This document discusses key concepts in communication and ethics from a management perspective. It covers oral communication barriers, distinguishing between moral and business conduct, approaches to ethics like utilitarianism, and managing emotions. The key lessons are on effective communication, considering ethical implications of decisions, and maintaining composure when facing challenges.
How to Lead a Project Team with Suspect Time Management SkillsFrancis Wade
<audio> At a recent Project Management Institute Conference in Trinidad and Tobago I gave a speech entitled: How to lead a Project Team with Suspect Time Management Skills.
The speech ran for an hour and included a number of resources that I put together that including a white paper and also the audio to this speech.
The speech dealt with advanced techniques that project managers can use to mitigate the risk presented by team members who have weak skills in time management. How can their skills be assessed quickly, and what kinds of behaviours should a project manager watch for? How can an environment be created in which time management skills are openly improved so that project managers don't simply become victims of poor performance by team members?
You can access both the white paper and the audio via the following link: http://perfect.mytimedesign.com/calling-all-project-managers/
Also, take a moment to join my mailing list for project managers with an interest in this topic - individual time management skills on project teams: http://perfect.mytimedesign.com/bill-as-pm/
Workplace conflict is a given so it is important that people have to be trained with effective conflict resolution techniques. Our conflict management training is key part of leadership programs.
Lesotho - Land & Water management for good IWRMShammy Puri
Lesotho needs to urgently put in place integrated catchment management. If not all soil, all agriculture and all cattle will be seriously affected in less than 10 years. What to do? In this project I have suggested a 'way ahead' to the water Sector Coordinating Committee. The message is in the power point.
How to Lead a Project Team with Suspect Time Management SkillsFrancis Wade
<audio> At a recent Project Management Institute Conference in Trinidad and Tobago I gave a speech entitled: How to lead a Project Team with Suspect Time Management Skills.
The speech ran for an hour and included a number of resources that I put together that including a white paper and also the audio to this speech.
The speech dealt with advanced techniques that project managers can use to mitigate the risk presented by team members who have weak skills in time management. How can their skills be assessed quickly, and what kinds of behaviours should a project manager watch for? How can an environment be created in which time management skills are openly improved so that project managers don't simply become victims of poor performance by team members?
You can access both the white paper and the audio via the following link: http://perfect.mytimedesign.com/calling-all-project-managers/
Also, take a moment to join my mailing list for project managers with an interest in this topic - individual time management skills on project teams: http://perfect.mytimedesign.com/bill-as-pm/
Workplace conflict is a given so it is important that people have to be trained with effective conflict resolution techniques. Our conflict management training is key part of leadership programs.
Lesotho - Land & Water management for good IWRMShammy Puri
Lesotho needs to urgently put in place integrated catchment management. If not all soil, all agriculture and all cattle will be seriously affected in less than 10 years. What to do? In this project I have suggested a 'way ahead' to the water Sector Coordinating Committee. The message is in the power point.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
Christopher Rausch - "Create YOUR Unstoppable Attitude for Personal & Profess...Christopher Rausch
http://www.christopherrausch.com
Christopher Rausch, creator of The KICKASS Guide to life, is a professional and inspirational keynote speaker.
In this presentation, Christopher shares his entire presentation from his two live event held twice a year in Southern California.
Also, as a trainer and consultant, Christopher specializes in helping organizations strengthen leadership and team-building skills by helping understand the different dynamics of human conditioning. Furthermore, he shares through practical demonstration how to become better communicators.
For more information, please visit http://www.christopherrausch.com
This presentation dispels 5 common myths of conflict and helps us recognize and broaden our conflict styles. Intention: To shift the paradigm of conflict, relating to and applying its constructive and transformational capacities.
Where there is change, there is conflict. Where there is conflict, there is often change (or a change that is needed). And, sometimes there is conflict just because there are people. In both our personal and professional lives, we are often in the midst of generating or participating in change. Our ability to navigate change and conflict and lead through this elusive process is paramount to success. In today's environment, conflict can be constructive and essential to innovation. Intrigued?
Darshana Patel is a Transformation Facilitator and Coach specializing in Change Leadership and Conflict with 20 years experience. Darshana is Founder of Unscripted Way, an approach to help people and organizations distinguish and rewire their limiting patterns so they can liberate their true potential and redefine what’s possible for themselves and the communities they impact.
