Question

As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. You should

Option 1: Respond angrily and confront Mrs. W. in front of the clients.
Option 2: Politely ask Mrs. W. to save her questions for later and ignore her comments.
Option 3: Quietly endure the name-calling, finish with the client, and address the issue privately with Mrs. W.
Option 4: Immediately involve the supervisor and make the situation known to them.

Answer 1

The correct approach to managing a conflict with a colleague in front of clients is to respond politely, maintain professionalism, and address the issue privately afterward. It's vital to stay calm, focus on problem-solving, and if necessary, involve a supervisor or HR for further resolution.

Step-by-step explanation:

In this professional scenario, the most suitable action is to handle the situation with composure and professionalism. Option 2: Politely ask Mrs. W. to save her questions for later and ignore her comments, would be the most appropriate choice. Responding angrily, as in Option 1, could exacerbate the issue and compromise the professional atmosphere of the office. Enduring the name-calling, as suggested in Option 3, is not conducive to a respectful workplace and fails to address the issue. Although involving the supervisor immediately (Option 4) could be necessary if the behavior continues, it may be more effective to address Mrs. W. privately first to resolve the conflict without escalating the situation unnecessarily.

When dealing with such conflicts, it's important to choose your words carefully, avoiding suggesting that you are right and the other person is wrong. It's better to stay calm and focus on solving the problem, rather than blaming the other person. If a resolution cannot be reached through a private discussion, considering seeking advice from a supervisor or the HR department. Moreover, remember that providing exceptional customer service to your internal customers, such as supervisors or colleagues, can lead to increased job satisfaction and opportunities.