The Vice President of marketing has hired you as the leader whose first task inv

Question

The Vice President of marketing has hired you as the leader whose first task involves implementing a new process for applying customer service within the organization.
Your charge is to reach the goal of improving customer service by directing the team through the five stages of team development.
***this is a Professionalism in the Workplace course**** The Vice President of marketing has hired you as the leader whose first task involves implementing a new process for applying customer service within the organization.
Your charge is to reach the goal of improving customer service by directing the team through the five stages of team development.
***this is a Professionalism in the Workplace course****
Your charge is to reach the goal of improving customer service by directing the team through the five stages of team development.
***this is a Professionalism in the Workplace course****

Explanation / Answer

Motivation is one of the critical practices in organizations. It represents the reasons for people's actions, desires and also needs. Motivation is defined as one's direction to behavior or what causes a person to want to redo or repeat a behavior and vice versa hence motivation can be said as an influence, or force that causes someone to do something (Syer, J. (1996). The current state of motivation in this organization is little since the employees have no desire to achieve more in their organization even without supervision. Their morale to perform their duties in the organization is very low, and when the morale is low, it means that the employees lack some aspects of influence or force which could drive them to perform more.

It's reported that the employees are reporting to work late meaning that they do not have any focus, as well as they, do not have the passion for the work they are doing. This is mainly caused by lack of a motivating factor from the organization leadership hence terming the current state of motivation in this organization as destitute.

Keeping employees of an organization motivated is an essential element aimed at getting the best out of the employees as well as retaining the best organization's employees. Improving this motivation does not necessarily take more money as long as one is willing to be flexible and think creatively. One of the methods of motivating these employees is by improving the means of communication to these employees where the line managers will have to set some time to talk directly to these employees and avoid relying strictly on email communication. This will help make the employees more valued as they share their experiences in workplace hence evaluating the employees is an act of motivating them.

To motivate the employees also, should reward the good work. This may involve paying bonuses when an employee's performance is above par, increasing salary as well as promoting the individual who has demonstrated hard work and has performed exceedingly above his or her expectation. This will motivate other employees to achieve such targets as their colleagues. Therefore, this will increase productivity in the organizations.

Lastly, the firms can improve the motivation of employees through increasing employee responsibility. Employees who are given more responsibility will feel a greater ownership in the business, and this will motivate the employees to work harder so as to make the business succeed. Also through this, the employees can be offered training opportunities which will help to improve their skills hence improving performance and productivity.

Leadership

Within this organization, it is evident that there is no teamwork and unity. This is because workers are mostly complaining of harassments, and also some employees are consistently late for work while others leave early showing there is no motivation for working together and no unity. The leadership personnel of this organization should, therefore, improve teamwork spirit in this firm so as to achieve more and better the customer service (Kramer, R. M. (1956). This is because teamwork often produces far greater results than individual efforts since groups can quickly encounter difficulties and tackle many things in unity as well as sharing skills to accomplish certain tasks efficiently.

To promote teamwork spirit, the management should encourage social activities since the employees will know each other better and will be comfortable discussing a variety of issues hence making them live as one unit. This can be achieved through meeting over coffee or the team building events outside the workplace so as to educate everyone the importance of teamwork in the workplace. Also to improve the teamwork spirit, the management should outline clear roles for each employee by describing the set skills and also deadline charts. This will help the employees with the same skills working together for the better of the organization since they have focus and objectives to attain by the end of the day.

Conflict resolution

For employees to approach conflict resolution with one another, they should first acknowledge the dispute even before it is resolved or managed. Many people tend to ignore the first signs of the conflict, but once the team recognizes the issue, then it can start the process of resolution and then agree to communicate since communication is the key to resolving conflicts.

Under this, the employees involved will share and talk about the issue as they discuss their intense feeling so as to come into consensus.

Many times the workers find themselves under conflicts with their customers making the customers upset. When the workers believe that the client is angry, they should do something with immediate effect to resolve the dispute since the customer is the key element in the business progress.

The employees should avoid contradicting with the client, but instead he or she should adjust to the mindset of the customer so as to understand how the customer may be feeling as well as remaining calm. After that, after calming the situation, then the employee should be emphatic and apologize for the issue so as to impress the customer since it is said that the client is always right.

Teamwork

Lastly for a team to progress through the five stages of team development, it must perform some activities which will boost their growth. First, the team must know each other well, understand one another as well as knowing each other interests and expressions (Sethi, R., Smith, D. C., & Park, C. W. (2001). This will help the employees in the teamwork to accommodate each other behaviors and attitudes at all time hence reducing conflicts between the team. Also, the team to move on well, they must have clear team goal and direction regarding the project as well as precisely determining the roles and responsibilities for each one in the team since this will help them to establish how they will work together.

The team also should remain unified, loyal and supportive to one another meaning that there are minimal conflicts between the team members. Also for progress on this group development, competition between all members is seen and also there is a high level of autonomy in the process of decision making (Johnson, S. D., Suriya, C., Yoon, S. W., Berrett, J. V., & La Fleur, J. (2002). Under this also, problem-solving, experimentation and testing possible solutions are high as group members are always focused on task completion and also an achievement.

References

Kramer, R. M. (1956). Dynamics of teamwork in the agency, community, and neighborhood. Social Work, 56-62.

Alam, I., & Perry, C. (2002). A customer-oriented new service development process.Journal of services Marketing,16(6), 515-534.

Johnson, S. D., Suriya, C., Yoon, S. W., Berrett, J. V., & La Fleur, J. (2002). Team development and group processes of virtual learning teams.Computers & Education,39(4), 379-393.

Sethi, R., Smith, D. C., & Park, C. W. (2001). Cross-functional product development teams, creativity, and the innovativeness of new consumer products.Journal of Marketing Research,38(1), 73-85.

      Syer, J. (1996). How teamwork works: The dynamics of effective team development. McGraw-Hill Companies

Related Questions

Navigate

• Browse (All)
• Browse T
• Subjects

---

---

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.