Business Environment Assessment Answer

Managing a difficult situation within their team

• Careful listening is beneficial for managing difficult situation.
• Proper documentation is also helpful.
• Giving the clear feedback also helps to solve difficulty (Angelo, 2019).
• The proper communication also helpful for managing difficult situation.

Individuals’ or the team’s performance

• Speaking to the members of the team individually.
• Bringing people together will reduce confusion
• By asking every team for ideas.
• Drawing up plans and then asking the parties for reconciliation (Fannin, 2020).

Complaints

• Need to know the reason behind the complaint.
• Knowing the reason behind the complaint will help in the further progress.
• Knowing about the complaints helps to recognize the mistakes (Chong, 2021).
• Knowing about the complaints will also help to make the solution.

Conflict

• It will help in conflict resolution
• The team members will be able to know each other better
• It will lead to creating better smoother relationships.
• Help in increasing productivity and job satisfaction (GOVUK, 2023).
• Unresolved conflict creates an impact on employee retention.
• The performance of the employees gets deteriorated.
• Communicant skills play a key role in workplace conflict (Harolds & Wood, 2020).
• By building active listening skills

Changes that affect the team

• At the time of change team face internal and external change as well.
• Change identifies the strengths and also weaknesses of a team.
• The change sometimes also makes the creative solutions as well (Jerrydmann, 2016).
• The change also ends the bad situations as well.

Establish the purpose

• Establishment of the purpose makes the action clear.
• The establishment of the purpose set the clear goal (Madalina, 2016).
• The establishment of the purpose helps to always be focused.
• The purpose helps to keep on track.

Prepare sufficiently

• Listening skills should be used
• Looking up at the issue from a different perspective (Lewitter et al., 2019).
• If things are not going according to plan then it is better to take a break.
• The emotional state should be controlled.

Hold the discussion in a suitable environment

• A comfortable environment will increase the strength of the discussion.
• A full of light environment is always helpful for the discussion.
• The noise less environment will make the discussion more clear (Management, 2023).
• Before starting the discussion need to plan the topics of the discussion

Data Protection Regulation (GDPR) or the Equality Act

• This helps in strengthen the relationships (Majer et al., 2021).
• It also helps in understanding the situation.
• This creates less amount of discrimination between the people
• This equality act will lead to creating a positive workplace

Hear

• Need to let the customers talk and also need to hear them simply.
• There is no need to interrupt the customer.
• No need to add many additional questions at the time of hearing (Nordby, 2018).
• Showing gesture is also needed to the customers.
• At the time of hearing maintaining eye contact also important.
• Need to defuse the anger and emotion of the customer.
• Taking notes of the key information’s also important (Ramsey, 2021).
• Trying to focus on underlying issue show the active listening.

Empathize

• It involves capturing the holding attention of the audience (Martínez et al., 2023).
• Visual communication is used here.
• The use of line chart, graphs, and pie chart help in conflict resolution.
• Signposts should be used.
• This strategy helps in processing listeners by increasing the duration of words.
• The blatant warning will help in sharing the message with the audience (Overton & Lowry, 2013).
• There should be eye contact with the audience
• Eye contact helps in building trust in the organization.

Apologize

• At the time of apology instead of WE there is need to use the I.
• The apology should be from the personal perspective.
• The apology will be the in for of customers (Ruusuvuori et al., 2019).
• At the time of apology need to make the situation always cool.
• To satisfy the customer there is need to apologies without doing any wrong.
• At the time of apology no needs to blame others.
• Need to try keeping the customer calm (Wang and Wu, 2020).
• The apology is an easiest way to solve the conflict.

Take action

• Compromising serves as the main component that helps in conflict resolution.
• This will lead to expressing the feeling that the individual face in their tough situation.
• A brainstorming approach will help in getting ideas (Todor & Owen, 2022).
• These ideas help in reducing conflict in an organization.
• Communication will reduce conflict between the members of the organization.
• Patience and a calm environment should be maintained in the workplace.
• Coercion should be avoided (Wang & Wu, 2020).
• Focusing on the key problems.

