Business psychology problem solving

Problem Solving, Workplace

In the pursuing situation of one of the most powerful airline firms a certain time for events triggered a loss of £15 mil in product sales, delays and re-bookings, rescheduling and compensation payments. As a result of a busy summer time, check in staff at the airline was ensured better autonomy to manage customers with certain rules and the personnel was assured that the business would back again them in just about any decision they made. Nevertheless the events would not occur as planned as a result of minor conflicts that came about. The finance directors brother who missed his air travel wanted payment for the services he had covered, however was refused by airline personnel as per the agreement resulting in a question. When a person’s needs are not met, according to human patterns customers want someone to blame and thus act irrationally. It is more or less a universal style and since the check in staff was your only persons in charge these were blamed.

However in this situatio, since the customer was a relative of the financing director, his reaction to the whole situation was different. Instead of supporting his staff inside the decision that they made, this individual instead wondered their decision of declining compensation towards the family and insecure them with disciplinary action. Because of the finance company directors superior position in the company he abused his power to his family’s best interests. We all have lots of roles to try out in every situation, in his circumstance the financial director of your renowned flight and a brother simultaneously. In the subsequent case, the finance overseer was in a dilemma whether to treat the client as his brother or act in the company’s needs. His emotions however got in the way plus the finance director acted from the verify in staff resulting in a challenge. This whole situation create a situation of ambiguity, mental dissonance and conflict amongst the airline staff. The financing director employed his situation of authority and electrical power in the firm to his discretion. Which has a lot of staff working beneath the finance movie director he definitely has a substantial economic electric power and position which he has used inside the given condition. The company finance director was most probably responsible because in accordance with the agreement this individual clearly mentioned that ‘check in staff was able to usually serve buyers who were overdue, rude, hostile or threatening’ and in the given case the friends and family was later and provides thus overlooked their airline flight. This is an instance of role dissonance since there is a obvious inconsistency among his beliefs (agreement of greater autonomy with employees) and his activities (threatening disciplinary action once again his employees). Role dissonance results conflicting attitudes, philosophy and behaviours.

Furthermore, in the case of employees, a healthy relationship can be noticed as the staff is promoting each other as a team. This reveals collective cohesion and mutuality of interest numerous employees. When the check in staff refused to provide the overdue customer, the shift leader at check in backed her staff all the way within their decision instead of behaving opportunistically. The employees experienced a internal contract infringement when the financial director failed to fulfill his obligations, in this case not assisting their decision to turn aside a customer. The shift leader on the other hand served in the staffs best interests rather than supporting her senior the finance movie director and maintained her trust. A mental contract infringement is likely to include a negative influence on employees and affect job satisfaction, company commitment and lead to workplace deviance.

The flight staff as well as the finance representative were not the sole parties mixed up in dispute. When the check in staff walked out on the finance representative when he started to be aggressive the problem was to end up being resolved by the employee relationships officer. However , since the staff relations movie director was about corporate keep the matter started to be more complicated ultimately causing a reach. Since there was clearly no mediator to resolve the situation the discord worsened which may have led to the affect.