Darshana’s career has an uncommon balance of progressive theory and practical, in-the-trenches experience. She possesses a Master’s degree in Conflict and is certified in Change Leadership through Cornell and GE.
Steering Through Troubled Waters: Helping Colleagues Under Stresseph-hr
Learn how to identify stress factors and employees who are in need of relief from stress. Develop listening skills and awareness of boundaries within the workplace in regards to colleague interaction and assistance.
Format: Interactive seminar/workshop
Time: 60 - 90 min
Target Audience: Researchers, Staff members, graduate students (in any)
Learning objectives:
By the end of this session, participant will:
•Understand what imposter fears are and learn to recognize them;
•Be able to identify cognitive distortions that prevent women from taking actions;
•Identify strategies to overcome self-doubt and build resilience.
Global business expert Erik Vermeulen presented on Social Styles and how they affect responses to your website copy at Iran's Internet Marketing Strategies conference. January 2012. Contact Erik on erik@erikvermeulen.com for further details.
How to recognize and minimize unconscious bias in the workplaceCase IQ
The modern workplace should be an inclusive and welcoming environment for all employees but that isn’t always the case. In fact, systemic inequality is the norm for a vast number of workplaces throughout North America, Europe and beyond. And while the BLM and MeToo movements have received much media attention, the underlying factors that contribute to the inequality they point out aren’t always addressed.
Implicit, or unconscious, bias is the root of many systemic inequities in the workplace. It’s important that we recognize our personal biases, take action to mitigate them and actively serve as an ally to others.
On June 10, join Catherine Mattice-Zundel, president of Civility Partners, a training and consulting firm focused on helping organizations build positive workplace cultures, as she outlines strategies for uncovering and reducing implicit bias in workplace decision-making.
The webinar will cover:
● The origins of bias and four different types of bias
● Risk factors that increase our likelihood to engage in bias
● How to compensate for and attempt to overcome bias through clear and tangible actions
● Strategies to combat microaggressions and other exclusive behaviors using simple, tried and true
intervention methods
The simplified electron and muon model, Oscillating Spacetime: The Foundation...RitikBhardwaj56
Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
Christopher Rausch - "Create YOUR Unstoppable Attitude for Personal & Profess...Christopher Rausch
http://www.christopherrausch.com
Christopher Rausch, creator of The KICKASS Guide to life, is a professional and inspirational keynote speaker.
In this presentation, Christopher shares his entire presentation from his two live event held twice a year in Southern California.
Also, as a trainer and consultant, Christopher specializes in helping organizations strengthen leadership and team-building skills by helping understand the different dynamics of human conditioning. Furthermore, he shares through practical demonstration how to become better communicators.
For more information, please visit http://www.christopherrausch.com
This presentation dispels 5 common myths of conflict and helps us recognize and broaden our conflict styles. Intention: To shift the paradigm of conflict, relating to and applying its constructive and transformational capacities.
Where there is change, there is conflict. Where there is conflict, there is often change (or a change that is needed). And, sometimes there is conflict just because there are people. In both our personal and professional lives, we are often in the midst of generating or participating in change. Our ability to navigate change and conflict and lead through this elusive process is paramount to success. In today's environment, conflict can be constructive and essential to innovation. Intrigued?
Darshana Patel is a Transformation Facilitator and Coach specializing in Change Leadership and Conflict with 20 years experience. Darshana is Founder of Unscripted Way, an approach to help people and organizations distinguish and rewire their limiting patterns so they can liberate their true potential and redefine what’s possible for themselves and the communities they impact.
Darshana’s career has an uncommon balance of progressive theory and practical, in-the-trenches experience. She possesses a Master’s degree in Conflict and is certified in Change Leadership through Cornell and GE.
Steering Through Troubled Waters: Helping Colleagues Under Stresseph-hr
Learn how to identify stress factors and employees who are in need of relief from stress. Develop listening skills and awareness of boundaries within the workplace in regards to colleague interaction and assistance.
Format: Interactive seminar/workshop
Time: 60 - 90 min
Target Audience: Researchers, Staff members, graduate students (in any)
Learning objectives:
By the end of this session, participant will:
•Understand what imposter fears are and learn to recognize them;
•Be able to identify cognitive distortions that prevent women from taking actions;
•Identify strategies to overcome self-doubt and build resilience.
