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Analyzing Conflict Management

Suppose you have been asked to develop a training program for interviewers. An integral part of this training program focuses on helping interviewers develop better social perception skills.
• Write an outline for this section of that training program that you would have developed.
• Also be sure to address the characteristics of the perceiver, the target, and the situation as well as any barriers that might need to be considered.

Suppose you are a manager in a customer service organization. Your group includes seven supervisors who report directly to you. Each supervisor manages a team of seven customer service representatives. One of your supervisors, Tina, has complained that Derek, one of her employees, has an attitude problem. She requested that Derek be transferred to another team.

• How would you handle this? Write a memo to Tina explaining your position on the issue, and why you believe this would be your best course of action for this issue.
• Write another memo to the CEO describing at least two or three ways of ensuring that employees are satisfied with and committed to their jobs.

Solution Preview

Part One:

As you prepare your outline for training interviewers, focus on elements that make interviews most effective. An interviewer should understand how to communicate with interviewees and must acknowledge the appropriate method for interviewing based on legal and fair hiring practices. For example, interviewers must choose their words carefully. They must be culturally sensitive to applicants and refrain from offending or discriminating against individuals based on gender, religion, sexual orientation, ethnicity, disability, etc. An interviewer's objective is to ensure that interviewees are comfortable enough to be themselves yet free to be honest in a positive environment.

• Communication: Verbal and Nonverbal

Interviewers should acknowledge that the most important aspect to an interview is the way the interviewer communicates with the prospect, whether it is verbal or non-verbal. It's been my experience that there are right and wrong forms of communication, which will contribute to whether the interview is effective or not. Below, is a list of what I've discovered is the best forms of communication during an interview.

• Interviewers should be engaging - Most interviewers believe that engaging a potential prospect involves prompting the prospect with "tell me about yourself." This phrase is vague and doesn't get to the point, therefore it never gives the employer specific information about the prospect. Albert Einstein once stated, "The important thing is not to stop questioning. Curiosity has its own reason for existing" (De Janasz, Dowd, Schneider, 2002). An interviewer should focus on making the interview conversational, in which case they display to the interviewee that their interest in the applicants exceeds a general idea of who the applicant is based on his or her written presentation of his or her persona. For ...

Solution Summary

This problem solution reveals how to manage conflict and how to communicate with employees.

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