References

Angelo, E. (2019) “Managing interpersonal conflict,” Nursing Management, 50(6), pp. 22–28. Available at: https://doi.org/10.1097/01.numa.0000558479.54449.ed.

Chong, R. (2021) Applying H.E.A.T: 4 easy steps for providing legendary customer service, LinkedIn. Available at: https://www.linkedin.com/pulse/applying-heat-4-easy-steps-providing-legendary-customer-chong/ (Accessed: February 28, 2023).

Fannin, K. (2020) 11 conflict management strategies to end an argument, INTELIVATE. Available at: https://www.intelivate.com/team-strategy/calm-conflict-using-emotional-influence (Accessed: February 28, 2023).

GOVUK (2023) Equality act 2010: Guidance, GOV.UK. Available at: https://www.gov.uk/guidance/equality-act-2010-guidance#:~:text=The%20Equality%20Act%202010%20legally,strengthening%20protection%20in%20some%20situations. (Accessed: February 28, 2023).

Harolds, J. and Wood, B.P. (2020) “Conflict management and resolution,” Journal of the American College of Radiology, 3(3), pp. 200–206. Available at: https://doi.org/10.1016/j.jacr.2005.10.005.

Jerrydmann (2016) Home, dMann Training Technologies. Available at: https://dmanntraining.com/taking-the-heat-in-customer-service/ (Accessed: February 28, 2023).

Lewitter, F., Bourne, P.E. and Attwood, T.K. (2019) “Ten simple rules for avoiding and resolving conflicts with your colleagues,” PLOS Computational Biology, 15(1). Available at: https://doi.org/10.1371/journal.pcbi.1006708.

Madalina, O. (2016) “Conflict Management, a new challenge,” Procedia Economics and Finance, 39, pp. 807–814. Available at: https://doi.org/10.1016/s2212-5671(16)30255-6.

Majer, J.M. et al. (2021) “Resolving conflicts between people and over time in the transformation toward sustainability: A framework of interdependent conflicts,” Frontiers in Psychology, 12. Available at: https://doi.org/10.3389/fpsyg.2021.623757.

Management (2023) Using the heat model to manage angry customers - expert tips, ACXPA. Available at: https://acxpa.com.au/how-to-manage-angry-customers/ (Accessed: February 28, 2023).

Martínez, S., Valentim, V. and Dinas, E. (2023) “Symbolic conflict resolution and ingroup favoritism,” Journal of Conflict Resolution, p. 002200272311553. Available at: https://doi.org/10.1177/00220027231155323.

Nordby, H. (2018) “Management and conflict resolution: Conceptual Tools for Securing Cooperation and organizational performance,” Organizational Conflict, pp. 2–8. Available at: https://doi.org/10.5772/intechopen.72132.

Overton, A. and Lowry, A. (2013) “Conflict management: Difficult conversations with difficult people,” Clinics in Colon and Rectal Surgery, 26(04), pp. 259–264. Available at: https://doi.org/10.1055/s-0033-1356728.

Ramsey, L. (2021) Customer Service means taking the heat, CSM – Customer Service Manager Magazine. Available at: https://www.customerservicemanager.com/customer-service-means-taking-the-heat/ (Accessed: February 28, 2023).

Ruusuvuori, J. et al. (2019) “Complaining about others at work,” Research on Language and Social Interaction, 52(1), pp. 41–62. Available at: https://doi.org/10.1080/08351813.2019.1572379.

Todor, W.D. and Owen, C.L. (2022) “Deriving benefits from conflict resolution: A macrojustice assessment,” Employee Responsibilities and Rights Journal, 4(1), pp. 37–49. Available at: https://doi.org/10.1007/bf01390437.

Wang, N. and Wu, G. (2020) “A systematic approach to effective conflict management for program,” SAGE Open, 10(1), p. 215824401989905. Available at: https://doi.org/10.1177/2158244019899055.

Wang, N. and Wu, G. (2020) “A systematic approach to effective conflict management for program,” SAGE Open, 10(1), p. 215824401989905. Available at: https://doi.org/10.1177/2158244019899055.

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