Reference no: EM131904511

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.

Please explain whether you agree with my classmate response to the above question and why? (a mininum of 125 words)

CLASSMATE'S POST: Communication is an important aspect for the success of an organization. Effective communication within an organization ensures that there is smooth implementation of its policies. In the situation above the organization had a good intention of serving its customers with a smile. In order to implement this, they made sure that all employees need to smile and make eye contact while interacting with their customers. However, the organization has also faced increased number of employee grievances complaints. The organization needs to look into the matter to see where the problem lies. Serving customers with a smile and making eye contacts are basic ways to ensure cordial greetings. However, in light of these complaints, the organization should observe the employee interaction with the customers. Non-verbal communication like body language is a huge aspect of communicating. Thus, one must ensure that there body language is proper. The organization should also focus on having interaction sessions with the employees at the store and their supervisors about their feedback on this rule. This will help to identify the issues and make necessary corrections while implementing it. The organization can also have special training program on non-verbal communication, body language. It is important that the employees greet their customers cordially but at the same time appear professionals.