Simulation Assignment #$1$

Written Report

Jennifer Hawel

MGMT$-1217-(01$PT$)-24$W $$ Employee Resolution and Problem Solving $-$ Online

Professor: Julia Wells

Due: February $16,2024$

Analysis of the conflict$/$problem$,$ questions i $-$ vi

i$.$ What is the problem from each person$$s perspective?

Maria being a valued returning customer in this scenario is trying to return an item she feels was defective and essentially sent her husband to the hospital. The problem from her perspective is that Tina, the customer service representative, is refusing to honor the return, and is implying that injury was due to her husband and their abilities to read English instructions. Although Maria is a second$-$generation Latina American, her and her husband are Canadian citizens and are fluent in English.

Tina is the customer service representative in this scenario. She sees the problem as Maria is trying to return an item beyond the company$$s $30-$day $$no questions asked$$ return policy and that the item was not in fact defective but that the injury occurred due to Maria$$s husband not reading or not being able to read the instructions. Tina may also be stricter on following the companies polices as she has been recently disciplined for her actions at work.

Joe is the assistant manager of the warehouse, delivery and customer service. He sees the problem as most likely there is no defect in the product and Maria$$s husbands$$ injury is the result of an accident. However, he also sees a problem where if he denies Maria the return, he could end up losing a returning customer. He also sees a problem with Tina$$s attitude and customer service in this situation.

ii$.$ What else might be going on in the situation?

What else might be going on in this situation, is what is happening in each of their personal lives.

Tina has gone through a difficult divorce and is a single mom dealing with a son who has been in and out of trouble in school and with the law. Tina is feeling stressed and dealing with anxiety and is reluctant to bring this up with management.

Joe has had difficulties balancing school, work and family. This is causing stress, as he is expected to address and resolve problems at work while not feeling like he has all the skills to do so$.$ Having to stay late some nights at work and getting to class late or miss class is also stressful.

iii. What re the underlying interests of each person?

Maria$$s underlying interest is to return the item and get her money back.

Tina$$s underlying interest is to follow the policies of the company and not take the item back. She is pushing the company$$s return policy on Maria and using any means she can to ensure she doesn$$t have to return the item.

Joe is stuck between two interests. On one hand it is in his interest to follow the polices the company has in place and refuse the return on the basis that it is past the company$$s time allowance for returns. On the flip side of this, Joe has an interest in keeping a long$-$time customer happy and overlooking the return polices time constraint and making things right with Maria not only because she is a returning customer but due to Tina$$s rude exchange with Maria during this encounter.

iv$.$ How can the interests of both parties be integrated to define the problem in a way that included both perspectives?

The problem needs to be owned by both Tina and Joe. Tina needs to take ownership of her actions as she knows they are not condoned by the company as she has been spoken to and disciplined on them.

Joe needs to work with Tina to find an acceptable solution to resolving this conflict in a calm collective manner.

v$.$ What are options for resolving the problem?

There are a few options for resolving this problem.

$1.$ Change of attitude. Tina would need to change her attitude towards the customers and her job. It is the job of the customer service representative to remain calm and be kind to the customers. After all they are the ones who keep the business open and going.

$2.$ If Tina is unsure on the return, due to the polices and the situation the customer is presenting, she could take it to management for the final decision that way the decision would not affect her job or performance.

$3.$ Joe may need to make changes to the environment. If this route is chosen, he would need to identify and then implement the change.

$4.$ Joe may need to confront Tina about her actions and behaviour. He may need to provide supports and help for her to make the necessary changes needed.

vi$.$ Choose one options as the recommended solution and provide rationale as to why it is the best solution.

I believe the best solution in this situation is for Tina to involve management and allow them to make the final decision. This will allow the customer to see that Tina is doing her best to put the return through and arguing with the customer will not bring any suitable outcomes for either the customer or for Tina. Taking this to manag