Question

Scenario: Ron and Sally both work as Front Desk Agents with the same company, but have different personal approaches to their work. Ron believes in getting the customer checked in as quickly as possible and feels this is the way to best serve the customer. Sally on the other hand, believes in taking extra time, engaging in conversation, and showing empathy to the customer. Ron gets more customers checked-in and checked-out per day than Sally. He claims his service is superior because of his efficiency. Sally claims Ron is “short” with the guests and doesn’t meet company standards for professional behavior on the job. Their differences are becoming a major conflict.

o How do you as a manager resolve this conflict?


o What experiences have you had dealing with different work styles?



o Was there ever conflict you witnessed due to different work styles?


o How did your manager handle the situation?



o How would you handle the situation?

Answer 1

As a manager, I would first listen to both Ron and Sally's perspectives on the issue. I would then review the company's policies and procedures to ensure that they are being followed. If Ron is providing efficient service within the company's guidelines, then I would acknowledge his success and perhaps offer him a leadership role in training other employees on how to provide speedy service.

However, if Ron's approach is not meeting the company's standards for professional behavior, then I would work with him to find a way to balance his efficiency with the company's expectations for customer service. I would also work with Sally to ensure that she is meeting the company's productivity standards while also providing excellent customer service.

In my previous experiences, I've dealt with different work styles by first acknowledging that everyone has their own unique approach. I've found that it's important to communicate the company's expectations while also allowing employees to find their own way of meeting those expectations.

I have seen conflict arise due to different work styles, but it's important to address the issue quickly and professionally. In one instance, I saw a manager work with two employees who had different approaches to customer service. The manager met with each employee individually and then brought them together to discuss their differences. The manager helped them to find a compromise that allowed both employees to meet the company's standards while also staying true to their own work styles.

If I were in this situation, I would work with both Ron and Sally to find a way for them to meet the company's expectations while also allowing them to maintain their unique approaches. I would also encourage them to communicate with each other and find common ground. Ultimately, the goal is to provide excellent customer service while also allowing employees to work in a way that makes them feel successful and fulfilled.