Personality Theory: Neurosis Brittany Nelson HHS 310 Instructor Smith There are many different theories involving personality among people in our society. These different personalities can occur through different people because not everybody is the same. In my case, I chose the Neurotic theory because this theory relates to my personality for the most part. Neurotic theories have been brought from the theorist Karen Horney. Karen Horney had come up with the best theory for Neurosis and it relates to me because I can agree with the needs that it calls for an individual.
Customer advisor Customer service advisor at Star café is responsible to listen to their customers as it is small amount of customers and are able to cater to all their needs and necessities. They need to care and compliant the customers as their improvements will help the business and improvements of creating more customers. On the other hand, Customer service advisor in Sainsbury’s have different duties and responsibilities compared to Star café because they guide customers and keep them happy to provide good customers service. This is important to ensure that they build customers loyalty. A customer advisor also, interacts with a company’s customers to provide them with information to address inquiries regarding products and services.
A successful business creates a SWOTT analysis to improve business decision making and identify high-level performance areas as well as any other area needing improvement. A SWOTT analysis looks at the positive and negative in the business and helps to overcome any problem areas. Strengths and weaknesses are internal forces within the business that can be controlled and changed in most circumstances. Strategy is one internal force that can be changed when necessary. In this instance the business focuses on customers in a one-on-one setting or in small groups to allow them to feel special and treated with high priority.
It also enables current workers to learn to be self sufficient and to think like managers. By developing talent within the current organization you are showing your employees that you value their service and believe they are the best fit for the job. Because most employees will already have an understanding of what the culture of the company is supposed to be it will be easier to develop the sought after KSA’s. Hire Yourself or Outsource This is a tricky question, but in my opinion it makes sense to keep the recruiting and selection process entirely in-house because of the unique requirements for employees in this organization. Because this company’s goal is to maintain a strong culture across all stores it makes sense to continue to hire yourself so that you can be looking for the unique traits and KSA’s that will best integrate with the company and uphold the unique culture.
You can use constructive feed back to build on use it as a tool not a negative. Work as part of a team; keep calm listen and respect, the people you are working with. Your past experiences can also help, and using your own initiative being positive. Appraisals are good way to receive constructive feedback, this will show your strengths and weakness, you might need more training on your moving and handling as you are not using the equipment properly. I receive positive feedback from my manager, she had over heard me talking to a service user who was being challenging with me, she explained she was very happy with the way I dealt with the situation calmed things down before they became worst.
1.2 Explain how effective communication affects all aspects of own work -Communication is very good in the setting it helps to understand individuals feelings, share skills and some important information, which leads to understanding each other. -It prevents misunderstanding and finger pointing to each other in the setting and it raises awareness. It helps to build up self-esteem and confident in workers because u will build trust with your colleagues and people who uses the services. 1.3 Explain why it is important to observe and individual’s reaction when communicating with them -It is very important to observe because most of communication is non - verbal, so if you do not pay attention you will miss out on a large part of communication because you have to watch people’s facial and bodily reaction, any gestures they use, how they are, are they upset 2. Be able to meet the communication and language needs, wishes and preferences of individuals.
The only way to correct our wrongs as a business is to know where and what we can correct. Without this branch included there is no way to know how our customers really feel and what quality of product is delivered. We can find areas to improve and grow. There is a saying in marketing that “A happy customer tells a friend, an unhappy customer tells everybody.” Our job is to help Riordan grow. We need as much positive connection between ourselves and the people paying us for a service as possible, it is the best marketing tool at a business’s
I chose this lens because it seemed as if it were the most rational and that it was in favor of a larger amount of people being satisfied. In this situation, it was plain to see that you would have to act off what is morally right, and the responsibility I owe to the company and employees to feel empathy and fairness. The Rights/Responsibilities lens also allowed me to treat Gayle as a responsible adult who can make choices for herself, while encouraging her to tell you what the problem is so that I can fulfill my duties to all the stakeholders. Also the results lens was used. This lens allowed me to determine the impact my decision will have on all stakeholders.
Reflection To realize their goals, organizations need to enlist the support of their employees. This assignment has provided me the insight to be able to identify some of the barriers that has complicated the communication process within my organization. Through my research I have gathered that communication cannot be easily defined but the conclusion has been the same among all researchers. They all agree that effective communication is a vital component in the achievement of high customer satisfaction. During my research I have concluded the foundation of a good organization is regular and complete communication.
I think the reason this equation Performance = Motivation x Ability is used mostly in management is because these are factors that can be manipulated by leaders. They can hire the people with the right abilities for the specific job they need and also improve ability with training. There are also several ways, which we have learned in this chapter, that managers can apply to motivate their employees. Some argue, which I agree with, that you can create your own opportunities. This is somewhat true as well.