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Journal Assignment

Part A:

Feedback

Question 1. Discuss a time when you were the recipient of some ‘negative’ (or less than kind) feedback that was difficult to accept.

Answer 1.At work, I experience all kinds of feedbacks from the customers, superiors and peers. Some make me feel good, some help me improving my performance and help me to develop my personality. Yes, I have received negative feedbacks but the instance that I would like to quote is that of a customer.

Recently at work, a customer complained to my manager that I did not take her order appropriately and that I had interrupted her multiple times while she was speaking. She complained that I did not give her enough choices so that she could decide what to order. She was disappointed with this incident. Therefore, my manager called me in his office and gave me the feedback to be more collaborative in nature.

Question 2. What trigger(s) may have occurred in your receipt of the feedback.

Answer 2.The trigger of truth was the one trigger that occurred when I was receiving the feedback. I felt that the manager heard just the customer side of the story and was having incomplete information.

 Before he asked me about the issue, he assumed me to be totally wrong which I believe was unfair to me. He was right partially, but he was doing his job of handling customer complaints and so he suggested me to be focussing on my relationship building skills as it would help me in long run. The old saying: the customer is always right, was also avoiding the contexts of accommodating and collaborating. He should have provided me the chance to give my opinion of which situations I was going through in that time. 

Question 3. How did you deal with it at the time & what did you learn?

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e customers, superiors and peers. Some make me feel good, some help me improving my performance and help me to develop my personality. Yes, I have received negative feedbacks but the instance that I would like to quote is that of a customer.

Recently at work, a customer complained to my manager that I did not take her order appropriately and that I had interrupted her multiple times while she was speaking. She complained that I did not give her enough choices so that she could decide what to order. She was disappointed with this incident. Therefore, my manager called me in his office and gave me the feedback to be more collaborative in nature.

Question 2. What trigger(s) may have occurred in your receipt of the feedback.

Answer 2.The trigger of truth was the one trigger that occurred when I was receiving the feedback. I felt that the manager heard just the customer side of the story and was having incomplete information.

 Before he asked me about the issue, he assumed me to be totally wrong which I believe was unfair to me. He was right partially, but he was doing his job of handling customer complaints and so he suggested me to be focussing on my relationship building skills as it would help me in long run. The old saying: the customer is always right, was also avoiding the contexts of accommodating and collaborating. He should have provided me the chance to give my opinion of which situations I was going through in that time. 

Question 3. How did you deal with it at the time & what did you learn?

Answer 3. I feel that feedback whether negative or positive, should be taken in high spirits or accept respectfully.  If it is good it means that I am doing my work right and if the feedback happens to be negative, it gives me a scope of improvement.

When I got the feedback from my manager, I was silently listening to him without interrupting and was attentive throughout the discussion. I absorbed all the recommendations he made and assured that he won’t get sucha complaint again

From the experience I learnt that it is important to get negative feedback as they help the people to identify the gaps. They might seem to be unfair sometimes, but it is better to improve now than to face any bigger difficulties in future. Negative feedbacks make a person develop completely. I will have to learn about collaborating and compromising as these will be helpful for me to minimise the possibilities of conflict as much as possible.

Question 4. And ideally how would you manage the same feedback happened again?

Answer 4. If I receive a similar feedback in future, I would take it the same way I took this one. I would accept all the necessary changes that would make me a better person. I find absolutely no harm in learning new skills, alter my behaviour and attitude according to the situation and make myself competent enough so that I can work effectively even in adverse environment. Also, always ask for clarity to make sure the feedback is understandable. This will help me to avoid the gaps, which I experienced early.


 

 

 

 

 

 

 

 

 

 

Conflict

Question 1. Think about a specific conflict you had with someone.

Answer 1.A few months ago, I was working as a volunteer for an NGO. We had separate teams for separate tasks. The NGO worked for providing better health and hygiene facilities to the poor. When we work in teams of diverse backgrounds, it is natural to have difference in opinions which might further lead to conflicts. I had a conflict with one of the team member. He was focussing on reaching maximum poor people but compromising on quality of products that we were providing, on the contrary I stressed upon providing good quality products first and then the number of people reached. This later came out as a conflict between us.

Question 2. Analyse the incident and determine which conflict handing style you probably used.

