...ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ABUSIVE CUSTOMERS CAUSE EMOTIONS TO RUN HIGH ! CASE INCIDENT 2 OF CHAPTER 8 Slide 3: Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases. Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis? : ------------------------------------------------- Q) If you were a recruiter for a customer service call center...
Words: 654 - Pages: 3
...An Analysis on How to Handle Dysfunctional Customers And how they affect on Food Servers in selected Restaurants at Eastwood City ------------------------------------------------- A Method of Research and Thesis Paper Presented to the Faculty of the Hotel and Restaurant Management Arellano University - Pasig ------------------------------------------------- In Partial Fulfilment of the Requirement for the Degree in Bachelor of Science in Hotel and Restaurant Management Presented By: Calinao, Loreinn G. Tierra, Alyssa Marie G. Encio, Mary Bless Estrada, Erik E. Romero, Jerry Arellano University – Pasig Pag-Asa St. Brgy. Caniogan Pasig City Approval Sheet In partial fulfillment of the requirements for the degree of Bachelor of Science in Hotel and Restaurant Management this Method of Research entitled “AN ANALYSIS ON HOW TO HANDLE DYSFUNCTIONAL CUSTOMERS AND HOW THEY AFFECT FOOD SERVERS IN SELECTED RESTAURANTS IN EASTWOOD CITY” was prepared and submitted to the College of Hotel and Restaurant Management. PROF. LOUIE REYES Adviser Approved by the members of panel on October 2014. With a grade of ____ ________________________________________ Chairman _______________ _______________ _______________ Member Member Member Accepted in partial fulfillment of Bachelor of Science in Hospitality and Restaurant Management PROF. KATHERINE GUEVARRA ...
Words: 13057 - Pages: 53
...evaluating hundreds of bugs and potential bugs. Yet Microsoft has no problem in finding and retaining software programmers. Their programmers work horrendously long hours and obsess on the goal of shipping product. From the day new employees begin work at Microsoft, they know they are special and that their employer is special. New hires all have one thing in common—they are smart. The company prides itself on putting all recruits through a gruelling “interview loop,” during which they confront a barrage of brain-teasers by future colleagues to see how well they think. Only the best and the brightest survive to become employees. The company does this because Microsofties truly believe that their company is special. For instance, it has a high tolerance for nonconformity. Would you believe that one software tester comes to work every day dressed in extravagant Victorian outfits? But the underlying theme that unites Microsofties is the belief that the firm has a manifest destiny to change the world. The least consequential decision by a programmer can have an outsized importance when it can effect a new release that might be used by 50 million people. Microsoft employees are famous for putting in long hours. One program manager said, “In my first five years, I was the Microsoft stereotype. I lived on caffeine and vending-machine hamburgers and free beer and 20-hour workdays. . . . I had no life. . . . I considered everything outside the...
Words: 4465 - Pages: 18
...Management Notes Video People’s behavior is not only about the person, but the environment they are in! Industrial/Organizational (I/O) Psychology: I-side: human resources functions Ex: training, selection, performance appraisal O-side: understanding and predicting behavior Ex: motivation, work attitudes, stress, leadership, team effectiveness Organizational behavior: the scientific study of individual and group behavior in organizations; focused on different levels of analysis * Use of the scientific method to understand and solve problems relate to people in organizations * Focus on organizational behavior * Individuals: attitudes, behavior, health * Groups/teams: norms, cohesion, conflict * Organizations: firm performance, culture, climate Historical influences: * Fredrick Taylor: first to subject work to scientific study; interested in efficiency * Published Principles of Scientific Management (1911) * Conducted first field experiments like shuffling studies * Time-and-motion studies to identify “one best way” to do a job * Ford example; he found a way to make Ford cars cheaper * Elton Mayo: studied workers at Hawthorne; worked of the Western Electric Co. in late 20’s – early 30’s * Research on effects of lighting, breaks, length of work day, and type of incentive pay on performance * Illumination studies and Hawthorne Effect * Social factors affect behavior in...
