Customer Satisfaction Skills

Two questions.

  • Unit VI Study Guide
  • Chapter 9: Resolving Conflicts with Others
  • Chapter 14: Customer Satisfaction Skills

Unit VI Journal Open

  • Instructions

As a human resource manager, how would you deal constructively with complaints and anger from fellow employees, management, and customers within an organization? Are these methods effective to resolve the issues? Explain and discuss.

Your journal entry must be at least 200 words. No references or citations are necessary.

Unit VI Reflection Paper Open

  • Instructions

As discussed in the unit lesson, resolving conflict in the workplace requires using interpersonal skills, management skills, and techniques. Interpersonal skills can consist of understanding individual differences, self-esteem, self-confidence, communication, teamwork skills, problem-solving skills, cultural relations skills, motivation skills, customer service skills, ethical behavior skills, and stress management skills. Management skills focus on the type of management skill applied such as collaborating, accommodating, forcing, avoiding, and compromising. As a member of the workforce, you must be able to effectively resolve conflict, either with the use of interpersonal skills, management skills, or by applying the recommended ways of responding to tension in the workplace (e.g., overcoming defensiveness, accepting of the tension, and resolving the tension).

For your Unit VI Assignment, please reflect on your knowledge of resolving conflict that you have experienced or observed in the workplace. Please analyze what you have learned. Describe how your learned knowledge can be used. Also, identify how this information can be used to resolve conflict in the workplace in your current job or from a past incident you have experienced. What steps/methods were used in resolving the conflict?

Your reflection paper should be at least three pages in length, including an introduction, a body that supports your reflection, and a conclusion. Be sure to include a title page. The title page does not count toward the total page requirement.

  • attachment

    Chapter9and14.docx

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