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Task 1
Scenario 1
The news of the decline in the company’s sales has made Jack be harsh and cruel to the rest of the team, which can result in them being less motivated. As the head of operations, I will respond to Jack’s behavior by encouraging the employees to be more aggressive in their sales efforts. Additionally, I will assure them that their employment positions are secure and none of them will be fired due to the low sales. Nevertheless, I will remind them to improve on their sales efforts.
To demonstrate decisive leadership and serve as a role model, I will inform the employees of the poor performance of the company. I will also try to identify the employee’s weaknesses and train them in ways of increasing their sales and identifying potential customers. Equally important, I will seek their opinions on the how the company can increase its sales. This method will give me insight on the changes in the business environment, which may have led to the decrease in the company’s sales.
During my interactions with the employees, I will use the principles of emotional intelligence (self-awareness, self-control, motivation, empathy, and social skills) to motivate them and identify ways of increasing the company’s sales. Self-awareness will make me aware of my feels and how my emotions and actions affect my juniors. Self-control will enable me to regulate myself and avoid engaging in verbal attack or making emotional decisions. Motivation will help me to focus on achieving my primary goals in the company, especially that of encouraging employees to increase their sales efforts. Empathy will help me to be considerate to my juniors and view things from their position. It will also make me respond appropriately to their verbal and non-verbal communication. Finally, social skills will enable me to communicate appropriately with my juniors, to manage change in the company, and to inspire them.
If I were in Jack’s position, I would have explained the company’s poor performance to the employees. I would also inform them of the need to increase their sales efforts. To enable the company return to profitability, I would seek their opinions and suggestions. Additionally, I would train them so that they could become more skilled sales personnel.
Jack’s behavior would likely lead to a decrease in the employees’ performance. His hostile attacks on the employees would demotivate them, in turn, resulting in low productivity and ultimately low sales levels. Additionally, some employees would resign due to the hostile environment in the company.
Scenario 2
There is always a possibility of misinterpreting a colleague’s expression or behavior, especially among individuals working in a multi-cultural society. One common instance is in greetings. In conservative Muslim societies, for example, women do not shake hands or hug male non-family members during greetings. As a result, a Muslim lady may be viewed as ignoring her male colleagues when she refuses to shake their hands. Similarly, there is a possibility of misinterpreting expressions of people from different generations. For example, some people may misinterpret the Generation Y value of flexibility of their working condition as them being non-committed to their tasks, which is not the case.
I would respond to Mike’s cultural misinterpretation of Ana by informing him that the latter comes from a conservative and highly religious society. Therefore, although she would like to socialize with them, she has trouble interacting with late-night parties. I would also remind them that she is both caring and considerate, and would most likely easily interact with them in other environments, such office parties.
To create cultural awareness in the team, I will use the following methods:

  1. I will require all the team members to research on the cultures of each employee to increase their cultural knowledge
  2. I will ask members to share their cultural knowledge with their coworkers, which will enable them to break cultural barriers.
  3. I will encourage team members to listen to one another and be empathetic to each other by considering that their decisions and expressions are influenced by their cultures and social environment.
  4. I will require all members to overcome any stereotype that they may be having. The elimination of pre-conceptions will enable all team members to interact freely with one another.

To avoid cultural misunderstandings, I will develop the following strategies:

  1. I will require the team to develop and convey key messages in a clear and concise manner.
  2. I will require all individuals to identify and consider their target audience when communicating.
  3. I will ensure all my team members focus on their main objective when communicating.
  4. I will encourage all the team members to ensure they are relevant when communicating.

