Organizational Behavior, Listening and Other Employee Skills of Customer Service Representative - Essay Example

Individual Learning Project I am employed as a Service Representative (CSR) in a local bank. Being a CSR my responsibilities include processing transaction for customers, assisting customers via telephonic calls and providing answer to their banking-related queries. Furthermore, I have the responsibility to update them with the latest products and services being offered by the bank, such that there is no persistent scope of error in service delivery and the customers can meet their requirements easily. The role of a CSR is to develop sustainable customer relationship by providing attention to each task with the utmost detail and furthermore, being 100% accurate in early single task with no scope of error. My organization comprises of eight tellers, two associate branch managers and one branch manager. Are You Introverted or Extraverted? I have to talk a lot while dealing with customers hence, I do not talk a lot and my experiences being dull in nature tends to be very inaccurate description of me. I am better in managing people and motivate them to invest in our bank hence it is moderately accurate that I know how to captivate people and do not like to draw consideration towards myself. However, owing to my job responsibilities, I think that it is moderately accurate that I am existence of the party. Since I have been holding the position of CSR for few months and do not possess much experience, hence, I feel that I am moderately accurate in managing social situations. However, it is very inaccurate description of me that I have modest to say, since my job responsibilities demand me to talk much more than the customers (McShane & Glinow, 2014). Need Strength Questionnaire Since I have to engage myself in direct interaction with customers that can last for longer durations, hence it is moderately accurate that I am the type of person who never tries to gives up. Furthermore, as I have to establish long-term relationship with customers, hence, it is very accurate description of me that when opportunity occurs, I want to be in charge. Since building customer relationship is very important part of my job, hence, it is very inaccurate description of me that I find it difficult to talk about my ideas that are contrary to group opinions and that I am not highly motivated to succeed . I try to be the very best at what I do is a very accurate description of me since I try to ensure that I am able to understand needs of consumers. Furthermore, since the customers have varied opinions regarding services offered by the bank, hence, it is moderately accurate that if anyone criticizes me, I can take it. However, since my job demands understanding of the customers’ opinions’ hence, I do not try to outclass others. It is moderately inaccurate that I rarely change my opinion when people often fail to develop agreement with my views , since, I need to stick to my everyday jobs and assure them that the service being provided by bank are wise enough. However, it is very inaccurate description of me that I tend to get along with other employees and people to be liked and be what people expect from me, since my focus remains on my job responsibilities. I like to be what I am rather than what people think of me, since I prioritize job responsibilities. However, I feel that it is very inaccurate descriptions of me that I do not engage myself in speaking such things that other people do not prefer to listen. Furthermore, I think that I disagree with others in case I feel that my friends would support me. In addition, it is somewhat accurate that I seldom try to apologize for the behavior I display and try to attain more than what has already been attained by me (McShane & Glinow, 2014). What Team Roles Do You Prefer? Being a CSR, ‘taking responsibility for getting the team to agree on what the meeting should accomplish is one of my core tasks, hence, it describes me well. Furthermore, since I have to maintain relationships with others and develop a strong organizational behavior, hence it describes me very well that I help other members overcome their disagreements. As I have the responsibility of developing positive relationship and address customer grievances, hence, it describes me very well that problems associated with all the employees are being heard. It defines me very well that I assist the members in a team on how they can manage discussions and further I assist those team members in providing tem knowledge regarding what the team has been able to successfully accomplish till date. Moreover, I commend the members for sharing valuable ideas more than others share. I actively help teammates to resolve their differences in meetings. Being a CSR, maintain a attribute where the team typically counts on me to prevent debates from getting out of hand and Team members usually count on me to give everyone a chance to speak are evident. Correspondingly, I tend to describe such things that enable the group to feel much optimistic about the group’s self-accomplishments and try to support shy team members to share valuable ideas. However, it does not portray me very well that during conduct of meetings, I am the one who is less likely than other people towards condemning the values and ideas shared by teammates. It is often noted, people tend to rely on me to clarify the purpose of the meeting and keep track of what has been said in meetings. Conversely, instead of being a very abrupt speaker, I like to be the person who takes notes or minutes of the meeting (McShane & Glinow, 2014). Active Listening Skills Inventory I support the idea that while listening