Prior to beginning work on this assignment, read Chapter 1, Chapter 2, and Chapter 3 from your textbook; the Week 1 Weekly Lecture; and the article Focusing on the Fundamentals of Effective Communication Within an Organization.
As the manager of a bank, you have just walked in on an angry customer who was demanding to have a late penalty removed from his account. The employee who was helping him began to argue that the late penalty was applied correctly.
In your paper,
Describe how you would address this situation.
Explain how you would approach your employee.
Identify how you would satisfy the situation with the angry customer.
The How Proper Communications Can Satisfy a Workplace Problem paper
Must be one to two double-spaced pages in length (not including title and references pages) and formatted according to APA style as outlined in the University of Arizona Global Campus Writing Centers APA Style (Links to an external site.)
Must include a separate title page with the following:
o Title of paper
o Students name
o Course name and number
o Instructors name
o Date submitted
For further assistance with the formatting and the title page, refer to APA Formatting for Word 2013 (Links to an external site.).
Must utilize academic voice. See the Academic Voice (Links to an external site.) resource for additional guidance.
Must include an introduction and conclusion paragraph. Your introduction paragraph needs to end with a clear thesis statement that indicates the purpose of your paper.
Must use at least one scholarly or credible source in addition to the course text.
1. Text book cite
Bove, C. L., & Thill, J. V. (2018). Business communication today (14th ed.). Retrieved from https://content.uagc.edu/
2. Scholarly source
Coughlin, D. (2014). Focusing on the Fundamentals of Effective Communication Within an Organization. Effective Executive, 17(1), 28-39. https://www.proquest.com/scholarly-journals/focusing-on-fundamentals-effective-communication/docview/1540399784/se-2?accountid=32521
I would try to deescalate the situation by finding out what caused the arguing then asking the representative to step aside so I could take over the customer. Look at the customer Late history and make a judgement call based on history. If the customer is rarely late 6 months plus since the last late charge, I would override the cost. Also consider what was the cause of the late charge, was it due to system error or unforeseen causes. Otherwise, I would the charge stay and try to set the customer up on an autopay program or give them options, such as payment arrangements if possible.
Once the situation has been handled, I would speak with the employee privately about how the situation could have been handle differently. For example, asking for assistance before it became an argument. Standing up for themselves without being disrespectful, such as telling the customer that they will need to calm down for them to properly help them or they would have to come back when they are more relaxed and ready to talk in order to find a solution and not argue. Also letting the customer know what options they have available for avoiding late fees.