Global business expert Erik Vermeulen presented on Social Styles and how they affect responses to your website copy at Iran's Internet Marketing Strategies conference. January 2012. Contact Erik on erik@erikvermeulen.com for further details.
How to recognize and minimize unconscious bias in the workplaceCase IQ
The modern workplace should be an inclusive and welcoming environment for all employees but that isn’t always the case. In fact, systemic inequality is the norm for a vast number of workplaces throughout North America, Europe and beyond. And while the BLM and MeToo movements have received much media attention, the underlying factors that contribute to the inequality they point out aren’t always addressed.
Implicit, or unconscious, bias is the root of many systemic inequities in the workplace. It’s important that we recognize our personal biases, take action to mitigate them and actively serve as an ally to others.
On June 10, join Catherine Mattice-Zundel, president of Civility Partners, a training and consulting firm focused on helping organizations build positive workplace cultures, as she outlines strategies for uncovering and reducing implicit bias in workplace decision-making.
The webinar will cover:
● The origins of bias and four different types of bias
● Risk factors that increase our likelihood to engage in bias
● How to compensate for and attempt to overcome bias through clear and tangible actions
● Strategies to combat microaggressions and other exclusive behaviors using simple, tried and true
intervention methods
The simplified electron and muon model, Oscillating Spacetime: The Foundation...RitikBhardwaj56
Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
A workshop hosted by the South African Journal of Science aimed at postgraduate students and early career researchers with little or no experience in writing and publishing journal articles.
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
13. • Oral communication
• Can be misinterpreted
• Interpersonal barriers
• Language
• Emotions
14. • What is moral
vs.
What is business
conduct
• Can sometimes
overlap with what
is legal
15. • Utilitarian Approach
• Best interest of the majority
• Magnitude of the
consequences
• What you anticipate the impact of
an outcome will be for a certain
action
Hello everyone my name is Christina Ramnauth. My story is about an interaction with a customer at my part-time job at the Hess Express gas station.
The setting of my disastrous event is at the Hess gas station in front of Disney’s Hollywood Studios. This is the location of my part-time employment. A little background information to know about this place is that it is open 24-hours with non-stop customers coming in and out. Almost all of the customers are tourists that speak little to no English; the rest of the customers are Disney employees.
The task at Hess is simple: you must provide exceptional customer service while doing so very quickly, because customers are always in a rush. Just as I expect, it is a typical busy Saturday morning. A mother walks into the store with her daughter who looked relatively young. The mother is attempting to purchase cigarettes. Following protocol, I am required to ask the daughter for identification because she is participating in the sale and is present during the time of the sale, even though it is her mother who is attempting to purchase the cigarettes. It is evident that they are tourists visiting Florida, because the mother does not understand why I am asking her daughter for ID.
By now I have angered the mother. I explain to the daughter a second time that I need to see her ID, not because I am being difficult but because it was part of my job. The line of customers grows to the back and around the entire store. I get frustrated because we are short-staffed and only one register is open and none of my co-workers are here that can help me. Not only am I frustrated, I am cranky because I did not get a good night’s sleep the night before, and had to wake up at 4:30 a.m. to make it to work today at 6 a.m. I could see that most of the customers in line are annoyed. The daughter does not have her ID on her, and asks if I could wait in the meantime that she goes outside and gets it from her car. While she does, I have to deal with a room full of angry customers who I can’t ring up because my register was already in the middle of a transaction. A man waiting in line begins to yell at me, and says that my judgment was out of line and that I was being ridiculous. This set off my frustration even more; I yell back that he needed to mind his own business because it had nothing to do with him!
The daughter comes back into the store with her passport, and I verify it to make sure she is of age. It turns out she is, and I am able to sell the cigarettes to her mother. They both leave the store annoyed. Apparently I have angered the man also, because he leaves the store without purchasing what he came in for. My attitude and the fact that I snapped at him affected his purchase decision. Eventually the line begins to diminish and the store returns to somewhat of a state of normalcy. I realize that I could have handled the situation differently to avoid having customers leave annoyed and/or angered with a bad impression of myself and my store.
I arrive to the Hess to buy myself a cold drink. I notice that the line is pretty long. It seems strange that there is only one register open. Oh well, I am really thirsty and I could use this drink; it’s been a long day, so I don’t mind waiting in line for just a few minutes…
I can overhear the cashier speaking to the lady in front of me. It seems like she is giving her daughter a hard time about providing ID for the cigarettes she is purchasing. But wait, I can see that her daughter is not purchasing the cigarettes, but rather the mother is. Why would she even ask her daughter for ID? That’s seems silly!
