M4.Opening Case Discussion
1.Whattype of team, according to Table 11-2, delivered the excellentcustomer service at the Paris Four Seasons? Explain your choice.
Thecustomer service teams are required to deliver customer satisfactionthrough the interaction with different persons. The Advice team formsthe best team in the Paris Seasons following the qualities desired bythe customer service team. The advice team offers better services forthe customer services goals that are decision oriented. The workcycles depend on the relation between the client and the team. Longterm relationship means the team expresses a single consistentrelationship and for the one time customer, the team delivers a shortperiod cycle.
2.What are management`s greatest challenges with this sort of team?
Managementchallenges associated with the advice team in the customer serviceinclude the measure of individual output in the contributing to theteam. The participatory based team requires the individuals toparticipate fully in the realization of quality and effective advice.Personality is immeasurable hence the dilemma in rewarding the teamplayers involved.
3.What role does trust play in customer service teams and how canmanagement build that trust?
Trustbuilds the relationship between the organization and the customershence the loyalty. Trust builds the relationship that helps thecustomer service team to relate to the customers in doing business.The relationship bond between the customer service team ensurescustomers are willing to risk their potentials in the delivery ofservice.
4.Ifyou worked at one of Steve Wynn`s hotels or resorts, what sort ofteam building activities would you use for your employees to makesure each of your guests experienced great customer service?
Hotelsand resort businesses that are under hospitality require internalfunctioning of different teams to deliver satisfaction to theincoming guests in the hotels. The best team building activities toincorporate to ensure guests satisfaction in the resort set upbusiness involve the activities that encourage the leadership role.The outdoor activities that allow interaction with the employees andunderstanding different personalities would help employees fromdifferent locations to interact. External leader behavior activitieshelp the employees adapt to different environments.(Greenberg, 2005)
Successfulorganization of a business incorporates different diverse factors inattaining the ultimate goal despite the type of activities carriedout. The difference in the clientele motivation and the customerloyalty determine the profits and the goal achievement of differentorganizations. The core source of the vision and mission achievementof any organization is dependent employee satisfaction.
Amongthe main factors contributing to the positive response to client andemployee relationship include the decision-making ability, employeemanagement skills especially for the group oriented organizations.The group development and management differentiation based on variouscareers personnel operating in an organization. Group dynamics focusin an organization help employees work under different relations. Theability to compose different groups that work together in avoidanceto conflicts based on different factors such as the gender influenceexpress proper management influence of the organization.
Managementskills in an organization determine the motivation of the members ofthe structured groups. The activities division and the roles carriedout by different members of a group are among the likely effects offormulating a group in an organization. Responsibility allocation andthe group size management depend on the influence of a manager inrunning an organization. The managerial control in observing theethics and norms of the organization boost the employee morale inconducting their roles within their jurisdiction(Schaubroeck, Lam, & Cha, 2007).
Teamformulation and management in carrying out different activities in anorganization determine the competencies of the organizations in goalachievement. Effective teamwork brings the best output from themembers and guides in common goal achievement. Defining specificmissions and visions for the organization are also determined by theteamwork cooperation. Trust and cohesiveness are some of the factorsto consider in team management set up. The impact of internalcompetition requires control in ensuring healthy competition ismaintained within the organization(Gibson, & Vermeulen, 2003).However, differentiation between various types of teams determinesthe feedback of each and every team member. Motivation tactics andleadership roles differ in both cases hence the need for the specialleadership skills within different teams.
Decisionmaking is an integral part of the group activities either by votingor selection in an organization. Different decision-making modelsresult in varying solutions to the problems presented in a group.Both rational and non-rational decision-making models are carried outin different sequences presenting varying decision-making biases.Different decision making styles present different combinations ofhuman perception and comprehension to information. The technical andsocial variations determine the tolerance ambiguity of decision styleapplied at different levels.
Conflictmanagement and negotiations are part of the organizational behaviorthat aid in the management process due to the difference in humanpersonalities. Conflicts are inevitable in a group set up especiallyin the decision-making processes. The knowledge on conflictmanagement is a critical investment for any given organization thatshould be encouraged at all levels of an organization. The ability tohandle different conflicts internally without the involvement ofexternal party results to independent solutions hence theorganization does not risk its vulnerability to the externalenvironment.
Negotiationsform the part of conflict resolution techniques and involve thedistributive and integrative forms. Distributive negotiation islikely to create conflicts since one party feels exploited by theother while the integrative negotiation the parties have a win-winshare of the pie hence rare chances of conflict. Among thecontingency measure of avoiding conflicts in after negotiationsinclude the setting of clear goals and avoidance to aggression.
Inconclusion, the organizational behavior integrates different factorsthat incorporate different personal behaviors. The interactions in anorganization present different personalities and people from diversebackgrounds. To ensure a stable working and business environment, theadoption of clear rules help in the management and coordination ofthe personnel.
Gibson,C., & Vermeulen, F. (2003). A healthy divide: Subgroups as astimulus for team learning behavior. AdministrativeScience Quarterly, 48(2),202-239.
Greenberg,J. (2005). Managingbehavior in organizations.Prentice Hall.
Schaubroeck,J., Lam, S. S., & Cha, S. E. (2007). Embracing transformationalleadership: team values and the impact of leader behavior on teamperformance. Journalof applied psychology, 92(4),1020.