Task 2
Scenario 1
I will control my emotions by being empathetic to Bill. In particular, I will consider that Bill may be having some serious personal problems that may be affecting his ability to interact with other team members or to go for training. Additionally, I will try to investigate on the probable reasons why Bill may be avoiding to engage in team training or attend training sessions that are conducted to improve team morale.
To identify what Bill is feeling, I will use my social skills. In this case, I will be compassionate and open when speaking to Bill. I will also be empathetic and honest in my conversions with him. This environment will make Bill increase his trust levels in me, which will help me identify his feelings and reason for not attending training.
Learning Styles
Visual: Visual learners prefer using diagrams, pictures, images, and graphs when learning.
Aural: Aural learners understand things easily when they are trained in an environment that has some sound and music.
Physical: Physical learners understand concepts better when they use their hands, body, or sense of touch.
Logic: Logical learners understand concepts, logic, and systems better.
Social: Social learners prefer to study in groups.
Solitary: Solitary learners prefer to study and work alone.
Personality Type
The duty fulfiller (ISTJ): These are usually serious and quiet individuals who are always able to complete almost all tasks that they decide to accomplish.
The artist (ISFP): These individuals are usually quiet, sensitive, and avoid conflicts. They also have well-developed senses and knowledge of aesthetics.
The doer (ESTP). These people are usually friendly and action-oriented. They usually have excellent people skills and are risk-takers.
The executive (ENTJ): These individuals are assertive and outspoken. They are also intelligent, well informed, and good public speakers.
Communication Style
Assertive style: People with high self-esteem usually prefer this communication style. It entails a person speaking confidently, respectfully, without manipulating others.
Aggressive style: This communication style is usually forceful and manipulative. It is ineffective since the content of the message may be lost since the audience is always reacting to the speaker.
Submissive style: This communication style usually aims at pleasing people with the aim of avoiding conflicts.
Manipulative style: This communication style is used by individuals who love to take advantage of others by shrewdly influencing their thoughts.
Based on Bill’s character, he is most likely a duty fulfiller. In this case, he is an introvert and committed to his tasks, which makes him very dependable. Unfortunately, his character makes him unable to interact with other individuals easily. Regarding learning, the most appropriate learning style for Bill is the solitary style since he prefers to work and study alone.
When addressing Bill, I will use the assertive communication style. This method will be useful in enabling him to understand all the issues that I will raise. Additionally, this method is respectful and enables the audience to communicate without being defensive.
To satisfy my emotional needs and those of team cohesiveness, I will inform Bill that he must attend some of the joint team training so that he can interact with the rest of the team. Additionally, he must train himself to be more empathetic to his colleagues.
I will adjust my response so that Bills emotional and performing needs are satisfied by allowing him to work alone. Further, I will also give him online tutorials that he will use to self-train on how to interact with his workmates.
Scenario 2
The decrease in the sales levels of the company and the sharp changes in the company’s policies can lead to some emotionally affected people being demotivated. Further, some of them may become more fearful of the risk of loss of their employment. These adverse effects can affect the employs productivity and result in a further decline in the company’s sales levels.
By considering the emotional impact when making decisions, the management can be able to introduce policies that will help it to cut costs and increase the business performance, while at the same time considering their employees’ perspectives. In this case, the company can assure employees’ of their jobs. It can also explain to them on the need for reducing operational costs. Further, it may consider low-cost departmental training, where managers train their juniors.
Decision making while considering “emotional impact.”

  1. Asking employees’ for their views on how the company can increase its sales.
  2. Evaluating market changes so that the management can make realistic targets.
  3. Setting percentage targets that consider the decline in sales for each marketer.
  4. Scrapping non-core training sessions, while retaining those that will help employees to be better sales agents.