to someone, I keep my mind open and gather various ideas shared by the speaker, till the time the speaker has finished sharing his/her ideas. Furthermore, it is true to some extent that during listening to the speaker’s ideas, I try to analyze the ideas shared by speaker in a manner similar to my ideas. It is somewhat right that people often tell that it is quite easy to understand when I am not concentrating to a particular view. However, I can say that it is not at all correct that I do not assess what a person speaks until the person has finished his speech. Furthermore, it is not at all correct that whenever the speaker tries to take a long time to share his ideas and express his views, I let my mind drift towards thinking something else, rather than focusing on what the speaker is actually trying to portray. In addition, I do not think that I try to share my views in the middle of something rather than waiting for the speaker to end his conversation, since I do not want to carry the risk of overlooking and forgetting what the speaker had said. Furthermore, I do not support the idea that rather analyzing the speaker’s ideas, I try to ensure that someone needs to summarize those ideas for my convenience. I guess it is a little correct that I see or do ‘uh-huh’ such that speakers feel that I am listening to what they are saying. Furthermore, there exists little correctness in the thinking that when a speaker is trying to talk something, I try to evaluate that whether I would support his thinking or not. However, I think that it is very much true that at the time of listening, I try to put focus towards what the speaker is saying and try to arrange the information in a meaningful way. Furthermore, I try to emphasize on what people are trying to say even if they are trying to share such ideas that I already know. Furthermore, I make sure that I do not engage myself in speaking until the time I am not sure that the speaker or person has finished his/her talking (McShane & Glinow, 2014). How Do You Influence Coworkers and Other Peers? On a scale of 1 to 5 of marking the utilized tactics to influence coworkers, I would select fourth option (often) for giving the coworkers logical reasons why the issue should be decided in my favor. Furthermore, I would mark second option (seldom) for making my authority or expertise regarding the issue known without being obvious about it. I would select first option (rarely/never) for the tactic of tried to negotiate a solution, where I would offer something in return for the coworker’s support, since I never indulged myself in such tactics. Moreover, I would opt for first option since I did not utilize the technique of demanding that the matter should be resolved in my favor and avoided showing the coworker information that opposed my preference. Furthermore, I rarely use the technique of improvising support of other employees to show higher preferences. With the use of different tactic, I seldom demonstrate my preferences rather I often take management support for communicating something positive about the coworker with a hope to increase support. I sometimes used the tactic of trying to convince coworkers using information and logic. I always used the tactic of offering support to coworker if they did not agreed and never showed impatience or frustration if coworkers were opposed to my preference. Furthermore, I feel that I often offered the facts in a way that would seem better as per my choices and rarely tried to claim that any other person try to assist me in the issue. I seldom suggested that the higher management team must solve the matter and seldom try to make the coworkers as friends such that I am able to create a much higher and favorable result that would support my viewpoints. Sometimes, I utilized the method of implementing a number of measures that would enable the coworkers to gain an understanding of my choices and views and disregard the ideas shared by other people. However, I never indulged myself in indirectly displaying my authority and dominance towards the coworkers in order to show that I have the right to get the issue being settled in my support. Furthermore, I seldom tried to mention that I had indulged myself in providing the required need and support to the coworkers at times in the past with a hope that they would support me later. However, I never tried to use the tactic of letting people and coworkers I would not support them in case they are unwilling to support me at present. Furthermore, I rarely made use of the tactic of choosing such information and facts that were supporting my views. Furthermore, I often tried to show that my ideas and views were consistent and similar to that of the views laid by the company and tried to display high level of support towards my coworkers, with a hope that similar support would be provided by them (McShane & Glinow, 2014). Dutch Test for Conflict Handling On a scale of 0 to 5, ranging from Not at all to very much, I would choose second place for giving in to the wishes of other party, apart from try to realize a middle-of-the-road solution. I never used the tactic of pushing my own point of view. I put examining issues until finding a solution that satisfies me and other party at the first place, since it is used most. However, I select second position for choosing the strategy of trying to avoid the situations of confrontations regarding the underlying differences and harmonizing my relationships with the other party. In conflicting situations, I emphasized that we have to develop a solution thought compromising with the aim of trying to stand for my own goals as well as the goals of others. I never used the tactic of achieving an