Reference no: EM132839331

People often people think that to convey an accurate message, the use of gestures and facial expressions will be sufficient, without regard for different cultures where different rules of non-verbal communication may apply. Read the scenario below and respond as you believe a manager should.

Scenario: You have observed that Sala (originally from Fiji) in your Customer Service Team is avoiding Tina. In fact, Sala was quite upset when she had to sit next to Tina in a meeting. You decide to speak to the employees separately.

You find out from Tina that the only unusual interaction she has had with Sala is when she touched Sala's curly hair and told her how nice and soft it felt. She intended to show friendship.

You find out from Sala that in Fijian culture, it is inappropriate to touch someone's hair as it is seen as disrespectful and even insulting.

a. Evaluate Sala's reaction in terms of the concept of emotional triggers.

b. Evaluate whether cultural behaviours and beliefs impact workplace interactions.

c. As a manager, develop a plan to respond appropriately to this scenario considering the emotions of both Sala and Tina when making a decision.