Words: 6250 - Pages: 25
...Watching Less TV Assalamu Alaikum everyone. I am Sayeda Anika Amin and I’m going to talk about the topic ‘Watching Less TV’. Nielsen research of America showed that the average American watch TV an average of 5.1 hours a day. 5.1 hours a day is nearly 2000 hours a year or 78 days i.e. 2.5 full months. Even though these figures reflect the American population, the figures for other regions don’t deviate much. With all this time spent watching on TV, I wonder how we even have time to do anything else! Just imagine if we would have spent the fraction of this time working on our goals, we’d already be making so much headway in our goals by now! Watching TV actually slows down our brain. Since TV is a one way medium, we don’t engage and interact while watching it. Rather we only sit and watch which make us sluggish and inert. Imagine spending most of the time in front of TV everyday-it’s a matter of time before you turn into a zombie. It’s not co-incidence that heavy TV watchers are also stagnant and passive people. Finally I would like to end with a quote, Groucho Marx, a famous American comedian and a film star once said, “I find Television very educational. Every time someone switches is on I go into another room and read a good book.” Divorce Rate in Bangladesh Assalamu Alaikum. I am Sayeda Anika Amin before you. I would like to share my thoughts on the topic ‘Divorce Rate in Bangladesh’. Twenty three divorce cases were filed a day on an average in 2013 calendar year in Dhaka...
Words: 1888 - Pages: 8
...coast, and holds a status of being the nation’s third largest pharmacy retail chain (Our Story, n.d.). Store number 6108, located in Truckee, California is one of 25 stores in the district located in the Sierra Nevada’s and Sacramento area. The Truckee Rite Aid is the second highest grossing store in the district and has made great strides in the last two years of improving gross margin and controlling expenses. The store’s primary objectives are: meeting and beating sales goals, maintaining and increasing gross margin, controlling expenses within predetermined goals, increasing prescription counts, increasing customer satisfaction scores, and improving associate satisfaction scores. The store’s Primary leader is the Store Manager Jeffrey Pidlypchak, while the pharmacy is overseen, in partnership with the store manager, by Pharmacy Manager Robert Chan. Due to the store’s high amount of losses in the past, the store manager also partners with an in-store Asset Protection Agent to prevent and mitigate losses. The Store Manager leads a team comprised of an assistant manager, two to three supervisors, and eight to fourteen clerks. Store Manager’s Leadership Practices To accomplish the aforementioned objectives of the store as outlined by upper management within Rite Aid, the store manager utilizes three primary leadership practices: motivates the store team to accomplish daily goals and long term goals, delegates tasks appropriately and effectively, recruits, hires, and promotes...
Words: 4518 - Pages: 19
...world most purveyors of sexuality for economic reward were courtesans, concubines (kept mistresses) or slaves. Courtesans and concubines often had a high position in the traditional society. But in modern society this profession is being neglected and various social problems are occurred from it. One of the most serious problems is associated with the prostitution is the fact that the sex trade is surrounded by illegal, abusive and dangerous activities. One view maintains that such situations occur because prostitution is kept illegal and the industry operates on the back market. Besides these prostitutes are also sufferings in society. They have no status. Even their client also hates them. Prostitution: The word “prostitute” or more frequently “whore” is used as an insult towards a person (typically a women or girl) who is perceived as being sexually promiscuous (http://www.merriam-webster.com/dictionary/prostitute). Prostitution is the act or practice of providing sexual service to another person in return for payment. People who execute such activities are called Prostitutes. According to Anthony Giddens, Prostitution can be defined as the granting of sexual favors for monetary gain. A key aspect of modern prostitution is that women and their clients are generally unknown to one another. Although men may become regular customers, the relationship is not established on the basis of personal acquaintance. Prostitution is one of the branches of sex industry. The legal status...
Words: 5298 - Pages: 22
...Glady Rose C. Bunao IV-23 BSE- Values Prof. Arabit DISCRIMINATING PROSTITUTION IS IMPOSSIBLE ABSTRACT: Prostitution was considered as the “oldest profession” in the world because of its commonality. This is one of the most abundant societal issue recognize all over the country that can’t be avoided nor discriminate at all. This term paper aims : 1.) To define prostitution 2.) To understand the history of prostitution in the Philippines; 3.) To classify the type of prostitution; 4.) To identify the cause and effect of prostitution; 5.) To specify the cause of men in buying prostitutes 6.) To give facts about prostitution all over the world. The researcher used to have interview with the buyer of prostitute specifically in Bulacan. This methodology will strengthen the 3 major theories namely: a.) Symbolic Interactionism, b.) Functionalism c.) Conflict Theory. Charles Darwin stated that there’s a need for survival. Prostitution was a product of never ending poverty in the world and in order to survive, even though they don’t want to engage to this kind of work, they don’t have choice but to follow where the money is or else, they will die in hunger. The scarcity of primary needs pushed people to desperately make some money even if they became “immoral” .It is considered as immoral because until now, it is not accepted in the society and there’s still debate if the world must accept this profession since it can’t be stop as the powerful group protects and control the illegality...
