Human Resource Management

Table of content

Week 1 2

Week 2 6

Week3 15

Week4 18

Week5 21

Week6 24

Week 1

1. Watch or attend 2 service conversations in which an advice is given. Analyze them according the theory we had today. Write down your findings.

Conversation 1

A: I'd like to order dinner.

B: What would you like?

A: I'd like to order a bottle of champagne, lobster tail, and filet mignon, medium rare.

B: I'm sorry. We're currently out of filet mignon. May I suggest the porterhouse instead?

A: I'd prefer the filet, but the porterhouse will do.

B: And may I suggest chocolate-covered strawberries with the champagne?

A: Normally, I would take you up on that suggestion, but just the champagne will do for tonight.

B: Okay, no strawberries. Room service will be charged to your amenities account. Is that all right?

A: That's fine.

B: It will be up shortly. Enjoy your food, sir.

Conversation B

Person 1: Why don’t you do a Lunch and Learn?

Person 2: Well, I don’t really have time.

Person 1: We could make some time by freeing up your schedule.

Person 2: But I don’t have a topic

Person 1: We have a list of topics you could pick from.

Person 2: But there are people more qualified than me.

I select dialog A as an example of a direct conversation, and B as an example of an indirect conversation.

According to the 6-steps phases in advisory conversation , we can find that dialog A expertly follows the phrases, first the service person asked about what customer want and then diagnosed it, when he found out the desire of the customers cannot be fulfill because a lack of resources, he suggested a switch by giving some other options. When the options also accepted by the customer, he implemented it directly. This process didn’t include an evaluation part, because we don’t know if the service person called the customer again to confirm the quality of the food.

The second one is a typical indirect conversation. Instead of saying “I’m...