advantageous position at times of argument with others. Furthermore, I never try to evade differences underlying viewpoints of people. Although, sometimes I tried to accommodate the views shared by other party, however, I used the tactic of parties that we must compromise a little and try to test thoughts and ideas rather than both the parties in order to derive a mutually beneficial outcome. I never used the tactic of fighting for ensuring a good outcome for myself and made differences seem less severe. I sometimes used the tactic of trying to adapt to the goals as well as objectives of the concerned parties and focus towards attaining an outcome with the help of a 50-50 compromise. I never used the tactic of doing everything to win and tried to avoid confrontation with others. However, I used the tactic of arriving at an outcome, which can support the ideas and interests of my own as well as others (McShane & Glinow, 2014). Do Leaders Make A Difference? I agree to the fact that even in economic recession, a good leader can prevent accompany from doing poorly , however, I am neutral towards the viewpoint that the quality of leadership has an important influence on how well the organization functions . Although, I agree to the fact that bad leadership at the top would result in declining organizational performance, I disagree to the fact that the effect of company’s leaders on organizational performance is weak. Furthermore, I disagree to the fact that a company is good or bad as its leaders. I have neutral thoughts regarding the view that even the best leaders cannot help an organization very much in case economy is bad or competition is tough. However, I disagree to the view that the company’s top executives have the power to make or break the organization. In addition, I have neutral views regarding the perspective that compared with the economy, competition and other external forces, leaders have only a small influence on firm’s performance (McShane & Glinow, 2014). What Organizational Structure Do You Prefer? I would like to work in an organization where the scope of a person’s career ladder towards higher status and responsibility is high and responsibility is pushed down to workers who perform the work. I somewhat agree to the fact that senior member working in the organization try to make a majority of the judgment such that they are able to accomplish organizational goals. However, I would like to work where the job roles and responsibilities of each employee are clearly set out such that there does not remain any scope of confusion regarding the job responsibilities amongst employees. Moreover, I agree to the view that employees have their own say on issues, but senior executives make most of the decisions. However, I would like to work a little in an organization that has job responsibilities are broadly laid out and are not existed in nature. I somewhat agree to the fact that job roles of every employee must be attached with each-other concerning the operating plans set by the top management of the organization, along with agreeing a little on the viewpoint that a majority of the job roles are being performed in a manner that ensures close supervision. Furthermore, I agree a little on the view that job responsibilities are being performed with the help of informal discussions and sharing of views rather than formal responsibilities. I will not at all work in an organization where there are many employees working under a particular supervisor, due to which he/she is unable to keep a close watch over the employees and their performance. I would like to work in an organization where every employees working in the organization is clear about his/her job responsibilities and goals to be attained by him/her. However, I would like to work a little where senior members of the organization provide overall goals to work upon; however, they leave the regular decisions to be decided by frontline members. Furthermore, I would like to work a little in such organization where the position of CEO is only three or four levels higher than that of the junior level employee (McShane & Glinow, 2014). Which Corporate Culture Do You Prefer? I would prefer to work in an organization where employees work together in teams and where organization listens to customers and responds quickly to their needs. Furthermore, I would prefer an organization where employees working in the organization are treated in an appropriate manner and are able to change themselves to new working culture and environment. Moreover, I would do job where staff members feel proud whenever the organization is able to accomplish its organizational roles and responsibilities and wherein senior level staffs are given required respect. Furthermore, I would like to work where the organization is one of the most successful organizations, which have top class innovation in the whole banking sector, and where staff members are able to get aid to cope with personal issues and such organization that strives to experiment with new thinking in the market. Furthermore, I would prefer an organization where staff members are being regularly updated about the various tasks that are being performed by the organization such that they are being able to react to changes such as competition and other threats. Furthermore, I would prefer working in such organization wherein management is able to keep the roles and responsibilities under its control to ensure success (McShane & Glinow, 2014). Are You Tolerant Of Change? I slightly agree to the fact that what is unexpected can be predicted, however, I moderately agree to the view that I am much more comfortable at events where I know most of the people. Furthermore, I