Supervision Concepts and Skill Building †Free Samples to Students

Question: Discuss about the Supervision Concepts and Skill Building. Answer: Introduction: Before applying any strategy, it is important to look at the issue from different perspectives and to know who was wrong and who was right(Johnson, R, Clark, G, 2008). One of the most important questions to ask is, was the receptionist honest with the customers? If she was not, then the burden is on her. The most effective strategies, in this case, are the following. In any business environment, it is important to make sure that there is an understanding before making any judgment. In this case, the person who is in the middle of the issue is the receptionist. Therefore, as a manager, I must be just, and fear and that calls for me to hear her side of the story. I would ask her if she tried to call the landscaper herself(Helo, P, Gunasekaran, A, Rymaszewska, 2017). The reason for asking the question is because if she knew that the landscaper was not available on the phone, why did she refer the customer to a person who is not reachable? As a manager, it is important to know more about stakeholders. Though the problem here revolves around the receptionist, the landscaper has his fair share of the blame. Reliability of an employee is crucial to an employer(Dabholkar, 2015). An employee who cannot be found when he or she is needed ought not to work for an organization. With this in mind, it is important to make sure that I get to know about the behaviors of the landscaper. Knowing the behaviors of the landscaper would help me to deal with the issue with all fairness. Though it would be important to know about the landscaper from himself, I would make sure that I get information from different people in the Association as well as look for more information about him from his past customers. The best way to make sure that a tree never grows again is but digging out its roots. The same strategy would be very effective in this case.(Cummings, T, Christopher, G, 2014) To make sure that the problem does not emerge again, I would make sure to deal with the person who is at the center of the issue, and that is the landscaper. He ought to give his side of the story if the problem is to be dealt with once and for all. The most appropriate way of doing so is by inviting the landscaper and having a one on one session with him. During the session, there are some questions that I would ask him. One of them is if the allegations of him not picking the phone are true, second is why does he not get back to the customers, and the third and most harsh but must be asked if he is tired of working(Mitra, 2016). The receptionist cannot be followed up if there is no way to prove if she is doing her job well. The only way to do so is by having the contacts of the customer. This is to make sure that the information provided by the receptionist can be verified(Coghlan, D, Teresa, B, 2014). Asking for the landscapers number The number of the landscaper will be used in proving if he is on voicemail as the customer claims. At the same time, I would be taking the number so as to make sure that it is a genuine number which is owned by one of the landscapers from the Association(Certo, 2015). The customer might have been provided with the wrong number mistakenly. The receptionist must be given a chance to give her side of the story. I would ask her if the services she provided to the customer are of good quality. To prove if the information provided by the receptionist is true, I would make a call to the customer. The customer has the right to good services, and for this reason, I must hear her side of the story. The whole case must be followed up in a way that every party that is affecting the work of the receptionist must be consulted. The landscaper must give reasons why his phone is on voicemail and why he does not receive or answer the calls of the customers. If it is true he does that; then the receptionist is suffering because of his negligence and unreliability. Therefore, the landscaper ought to make things clear so as the whole issue can be dealt with. Enquiring if there are more available landscapers The receptionist stated that there were no other landscapers and that the customer had no choice than to keep on waiting on the unreliable landscaper(Zurich, 2017). Therefore, to make sure that the information provided to the customer is true and reliable, I would take the initiative of finding out if it is true that there are no more free landscapers. The truth about the issue will dictate the type of action that should be taken(Woodside, R Tricia, M, 2016). The last and most important step would be taking action. If it is true that the landscaper has been ignoring the customers, I believe he is of no use to the association and that he should reform or be fired(Moore, 2014). If it is a lie that there are no freer landscapers, the receptionist will face a disciplinary action because she failed in providing quality services to the customer. Steps to determine how LNA Masters Landscapers Association could deliver better service to the customers seeking referrals The following flow chart looks at all aspects of how the Association can take its services to a higher level. Bibliography Certo, S., 2015. Supervision: Concepts and Skill-Building. New York: McGraw-Hill Higher Education. Coghlan, D, Teresa, B, 2014. Doing Action Research in your Organization. Boston: SAGE. Cummings, T, Christopher, G, 2014. Organization Development and Change. Boston: Cencage Learning. Dabholkar, P., 2015. How to Improve Perceived Service Quality by Increasing Customer Participation. Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference. Berlin: Springer International. Helo, P, Gunasekaran, A, Rymaszewska, 2017. Managing Service Delivery. In Designing and Managing Industrial Product-Service Systems (pp. 49-56). New York: Springer International Publishing. Johnson, R, Clark, G, 2008. Service Operations Management: Improving Service Delivery. New York: Pearson. Mitra, A., 2016. Fundamentals of Quality Control and Improvement. New York: John Wiley and Sons. Moore, S., 2014. The Mediation Process: Practical Strategies for Resolving Conflict. New York: John Wiley and Sons. Woodside, R Tricia, M, 2016. Generalist Case Management: A Method of Human Delivery. Boston: Cencage Learning. Zurich, L., 2017. Service Operations and Management.