Legislations and policies related to the case study.
Privacy law: This regulation protects workers personal identifiable information, which can be collected by the public or government from the company. This information may include that of their finances, health, online information, and communications.
Work health and safety (WHS) law: This regulation requires employers to provide a safe working environment for their employees. Mainly, the WHS law aims at protecting the health and safety of all employees, minimizing cases of work-related injuries, enhancing efficiency for the regulators, and reducing compliance costs.
Equal opportunity policy: This regulation states an organization’s commitment to providing a fair employment environment for all workers. In particular, it provides all employees with a fair chance of promotion or getting a salary increase depending on their performance.
Anti-harassment and anti-discrimination policies: These policies set standard on the expected behavior of all employees. Additionally, they also note that the company does not condone any form of harassment or discrimination of its employees.
Policy against gender or racial based discrimination
The policy against sexual harassment.
Basic ethical principles: These are principles that assert the company’s acceptance of the cultures and norms of the society. They include:
Respect for all persons. Such as through respecting their privacy and providing them with a safe working environment.
Beneficence. This policy entails treating workers ethically by respecting their opinions and decisions. Also by establishing policies that aim at benefiting the workers.
Justice. This policy aims at treating all persons equally and in a fair manner.
The work health and safety (WHS) act is an essential policy since it ensures that all employees are provided with a safe working environment. In this case, the company has a duty of ensuring that its employees have proper training on working with electronics, have proper safety equipment, and work in a healthy and safe environment.
Task 3
Mark’s Performance Report
Mark’s overall performance is weak due to his inability to cooperate with other team members. The key performance indicators (KPI) show that he is particularly great in activities that do not require teamwork. His sales are $31,000, which is higher than the target of $25,000. However, he only managed $8,000 for other sales segment against a target of $25,000. The manager’s evaluation of his customer focus is 85%, which is above the target level of 80%. Similarly, he has an impressive score of 90% for customer evaluation, which is more than the target of 80%. However, his peer evaluation score is just 40%, while the target level is 80%. The KPI for his report on sales and expenses is 100%.
The main hindrance to Mark’s performance is his lack of participation in training and social sessions, which can enhance his people skills. In the training and other social events KPI, Mark only spent 4 hours, whereas the target time if 50 hours. He also had only 8 hours for personal and professional development against the required time of 50 hours. Accordingly, his manager evaluation of overall performance was just 40% instead of the target level of 80%. Therefore, if Mark spends more time improving his people and social skills, through training, he will be a better salesperson. Additionally, he will be able to interact much better with other employees and customers. Further, the company should evaluate why Mark has not been attending training sessions as required.
Questions to Mark

  1. What is your feeling on team cohesiveness in the company?
  2. How can the company improve its levels of teamwork?
  3. Are you satisfied with your current position in the company?
  4. How would you like the company to improve your current work environment?
  5. Are you confident of your job security in the company?

Mark’s Strengths and Weaknesses

Strengths Weaknesses
1. Mark is an expert in serving customers.
2. Mark is a great leader and can train and assist junior employees.
3. Mark is committed and driven towards achieving the company’s primary goals.
 
1. Mark has low emotional intelligence, such as self-awareness, which affects his ability to interact with team members. However, this skill can be developed through training.
2. Mark has not been going for training since he is distracted by some personal issues. The company can assist him to overcome this problem and create a training program that is suitable for his situation.

 
Mark’s Goals and Performance Gaps
The team cohesiveness in the company is currently low due to Mark’s preoccupation with some issues. Previously, Mark was looked at as a role model and most employees used to seek assistance from him on various services. New employees, in particular, now feel disrespected and disliked. They are known hesitant in relying on skilled and senior employees, such as Mark, for assistance. As a result, there has been a decline in team’s sales performance and other metrics in the company.
Since Mark is competent on his performance in customer service, he can be able to transfer this knowledge to other employees if he becomes a team player. Additionally, his increased participation in teamwork will increase cohesiveness in the company and enhance sharing of skills and training. As a result, the company will perform better in all its operations. The company should inquire from Mark on the issues that may be affecting his work and ability to interact with the rest of the team so that it can increase its sales. It should also commit to establishing ways of enabling Mark to overcome the issues that are distracting him from participating with the rest of the team. Further, the company should require Mark to go through training that will enhance his personal development and increase his social and emotional skills. Finally, the company should require Mark to find a mentor who will assist him in the future in case he is distracted by some personal issues.