Answer 2. When I started feeling that there is some major problem between us, I approached him to discuss the issue. The conflict handling style that we probably used was -collaboration. He also had valid points that we focus too much on quality, it wouldlead to increase in costs and this would defeat the overall mission. We worked on the matter together and agreed on each other’s points. We considered that if not the best we can provide the poor with considerably good products and cover larger audience.

Question 3. Was it the “default” style that the TKI indicated in your assessment class?

Answer 3.While working in a not-for-profit organisation, it is important to understand that all the volunteers are working for the greater good. There is no scope of competing against each other. Every matter can be resolved by being less-assertive and more co-operative. I preferred to adopt the general style indicated by Thomas-Kilmann Conflict Mode Model, which is to achieve more energy by minimising the conflicts. Therefore, I adopted the style of accommodating to satisfy the concerns of him by undermining my concerns to mitigate the inter-personal conflicts.

Question 4. According to what we learned in class (and see TKI Notes), was it the most appropriate style to use in that situation? Why or why not?

Answer 4. According to me, this was the best way we could solve the problem. I insisted that I we do not provide quality and branded products, it could have led to health problems. He brought up the cost concern. Then we decided to compromise on a quality and bring it a level down. The costs that we saved there were utilised in future projects. It was important to resolve the issue amicably. This also established a kind of understanding amongst the team members. Apart from the way of compromising, this approach through collaborating also helped the team members to strengthen the nature of understanding among them. However, it could not be appropriate in some contexts where personal thinking becomes the concern.

Question 5. Was the conflict resolved or left unresolved?

Answer 5.The conflict was resolved immediately. We both instantly agreed to each other’s points and had consensus on the final solution. The team also accepted the terms and implemented in the task that was allotted to us.

           

 

 

 

 

 

 

 

 

 

 

 

Listening

Question 1. When do you tend to “tune people out” or stop listening? What triggers that?

Answer 1.Barriers like pre-judgement, emotions, biasedness, physical distractions, etc. make people to tune people out. Typically, these barriers fall under psychological and physical barriers. To make any conversation constructive, a leader should thus, keep in mind that such barriers would exist in every environment. Therefore, the speaker should know how to overcome such barriers and make people listen to him. This is evident that I will have to develop my understanding about my styles according to the situations. These will be beneficial for me to identify the situational conflict to detect the needs for tuning people out or stop listening.

Question 2. Is it about the person (e.g. Personality, past experience, generational/cultural differences) that impedes your ability (or desire) to listen?

Answer 2.Yes, it is about the person that impedes the ability to listen.To understand a message from a person, it is very important to see how it was communicated. If a person is not confident of what he says, it would make the listeners immediately diverted from the communication. If the speaker is not talking relevant, people would again tend to deviate from listening. If the language that the speaker is using is ambiguous or lacks clarity, the message interpreted would be different which will make people not listen to him.

Question 3. Are there certain tones of voice, gestures, words, or phrases (non-verbal behaviours) that cause you to disengage?

Answer 3. Yes, there are certain non-verbal behaviours that causes a disengagement while listening. If the speaker uses his hand actions way too much or there is some issue with the medium of communication, it makes people to lose interest in the conversation. Therefore, it is important to give attention to the body language as it is the first thing that is noticed by any listener.

Question 4. What strategies could you use to help focus on the speaker and remain fully engaged in the listening?

Answer 4. There are numerous strategies that can be used to remain fully engaged in the listening and focus on the speaker, stated below:

Remove all distractions from the environment.

Put relevant and important points in writing or take notes.

Make and maintain a constant eye contact with the speaker.

Avoid interrupting while the speaker is making his points.

Refrain from making suggestions, when listening to someone talk about an issue.

Ask Questions for better understanding and wait for the speaker to take a pause or be open about answering the queries.

These are the strategies that could help a person to be an active listener. Hence, it is important to be motivated to listen to the speaker. It again recalls the Thomas Kilmann Conflict Mode model, through which I will have to be more conscious and sometimes diplomat also to avoid the issue of conflicts. This is helpful for me to concentrate on the points that the speaker wants to reflect on. I will have to be more assertive and cooperative to engage myself and the other speakers into the conversations.

 

 

Part B:

Topic 1: Public Speaking

Communication is considered as a strong backbone of in any industry, and in the present world, public speaking delivers a strong presence in formation of the connections, motivational changes and influencing decisions (Cholletet al. 2015). Being in an organisation, I also confronted some situations where un-expectantly I have to project in front of any other group. Previously, it was so awkward for me to present or express something but practising more and more makes the situation more familiar and comfortable.

