Reflective essay about you have experienced a organisational problem.
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As business organizations continue to expand, the possibility for workplace conflicts often increases. Naturally, individuals within the organization have once faced a challenge relating to one of the three possible levels of organizational conflict, which include employee/worker, team, or organizational-wide issues. Repeatedly, the principal causes of these particular issues are often numerous and range from miscommunication, individual differences, social loafing, lack of organizational motivation, the absence of engagement and cross-cultural challenges. This paper seeks to reflect on an organizational problem that I experienced and how concepts of Organizational Behaviour were critical in resolving the concerns.
Description of the Problem
As a part-time driver working for the Canberra Crust Pizza, I did experience an organizational problem over the last month. As a driver, my job normally entails delivering pizza to the organization’s clients who order pizza online as well as on the phone. One particular day, a client ordered a Florentine Ricotta pizza, which I delivered to the customer. However, an unexpected thing happened on my arrival at the client’s destination. The client appeared irritated, arguing that he did not request an onion pizza. In fact, he said he was allergic to onions and had even informed our employees when he made an order online, as there is a special instruction area on the organization’s official website where customers can write anything if they have special needs.
Faced with the unanticipated situation, I called the manager and explained the incident to him. In the end, the organization made a decision to only refund the money to the client but also prepare a new pizza for him. It is clear that the employees who are charged with making pizza had disregarded this important instruction. The worst situation, however, is that the client may no longer buy from the organization. In particular, he may also warn friends about this unpleasant experience.
Relevant Underlying Organizational Behavior Factors that Contributed to the Situation
As Pirraglia (2016) notes, simple employee/worker, employee/ client or team issues may swiftly expand to affect the overall organization, especially if the organization does not assume instant corrective action. Given this, an organization must try its best to ensure it stays away from such situations, as it normally affects the organization negatively. Alternatively, concerning Canberra Crust Pizza, I think a number of underlying organizational behavioral factors contributed the situation.
One of the factors could be miscommunication. Indeed, it could be that the employee or employees charged with communication (via email) failed to pass the client’s message to the employees making pizza.Consequently, there was a failure in as far as the order of communication is concerned.
Another significant underlying organizational behavioral factor that contributed the situation could be an absence of engagement and team cohesion within the organization. Canberra Crust Pizza appears to be experiencing a significant lack of engagement as well as team cohesion among its employees, a factor that is undoubtedly affecting the overall communication within the organization.
Indeed, as noted by Zaccaro, Rittman, and Marks (2001), the effective performance of a team originates from various essential characteristics. First, the team or employees ought to successfully contribute their individual efforts. They are often given specific as well as unique tasks, where the performance of every task contributes to the overall accomplishment. This implies that the major contributors of team failure lie not only in individual employee inability but also in the employees’ collective failure to coordinate as well as synchronize their solo contributions. Organizational team processes thus become an essential determinant of organizational team performance and also influences of other exogenous variables.
Another significant underlying organizational behavioral factor that contributed the situation is the lack of knowledge on the organization’s norms and expectations for employees. According to Stein and Sloane (2003), an essential action any organization can take is to offer a framework for client-centered service activities within the organization. In this regard, Stein and Sloane (2003) argue that it is, therefore, important that the management not only understands but also support the idea of working with as well as working for customers.
Finally, the situation can also be attributed to a lack of organizational motivation. According to Toister (2012), an organization management’s capability to support as well as guide its employees is critical to its success in as far as adopting client-based approaches. Without this, quality service delivery is bound to fail due to a lack of organizational motivation for employees. In this regard, Toister (2012) contend that the employees ought to be motivated and made to understand that the management of the organization wants client service to be the major basis for organizational operation.
How conflict management techniques could have helped me and/or others deal with the situation more effectively
Conflicts are an unavoidable as well as a normal part of daily life and every organization. As Gibson (2013) highlights, a number of factors may cause organizational problems within the workplace. Alternatively, I feel that successfully dealing with issues involving angry clients instantaneously may help save the image as well as the reputation of an affected organization. For instance, I benefited a lot from my conflict management skills, which I believed help me a lot in handling the situation involving the angry client and Canberra Crust Pizza. Firstly; I had to quickly identify a goal for my interaction with the irritated client, which was to ensure a win-win solution to the problem (Dalton, Hoyle, and Watts, 2010). I did acknowledge the problem and shed light on the factors that might have led to the problem.
Compromise is an essential conflict management approach that I used in order to resolve the situation with the client. Thomas, (2008) highlights that it is sometimes essential to partially cooperate and be partly assertive. Compromise should, therefore, involve looking for a settlement that is acceptable that can moderately satisfy the other party and yourself. Together with the client, we derived a satisfying solution, ensuring that the customer was not only satisfied but also felt good as regards the resolution.
In conclusion, it would be right to say that conflicts are an unavoidable as well as a regular part of every organization life. However, it is how organizations handle problems that determine its success.
Dalton, M, Hoyle, D & Watts, M 2010, Human Relations, Boston, Massachusetts: Cengage Learning
Gibson, P 2013, The World of Customer Service, Boston, Massachusetts: Cengage Learning
Pirraglia, W 2016, Organizational Problems in the Workplace, Retrieved on the 27th August, 2016 from <http://smallbusiness.chron.com/organizational-problems-workplace-12570.html>
Stein, K & Sloane, R 2003, Using Customer Needs to Drive Transportation Decisions, Issue 487, Washington, DC: Transportation Research Board
Toister, J 2012, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, New York: AMACOM Div American Mgmt. Assn.
Thomas, W 2008, Making Conflict Management a Strategic Advantage, CPP
Zaccaro, S, Rittman, A & Marks, M 2001, Team leadership, The Leadership Quarterly (12), Pp.451–483