge to his authority, her claim that he was discriminating, and her attempt to manipulate him through emotions. He responded curtly that he did not have to entertain her allegations of discrimination and that the discipline was just and would not be reconsidered. He said Tina was lucky to have a job and the best thing she could do was leave his office and get back to work. Tina was shaken. As she left Joe’s office, she said, “Well, I’ve got to do what I’ve got to do.” Joe was angry. Tina was so combative and, as much as he considered himself a calm, rational person, all Joe could do was respond in a similar combative manner. It led nowhere. Joe reflected that there had been a time when he and Tina worked well together. She had been a conscientious employee, and Joe had been a supportive boss. Did he not want that sort of relationship with Tina again? Didn’t Tina?

4. What could Joe have done differently if he truly desired a cooperative relationship with Tina?

Answer 1

Answer:

Joe and Tina showed natural tendencies of confrontation and argumentation dependent on their own avocations of good and bad . This is a standard tendency that individuals show when looked in a circumstance of conflict. These tendencies depend on right and interests from tina's point of view and power based from joe's viewpoint. Tina was responding energetically so as to secure her reputation and job interests.

She was practicing her entitlement to communicate her disagreement to disciplinary activity taken by joe. Joe , then again was not conceding ,as a result of being in a place of power. It was his duty to practice power to correct the conduct issues and discipline his staff.

Joe might have been more patient and less authoritative. He was in a place of power and that was likewise somewhat the purpose behind a strong and enthusiastic response from tina . Joe might have remained sincerely impartial and disclosed to her about the extensive and unfriendly consequences of a bad conduct on the business, goodwill and her own character and job prospects over the long haul.

This ruler of advising way to conflict resolution would have been more compelling in driving home the point ,as opposed to an out right combative confrontation that joe decided to adopt.