please help me to answer this one, you can answer it based on your own understanding, thoughts or ideas. There are no missing data, link, graph.

Activity 1 (please expand and explain it)

Dealing with Difficult People on the Phone at MedMobile

Background

MedMobile is a medical supply business located in Los Angeles employing 62 full-time and 11 part-time workers. The company specializes in equipment designed to improve patient mobility (walkers, motorized carts, wheelchairs, mechanized beds, and chairs). Average yearly sales are in the area of $1.5 million. The primary client base for the company is insurance companies that pay for rehabilitation after worker accidents or injuries. Medical professionals who conduct the patient's medical case file reviews and recommend treatment programs are in regular contact with the account representatives for MedMobile.

Your Role

As an account representative with MedMobile, you have been with the company for about 18 months. Your main job is to help clients determine and obtain the correct equipment needed to assist their patients. And then you spend hours on the phone daily and often know clients by voice. In the past month you have become extremely frustrated, almost to the point of anger. A new claims adjuster works for one of your primary account companies, TrueCare Insurance Company. His name is Abeyola Pepukayi, and he has been with TrueCare 8 weeks. He has been an adjuster for a little over a year

You just got off the phone after a lengthy conversation with Abeyola and you are agitated. For over half an hour you tried unsuccessfully to explain why you felt the equipment being ordered by Abeyola was not the best for the patient's injury, as he described it to you. Because this isn't the first time such an encounter has taken place, you are now in your supervisor's office venting. While discussing the situation with your boss, you note the following about Abeyola:

He doesn't listen. No matter what you say, he asks totally irrelevant questions about other equipment. He usually has no idea what you're talking about. He is rude and interrupts, often making statements such as "One moment, please. That makes no sense." You have spent hours discussing equipment design and function because he doesn't know anything about it. He spends endless amounts of time getting off track and trying to discuss other issues or topics.

After your conversation, your boss called a friend at True Care to see what he knew of the situation. The friend, David Helmstedter, supervises Abeyola. Apparently, Abeyola has been venting to David about you. From what David has been told: You are rude and abrupt and aren't very friendly. Abeyola has tried to establish a relationship, but you have ignored his efforts. Abeyola is trying hard to learn the terminology and equipment, but you are unwilling to help. You speak rapidly, using a lot of technical language that you don't explain.

1. What seems to be happening here? Does Abeyola have any legitimate complaints? If so, what are they?

2. What steps or process can you use to clarify understanding?

3.What cultural differences might be involved in this scenario?

Activity 2 ( you can answer based on your own understanding, thoughts, ideas) Please expand and explain it.

Assume that you work for an organization that has a zero tolerance policy related to discrimination based on characteristics such as race, color, national origin, and other protected categories. While working one day, you overhear one co-worker talking to another about a customer from a Middle Eastern country who just walked out of the store. The customer had been dressed in his native garb (e.g., a flowing floor-length garment called a jellabiya with a turban). Apparently the customer did not speak English well and had difficulty getting his point across to your co-worker. You heard the co-worker remark to his peer, "It really makes me mad that these rag heads come over here, don't learn our language, and then expect us to go out of the way to provide them with what they want. If I had my way, I'd put them all back on a camel and send them packing back to whatever hole they crawled out of." He continued, "That guy might have gotten what he wanted, but I'll have the last laugh. I told him that I would make sure his credit card gets credited for an overcharge as soon as the system comes back online, but that is never going to happen." The workers both laughed as they walked away. You are well aware of the organization's nondiscrimination policy and have respect for anyone who comes to this country and makes an effort to assimilate into the culture. This is because your parents and grandparents all immigrated from Eastern Europe and you are a first-generation North American.

1. Have you ever witnessed similar situations in the workplace? Explain.

2. From a service perspective, is this situation a problem? Explain.

3. What would you do or say about the incident that you just witnessed? Explain.

4. If you fail to act in this situation, what are possible repercussions? What about if you made an act?