You have been hired as the department manager for Customer Service for the Superior Widget Corporation (SWC). SWC is a young organization (two years old), and is experiencing rapid growth pains. The CEO has determined that the Sales department, which had been responsible for sales and customer service, is heavily sales oriented to the detriment of customer service. To maintain SWC's rapid sales growth and ensure a standardized approach to addressing customer feedback and concerns, the CEO centralized the Customer Service Department. It is no longer merely a team within each sales region. The CEO implemented this change quickly, without feedback from affected departments. This change resulted in a number of positions being eliminated or downgraded within the regional sales departments, creating anxiety and strained relations within some parts of the organization. On the other hand, some departments have welcomed the change, and have expectations of improved communication and teamwork with the new Customer Service Department. In addition to this, you are also responsible for working in a matrixed style with other business units. You have regular meetings with the other SWC Department Managers to address and act upon cross-functional issues (e.g. customer order processing, resolving customer complaints in conjunction with the shipping division). You need to quickly assess your new organization and department and determine a plan of action
Based on the above information, please respond to this question:
The fast-paced changes in your department have the potential to produce stress within and between individuals. Discuss two techniques from Organizational Behavior that you will utilize to translate stress on your workforce into a positive and motivating experience. You may also use your own creativity to respond to the stress exhibited by your scenario workforce.© BrainMass Inc. brainmass.com December 15, 2020, 1:31 pm ad1c9bdddf
In order to translate stress due to ongoing changes into a positive and motivating experience, management and other senior managers will have to display a supportive and participative management style, wherein they have to closely communicate and interact with the frustrated and stressed employees and make them fully understand the potential ...
In order to translate stress due to ongoing changes into a positive and motivating experience, management and other senior managers will have to display a supportive and participative management style