Words: 3487 - Pages: 14
...to decrease the potential for future workplace violence that may lead to loss of life and unnecessary monetary loss. Managers are not necessarily equipped to develop appropriate measures to effectively deal with violent issues. Given the proper tool, managers can often work wonders. But we first need to look at how we define the problem of workplace violence. Generally, people think of workplace violence solely in the context of physical assaults or homicides. Many mental health professionals consider such a definition too narrow, and instead define workplace violence more broadly, such as "any verbal or physical assault or any violence that occurs in the workplace even if its source is not related to the work environment or any abusive, threatening, intimidating, or assaulting conduct against a co-worker whether physical or verbal. Such conduct can be seen in the form of shaking fists, throwing objects, destroying company property, written or verbal threats, swearing, insults, condescending language, hitting, shoving, pushing, kicking and the like. When the definition of workplace violence is viewed in a more expansive context, the risk factors become clearer and, importantly, easier to manage, because it also could be in many cases a gradual process, as employees might experience several hints before a severe violence incident like homicide takes place. This study mainly focuses on homicide in the workplace, however...
Words: 3282 - Pages: 14
...Chapter 1 Case1: "Lessons for 'Under Cover' Bosses" This exercise contributes to Learning Objectives: Define organizational behavior and identify the variables associated with its study, Explain the relationship between personality traits and individual behavior, Describe the factors that influence the formation of individual attitudes and values, Discuss the importance of individual moods and emotions in the workplace, Apply the study of perception and attribution to the workplace; Learning Outcomes: Define organizational behavior and identify the variables associated with its study, Describe the factors that influence the formation of individual attitudes and values, Apply the study of perception and attribution to the workplace, Define diversity and describe the effects of diversity in the workforce, Describe the nature of conflict and the negotiation process, Describe best practices for creating and sustaining organizational cultures, and Describe the components of human resource practices; AACSB Learning goals: Communication abilities, Analytic skills, and Reflective thinking skills Executive offices in major corporations are often far removed from the day-to-day work that most employees perform. While top executives might enjoy the perquisites found in the executive suite, and separation from workday concerns can foster a broader perspective on the business, the distance between management and workers can come at a real cost: Top managers often fail to understand the...
Words: 19619 - Pages: 79
...Chapter-1 SUMMERY Services means- Services are deeds, processes and performances. For example, Intel officers repair services for its equipments, consulting services for IT and E-commerce applications, web design services and training services for mass people. All these are deeds, processes and utilities comprise primary deeds and actions performed for customers. Compatible with this simple definition, services include economic activities whose output is not a physical product, are generally consumed at the time they are produced, provide added value in the form of amusement, comfort and convenience etc. and are essentially intangible concerns of the first purchaser. Difference between Service and customer service Services are deeds, processes, performances, and performances of a wide range of industries. Customer service is the service provided in support of a company’s core products. Customer services includes answering questions, taking orders, dealing with billing issues, handling complaints and scheduling repairs or maintenance. Why service marketing is essential for: Service based economy: Service marketing concepts and strategy developed in response to the tremendous growth of service industries, resulting their increased importance to the world economy. Service as a business imperative in manufacturing and IT: Early in the development of service, marketing most of the interest came from service industries like banking and health care. Now manufacturing and IT industries...
Words: 12979 - Pages: 52
...Integrating Values-The Legality, Morality, and Social Responsibility of Wal-Mart’s Response to Sex Discrimination and Pay Lawsuits Nova Southeastern University MGT5015_Legal, Ethical, Social Value Business September 9, 2012 We certify that we are the author of this paper and that any assistance received in its preparation is fully acknowledged and disclosed in the paper. We have also cited any sources from which were used data, ideas of words, whether quoted or paraphrased. I also certify that this paper was prepared by us specifically for this course. Table of Contents Abstract (Natalie Rondon) 3 Introduction ( Natalie Rondon) 4 Legal Section (Franciso Amado) 5 Ethic Section Utilitarian Ethical Analysis (Kyle Lozito) 8 Kantian Ethical Analysis (Christian Varillas) 14 Additional Ethical Analysis (Natalie Rondon). 18 Social Responsibility Section (Shirley Simmonds). 20 Conclusion (Natalie Rondon). 25 References. 26 Abstract This is a library research paper on the integrating values of Wal-Marts to sex discrimination and pay lawsuits that Wal-Mart has encountered over the years. The paper will discuss the legality of the situation and how Wal-Mart might be able to fix the issues that they are having. The paper will also discuss Utilitarian ethical analysis, Kantian ethical analysis and Socrates and the Socratic method. It will go into detail if Wal-Mart as a company has acted ethical or moral against its employees based on the ethical analysis...