slightly disagree to the view that I do not believe new situations to pose threat for the familiar situations, and prefer solving problems that aim at attainment of a single solution rather than providing several alternatives. I moderately agree to the view that I adverse uncertain situations and try to avoid complicated situations. I strongly agree to the statement that I like such situations that can be assessed in more than a single manner and cope well with unanticipated events. I moderately agree to the statement that I prefer working in such situations that are familiar to me rather than the unfamiliar ones, however, I moderately disagree to the statement that I enjoy the feeling of working in uncertain situations (McShane & Glinow, 2014). Organizational Behavior 1. The purpose of this assignment is to help estimate my level of organizational behavior. 2. Score for Self-Assessments: Are You Introverted or Extraverted: 32 (Interpretation: Moderately Extrovert). The actual score is 32. Need Strength Questionnaire: 20 (Interpretation: Above average level of Need for achievement and social approval). The actual score is 20. What Team Roles Do You Prefer: Encourager: 12 (High); Gatekeeper: 13 (High); Harmonizer 13 (High); Initiator: 10 (Medium) and Summarizer: 11 (High). The actual score is 59. It can be interpreted that I prefer team roles such as encourager, gatekeeper, harmonizer and summarizer. Active Listening Skills Inventory: Avoiding Interruption: 9 (High); Maintaining Interest: 8 (High); Postponing Evaluation: 5 (Medium); Organizing information: 8 (High); Showing Interest: 4 (Low). Active Listening total score: 34. It can be interpreted that my active listening skills include avoiding interruption, maintaining interest, postponing evaluation, organizing information and showing interest. How Do You Influence Coworkers and Other Peers: 52 (High). Actual score is 52. It can be interpreted that I am able to influence coworkers and other peers. Dutch Test for Conflict Handling: Yielding: 10 (Medium); Compromising: 17 (High); Forcing: 4 (Low); Problem Solving: 20 (High) and Avoiding: 4 (Low). Actual score is 55. It can be interpreted that I am able to handle conflicts through use of techniques such as yielding, compromising, forcing, problem solving and avoiding. Do Leaders Make A Difference: 29 (Interpretation: Moderately Transactional & Transformational Leader). Actual score is 29. What Organizational Structure Do You Prefer: Tall Hierarchy: 13 (High); Formalization: 10 (Medium); Centralization: 9 (Medium). Total Score: 32 (High). Actual score is 32. It can be interpreted that I prefer tall hierarchy as organizational structure. Which Corporate Culture Do You Prefer: Control Culture: 2 (Medium); Performance Culture: 1 (Low); Relationship Culture: 4 (Medium); Responsive Culture: 5 (Medium). Actual score is 12. It can be interpreted that I prefer control culture, relationship and responsive culture as my preferred corporate culture. Are You Tolerant Of Change: Even: 22, Odd: 13, Total 35 (Medium Level of Tolerance to Change). Actual score is 35. This reveals that I am moderately tolerant to change. 3. A majority of my scores were in the high category. This shows that I am moderately extrovert, have above average need of social approval and need for achievement. Moreover, I have high listening skills. I am able to handle conflicts using compromising and conflict-solving techniques. I am moderately transactional and transformational leader. I prefer tall hierarchy structure; however, I have medium level of tolerance towards change. 4. Interpretation: By gaining an idea of my tests, I can be better prepared to adapt my environment and be able to adapt myself to the varied situations in future. I am presently employed as a CSR in a financial institution and have to deal with several customers having differentiated needs and requirements from the bank. In addition, I have to be prepared with the changing needs of customers, change my presentation and personality depending upon the person or people I am dealing with. This is necessary since many customers seek to gain knowledge of the services provided by bank in a direct manner, whereas some of the customers try to engage themselves in developing personal relationships. By being able to adjust myself apart from my personality and behavior with customers, I would be able to derive benefits for my company and myself as well. Furthermore, developing sustainable relationships with customers would help the customers since it would enhance the scope of reliability and they would further feel secured to deal with our bank. I myself feel that there is a need to modify the behavior since it is a necessity in all aspects of life, especially in the professional scenario when dealing with financial needs. By being extravert, I am able to develop professional relationships with my customers, which is supported by my above average need for social approval. The score derived from the self-assessment tests are helpful for me since they enable me to gain adequate knowledge regarding my possessed skills and competencies as well as my weaknesses, which would enable me to adjust myself as per the organizational behavior. Furthermore, the results would help me to enhance my effectiveness since I can develop my extrovert skills and focus towards developing my leadership skills such as initiator, where I lack behind. Furthermore, the findings can help me to develop my ability to tolerate changes in the organization, apart from enhancing skills such as avoiding with the purpose of handling conflicts. Reference McShane, S., & Glinow, M. V. (2014). Organizational Behavior. U.S: McGraw-Hill Education. Read More