(Tutor/Professor)
(City, State)
Scenario 1
Theories of team behavior that might assist GS in taking on his new role
The position GS finds himself in is a tricky one, since he is tasked to implement a new service charter. In order to succeed, he has to perfectly understand several theories of team behavior. First, he should learn to develop and promote trust between the various players involved. Trust can only be enhanced if the workers in the organization are given the freedom to prosper and put their thoughts in work. It is also as a result of believing in the capabilities of each other. If GS succeeds cultivating trust among the employees of PT, there is no doubt he would find it an easy task to handle his job.
The second theory is as pertains to conflict management. A human resource manager ought to have adequate skills in managing any conflict that might arise between the employees. By doing this, GS will be in a position to ensure there is calmness in the organization. The third theory is as relates to accountability in the workplace. GS should encourage that the employees engage in practices that promote accountability. Importantly, the leadership of the organization should adopt this approach. It facilitates the development of trust between the employees. Fourth, he has to enhance commitment. This is the dedication that the employees will have towards dispensing their duties. If GS facilitates all these, there is no doubt he will be in a better position to take over his new role successfully (Rakowska, 2008).
Practical steps that GS might put in place to successfully implement the new customer service charter
Implementing a new customer service charter is never an easy task. In order to succeed, one needs to employ a step by step approach. The first step that GS should take entails making relevant consultations. In this step, the manager should consult widely, from customers and the employees. This is important in understanding the expectations that people have towards the charter. This will then be followed by setting down standards and defining the necessary commitment to the service charter. It is important that all players in the organization are motivated to oversee the implementation and success of the charter (Shannon, 2006). The employees should be encouraged to give their best in order to ensure that the implementation of the charter is successful. The third step would entail evaluating the effectiveness of the charter. Customer charters play a significant role in maintaining the relationship between the company and the customers healthy. Because of this, it would be prudent for the organization to undertake an evaluation to determine the effectiveness of the charter implemented (Bayer, 2011). The last step would entail reporting on the results. This is where the organization will find out whether the new customer service charter has been successful or not.
Scenario 2
Possible reasons why NF’s work performance might have become less than satisfactory
Human resource managers have often faced numerous challenges in designing an effective reward system in organizations. A good reward system is essential in motivating employees to work hard, resulting to better yields. Similarly, there is a danger in implementing a reward system that is not accepted by the employees in question (Singh, 2002). Largely, reward systems can be either based on individual performance, or based on group results. Both these reward systems have their advantages and disadvantages alike.
For a long time, PT has been making use of the individual reward system, where individual brilliance and performance is awarded. This brought the best out of certain employees, including NF. There is no doubt that NF was often motivated by the possibility of getting rewarded. However, immediately PT changed the reward system to the group approach, NF’s performance deteriorated. He asked for sick leaves in a constant manner. It is apparent that the group reward system did not work for him. Awarding a group would not give him the opportunity to be awarded as the best employee in the organization.
Group rewards have inherent challenges and shortcomings. First, such awards do not single out the efforts of a single employee (Berkes, 2008). Awarding is based on the result of a group. In one way or the other, a weak and less hardworking employee will be awarded equally with a very hardworking employee, by dint of belonging to the same group. The impact this has is that hard-working employees will be demoralized because they are not recognized (Yang, 2015). This is what happened in PT, where NF feels that his hard work is not appreciated, hence settles to be less productive.
Possible solution
The only possible solution that PT has over this issue is ensuring that the organization adopts a reward system that recognizes individual efforts in the performance of the organization. As already argued, group reward systems tend to cover even employees that are less hardworking. A less hardworking employee in group A may win an award at the expense of a hardworking employee in group B, because group A is deemed to have performed better. This system is wrong as it may lead to laxity. Less hardworking employees, instead of getting punished, end up being rewarded. On a similar note, hardworking employees get to be punished instead of being rewarded (Research Methods in HRM, 2000).
PT should change its system back to the individual reward system. Alternatively, it may introduce a parallel system that mixes both the individual reward system and the group reward system. This will help reward hardworking employees. NF’s performance is the best example on how employee performance is shaped by the reward system in place. There is no doubt that if NF’s efforts were recognized by the company, he would do everything to win the reward. Sadly, this is not the case. The organization ought to review this system.
Scenario 3
How BD’s excuse should be treated
A successful organization should take the interest of the employees in heart. Such an organization ought to understand that employees are humans, and as such, prone to mistakes (Edwards, 2008). By understanding this, there is no doubt that the organization in question will be in a better position to make informed decisions.
Like all other organizations, PT has rules and regulations as pertains to abandonment of work. One such scenario is where the employee in question goes missing for a prolonged period of time without communicating. In the case in point, BD misses several days at work because of over-indulging in alcohol. However, it would be wrong to punish him for this, since his explanation is sufficient to be classified as being reasonable.
For the long period he has been working in PT, BD has established himself as a reliable employee who can be called upon during emergencies. His track record speaks for itself. During this period he has been working in the company, he has not exhibited cases of indiscipline and absence from one place. In making a decision, the management of the organization will be advised to analyze the case individually, instead of applying the available rigid rules (Vohra, 2014).
Analyzing the factors and events that led to BD being absent will also be essential in making the relevant decision. In doing this, the reasonable man test should be used. Simply put, the organization should ask itself, what would a normal person have done? The situation BD finds himself in is very tricky. He is involved in an accident and his car is written off. The fact that he does not have a comprehensive insurance means that he cannot be compensated by the insurer. This has an effect that he stands to face massive financial loss. Such a position is terrifying, leading him to indulge in whisky. He fails to control himself and overdrinks. This is what makes him miss attending his place of work.
It is also important to note that an organization should not be too strict in enforcing its rules (Tiantong, 2013). Such rules are there to guide the employees. Sometimes, it becomes impossible to adhere to these rules. Managers should not be too quick to judge the employees who go against the rules. Instead, they should employ a case to case analysis in order to understand the prevailing conditions. It is advisable that the company does not sack BD.
As per the information provided, BD was among the most hardworking individuals in the company. His influence cannot be debated. There is no doubt that he did his work with a lot of dedication. Sacking him would present a major challenge to other employees who looked up on him to guide them.
Bibliography
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Edwards, L. (2000). A review of: “Organizational Climate—Explorations of a Concept”. By R. TAGIURI and G. H. LITWIN (Editors). (Harvard Business School, 1969.) 50s. Ergonomics, 13(6), pp.807-808.
Rakowska, A., Valdes-Conca, J. and de Juana-Espinosa, S. (2015). Affecting Factors of Public Employees’ Ganizational Commitment. International Journal of Synergy and Research, 3, p.5.
Research Methods in HRM. (2014). Human Resource Management, 53(3), p.no-no.
Shannon, J. (2006). The Components of Customer Service. Journal of Customer Service in Marketing & Management, 2(1), pp.5-17.
Singh, P. (2002). Strategic Reward Systems at Southwest Airlines. Compensation & Benefits Review, 34(2), pp.28-33.
Tiantong, M. and Teemuangsai, S. (2013). Student Team Achievement Divisions (STAD) Technique through the Moodle to Enhance Learning Achievement. International Education Studies, 6(4).
Vohra, k. (n.d.). Systems Approach to Retention of Critical Employees. SSRN Electronic Journal.
Yang, P. (2015). Enhancing Intercultural Communication and Understanding: Team Translation Project as a Student Engagement Learning Approach. International Education Studies, 8(8).