Except for some previous session my experience was not at all bad, I came to know about my drawbacks in public presentation. I feel that public speaking is not at all a rocket science if some tricks, rules and regular practices can be adopted by the presenter. I learn that public speaking demands excellent communicational skills, and without the skills, the growth and progress in the business worldis nearly impossible (North et al. 2015).

As I faced some problems in previous presentations, I must practice regularly to become confident and comfortable presenting in front of the others. I also have to practice the speech in front of the mirrors or others thus the reaction of others can be understandable. More importantly, I can hear my speech and the problems in it before the final session.

Furthermore, a good public speaking will help me a lot in my growth and achieve the goal more precisely. Adopting of an active public speaking skill can make me an excellent social connector, confident and a good motivator (Northet al. 2015). Moreover, excellent public speaking skills help in overcoming the fear, improved communication, general appearance and career growth (Cholletet al. 2015).

Though many personalities are inspired me a lot in the public speaking skill the actor, governor and motivational speaker Arnold Schwarzenegger inspired me a lot. Like his glorious career in Hollywood, he envisions his goals and does whatever to achieve the goals.  He does not care about the naysayers or critics, and he always focuses on himself and with his discipline, determination and work ethics accomplish the goal that is most inspired part of him (Cholletet al. 2015).

 

 

Topic 2: Time Management

Time is both friend and enemy of our civilisation, right place at the right time and urgency are the most confrontational words in the time management (Kirillovet al. 2015). My personal and professional time management is monochromic as one thing in a single time. I try to emphasise on the appointments, punctuality, efficiency and the main centre of the circumstances in a given period thus I think I can solve the problem and complete the job more efficiently.

I try to handle one project, deadline, short-term task and orientation in a single time thus it creates the minimum amount of confusion at work. Moreover, this type of time management also helps in synchronising the flow of energy throughout the day. I try not to divide my attention in different aspects while handling any situations so the execution will be more efficient and time-saving.

Yes, I also wait for feeling something at the time of executing any work and this helps me in completing the work more efficiently. Exploring something before doing anything often shows the future assumptions of the job done. It also helps in the pre-assumptions of the work, whether the execution process is wrong or right, the expected time and the process through it can be more successful (Häfneret al. 2015).

Precisely time management is the ability to plan or organise the activities’ time spent in a single day, and it increases the productiveness and effectiveness (Chukwu and Mahajan 2014). Digital technology helps in the time management a lot by creating the reminder, gathering the priority and essential events. Besides this, discovering of these mobiles, internet and other related technology minimises the over expenditures of time through one of a kind services. However, the attention diversion in the social sites like Facebook, Instagram or messenger also sometimes create hindrance in my time management.

Sometimes, I came to face some people who are master in managing various situations simultaneously which is most unlikely for my nature. They focused on the interpersonal relationships, external centres and long-term orientation of the circumstances. Though I don’t have this capability, I try my level best to cope up the drawbacks by covering it with the setting of goals, focus, proper planning, self-motivation, decision making and self-awareness.                   

 

 

Topic 3: Positive Discipline/insubordination

I have not confronted any investigation in the workplace where the positive discipline was enacted, but I came to know about some situations from my colleagues like this. There was harassment case in the workplace between the employers and employees, and there are opinions and incidents and gaps in the facts. In such cases every organisation needs to make a regulatory to analyse the case and address the issues regarding the scenario (Kellyet al. 2015). However, a special board was made to resolve the case in that workplace, the words of both witness and victim are addressed, and the culprit was punished.

On that concerned situation, a special board of human resource, human rights activist, personnel from the managing committee is made, and they were investigating that situation throughout. The staff heard the words of witness and victim on a sympathetic note and punished the wrongdoers. Turmoil in the workplaces and interruption of the organisational activities is seen on the company at the time conflicts. However, both the management and employees work efficient and tactfully to minimise the confusion in that situation (Lustick 2017).

The investigation was more or less fair as the concerning board hear both the complaints of both victim and witnesses. The committee was consist of people from different aspects so they can understand the urgency, reliability of the problem in the given time and gave out the proper solutions as soon possible.

Though the board has covered every aspect of that case, I think there are some segments which are left to address like hearing the side of the criminal. Everyone think the verdict was flawless, but I think the bottom of the so called offender must need to be heard so the situation can be more apparent. It cannot be clear if someone distorts or misinterprets any facts but if the interaction was done properly the consequences were more satisfactory.