Employees at a corporate call center have not been spending enough time at their
ID: 3495477 • Letter: E
Question
Employees at a corporate call center have not been spending enough time at their cubicles answering phones, as required. Instead, they've been walking throughout the facility, talking to each other about personal matters. In other words, they're socializing and goofing off instead of working. Important calls have gone unanswered and customer service problems have arisen as a result.1. What types of attributions would you be prone to make about these employees, and how would these be related to the performance evaluations you give them?
2. What types of errors would you be prone to make while making these judgments, and what might you do to overcome them so that you can make more accurate judgments?
3. How might you use training, innovative reward systems, organizational behavior management programs, and discipline to address the problem? Employees at a corporate call center have not been spending enough time at their cubicles answering phones, as required. Instead, they've been walking throughout the facility, talking to each other about personal matters. In other words, they're socializing and goofing off instead of working. Important calls have gone unanswered and customer service problems have arisen as a result.
1. What types of attributions would you be prone to make about these employees, and how would these be related to the performance evaluations you give them?
2. What types of errors would you be prone to make while making these judgments, and what might you do to overcome them so that you can make more accurate judgments?
3. How might you use training, innovative reward systems, organizational behavior management programs, and discipline to address the problem?
1. What types of attributions would you be prone to make about these employees, and how would these be related to the performance evaluations you give them?
2. What types of errors would you be prone to make while making these judgments, and what might you do to overcome them so that you can make more accurate judgments?
3. How might you use training, innovative reward systems, organizational behavior management programs, and discipline to address the problem?
Explanation / Answer
Peformance evalution ould be based no the following factors such as productivity, targets etc. Such thing can be easily recognizd when goals or the dealines are missed. REminder about deadline may get the empoyees back on the track
Suppose, if any employee is not at desk for 15mins, just getting up and mingling around, then the HR can call the employee tell him/her honestly without getting into any argument
Considering more group activities, deciding a schedule for employees. Take meetings in a group and deciding on group norms
Talking to the employee if the person is facing any kind of stress and makimg the employee aware of the target
HR can make mistakes betweeen introvert and extrovert person, hence HR should take the employee's nature, interest into consideration. Set achieveable targets, unachievable tarets can lead to stress and thereby over socializition. To keep in mind that the team would vbe little unproductive
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