Task 4. Investigation & Communication
You are one of the senior managers atD&N Printing- a busy and well-established one-stop-shop for printing requirements which has 30 staff members.
At a recent meeting held by the Managing Director, two issues were raised:
1.
Recently there was an altercation between two members of the customer service staff - Yasmine and Jonathon. Inappropriate language was used by both of them. Furthermore, Jonathon went on to complain to the Human Resources that Yasmine often made it hard for him to complete his work on time. He said that his work was dependent on her tasks. When he first confronted Yasmine, she responded that she has a heavier workload than his and went on to dismiss his concerns by saying that she has to prioritise other more important tasks.
2.
The Managing Director believes there has not been enough face-to-face communication happening in the company between the leader/managers and staff, that this area has lapsed and is having a detrimental effect on team-building, communication and understanding. He suggested that the conflict issue between Yasmine and Jonathon was one of a few examples of this breakdown in the company. He stated that the responsibilities of leaders and managers are covered in the
Leadership and Management Policy Statement
Download Leadership and Management Policy Statement
.
He has directed all managers to carefully revise this document to reinforce their responsibilities.
Knowing well that there are strong links between organisational objectives, values, and the company's policies and procedures, he has set aside some time for you to revisit:
1.
theVision, Mission and Valuesof D&N Printing
2.
the company's Leadership and Management Policy Statement.
3.
the company's
Conflict Management Policy
Download Conflict Management Policy
.
You are then to download and complete this
Investigation and Communication template
Download Investigation and Communication template
with regard to the two issues raised above.
To answer the following about Yasmine and Jonathon, refer to theVision, Mission, Valuesof the business as well as to theConflict Management Policy.