Groups - Case Incident on Role Conflict Among Telephone Service Employees

One of group properties is role. Roles are significant in shaping the organization’s thrust and productivity. Role conflict arises when an employee believes that the role demands are incompatible with the position itself. With the case incident on role conflict among telephone service employees, it is very evident that there is a discrepancy between what the customers want from the service employees and what the management is demanding from the service employees.

As telephone service employees, the management requires them to have as many calls as possible per day and to attend each call as short as possible. The conflict arises when as a service employee, they believe that it is their role demand to give optimum quality assistance. Having direct contact with customers, optimum quality assistance requires the service employees to give undivided attention. Employees demand that to have quality service, they should provide much time as possible to be able to give solutions to their concerns and inquiries. They should not consider limiting time in providing quality service. From the management point-of-view, maximizing profit is to attend to more calls as possible which may also mean shorter time allotment per customer. The end result is obviously against the welfare of employees. It obviously gives them too much pressure balancing quality service and management job quotas. Having these results, job satisfaction may not be met.

To resolve the conflict, the management must reconsider making a study on telephone service time allotment and productivity thru sales output. It may start with a monthly evaluation on several aspects like monetary sales, customer feedback, sales transaction flow and including revising the spiels that are used by the telephone service employees. The management must do comparative monthly sales output while at the same time putting emphasis on important aspects and steps of the sales transaction process or flow. During the sales transaction...