Words: 7018 - Pages: 29
...P A R T I Discovering Momentum 1 1 The Power of Momentum Where’s the Impetus? Momentum. Most businesses get it at some point: the impression that everything they undertake succeeds effortlessly, as if they’re being carried along by a tailwind that increases their efficiency and propels them on to exceptional growth.1 Some hold on to it. Most don’t. Slowly, imperceptibly, the tailwind turns around and the momentum disappears, without anyone quite realizing what has happened. The company is still growing, but not as strongly as before, not as efficiently. Everyone’s maxing out, but it seems like there’s molasses in the works. Sound familiar? Sooner or later, it hits you in the face. Imagine you are meeting up with a senior analyst whose opinion counts with some of your company’s biggest investors. You think you’re on safe ground—after all, your company is doing better than the competition. But the analyst is in full gimlet-eyed, illusion-killing mode. “That’s nothing to crow about,” she says. “Yeah, you’ve got reasonable growth, but it’s nothing exceptional. You’re a safe bet, nothing more. Okay, I might tell my mom to buy, but 3 The Momentum Effect then she’s happy with inflation plus one. The way we see it, you’re really grinding it out. We reckon the strain’s getting harder, too. There’s no impetus—no momentum.” Words like that can really take the gloss off a day. The next time you gather your team, you don’t congratulate them on beating their targets—you...
Words: 104474 - Pages: 418
...Overview of the Chapter Leadership is a key ingredient in effective management. When leaders are effective, their subordinates are highly motivated, committed, and high performing. When leaders are ineffective, chances are good that their subordinates do not perform to the level of their capabilities, lack motivation, and may be dissatisfied. This chapter describes what leadership is and examines major leadership models and theories that have been developed by various researchers. It also describes how managers engaging in transformational leadership can have a dramatic impact upon their organization and discusses the impact of gender on leadership. Learning Objectives 1. Describe what leadership is, when leaders are effective and ineffective, and the sources of power that enable managers to be effective leaders. 1. Identify the traits that show the strongest relationship to leadership, the behaviors leaders engage in, and the limitations of the trait and behavior models of leadership. 2. Explain how contingency models of leadership enhance our understanding of effective leadership and management in organization. 3. Describe what transformational leadership is, and explain how managers can engage in it. 4. Characterize the relationship between gender and leadership. MANAGEMENT SNAPSHOT: EFFECTIVE LEADERSHIP STYLES FOR TOUGH TIMES: LESSONS FROM HOWARD SCHULTZ, RICHARD SCHULZE, DAVID FARR, AND LOU GERSTNER Each of these persons is a current or former chairman...
Words: 8219 - Pages: 33
...WORKING WITH ABUSED CHILDREN 1 / CHAPTER ONE The Abuse of Filipino Childr en Filipino families consider children as gifts from God (Bulatao 1975). They are persons who inspire love and affection and bring happiness and security in the twilight years of parents. Interestingly, children are seen as links to immortality because children pass on from one generation to another the family’s name, history, and heritage. Often, children are portrayed as being nurtured and properly attended to in their homes; however, Filipino children are not as secure and protected as they are ideally portrayed. The increasing number of street children who work on the streets or beg for alms from pedestrians and motorists belie such an idealized portrayal. Street children, among other things, are the most palpable reminder that all is not well with Filipino children. Reality reveals the many children who are denied even the most minimum of needs like food, love, nurturance, stability, security, and stimulating learning environment that will allow for their healthy development. Many Filipino children are rushed into maturity because early on in their lives, they are forced to contend with difficult problems and to take on adult roles and responsibilities. Media and popular and academic literature, more than any other time, has brought to our attention the plight of children, be they street children or not, who perform adult roles and who are in need of the basic components ...
Words: 49490 - Pages: 198