Okay, this is getting aggravating. It is obvious that this lady does not understand what this cashier is trying to tell her. This is where I intervene. I told the cashier in a sharp voice that she is being out of line. I was a little bit agitated for having to wait on a long line, and on top of that having to wait for the customer to go back outside to her car to retrieve her ID. The cashier shouldn’t have to ask for ID in the first place if the daughter is not the one purchasing the cigarettes. It seems absurd! The cashier quickly fires back a response and tells me to mind my own business!
I didn’t think I was being rude. But the attitude of the cashier made me reconsider my cold drink. I put the drink back into the cooler and left the store. I didn’t understand what the big deal was about holding up a line full of customers for a situation like that one.
Because of this experience, I have been given a bad impression about the Hess that I visited. I think that the cashier could have told me that it was her duty to ask all participants in a sale of tobacco or alcohol to provide identification if they do not look of age, even if they are not the one who will actually consume the product. I would have felt more empathy toward her. I also may have not left the store in an angry rush.
The two management concepts that I have chosen are Communication and Ethics. I believe that certain components of these managerial concepts apply to the Hess situation that I recently experienced. Further slides will describe in greater detail these components.
According to Hitt, Black, and Porter, communication is “a process of transferring information, meaning, and understanding from sender to receiver” (pp. 303). An effective manager must master becoming an effective communicator. According to the text, it can often times be a difficult task if the receiver does not have complete understanding of what the sender is trying to communicate. In my scenario, I feel as if I did not effectively communicate my message to the customer because she left the store annoyed, even though she was still able to purchase the cigarettes that she wanted. I also feel that I could have done a better job communicating to the male customer that was behind her in line who also left the store but without purchasing what he came in the store to buy. It could have avoided me losing a sale and a returning customer.
One component of communication was the mode in which I transmitted it, which was orally. Oral communication is a form of verbal communication. According to the text, this form of communication has the disadvantage of being misinterpreted. This can explain why my customer did not have a change of attitude toward the end of the sale. She continued to show how annoyed she was, and I understood at that moment that I did not effectively do my job. Also according to the text, “oral communication between those whose first language differ, as in many management situations today, simply multiplies the chances of intended meaning going awry” (Hitt, Black, and Porter, 3rd ed., pp. 305). This leads me to my second component of communication, which is interpersonal barriers. Interpersonal barriers are one of several barriers that can interfere with the effective communications process. Both language and emotion are two interpersonal barriers that I believe pertain to my situation. It was evident that my customer was not from the United States and that English was not her first language. She probably viewed our customs differently and was confused as to why I was questioning her about her daughter’s identification card. The other factor I mentioned was emotion. During the time of the incident, I had not gotten a good night’s sleep the night before. This had an effect on my attitude the next morning. “As a consequence, comments that normally would be taken as mere statements get interpreted as criticisms” (Hitt, Black, and Porter, 3rd ed., pp. 313).
As defined in the text, managerial ethics are “the study of morality and standards of business conduct” (Hitt, Black, and Porter, 3rd ed., pp. 29). It is my responsibility as an employee of Hess to request identification for anyone who appeared to look under the age of 30, even though legally a person is able to purchase tobacco products at age 18 or older. If I had wanted to, I could have argued that the daughter of the customer did in fact appear to look over age 30, which she did not. By doing this, it could have avoided the confrontation and also the fact that I had a line full of customers who were waiting impatiently to be attended. But if the person was in fact under the age of 18 and I had not requested identification, it would have been an ethical issue and also a legal one, and I could have potentially lost my job.
There are several basic approaches to ethical decision making. One that pertains to my scenario is that of the utilitarian approach. The utilitarian approach “focuses on the consequences of an action” (Hitt, Black, and Porter, 3rd ed., pp. 31). If I had wanted to, I could have sold the cigarettes to the mother, even though there was a possibility that she could have been buying them for her daughter. The only reason I would have done that is because I knew I was working by myself and had a line full of angry customers. I would have pleased the majority of all of the customers in my store that day because they were all waiting impatiently to be attended. The second component of ethics that pertains to my scenario is the magnitude of the consequences, which is defined as the “anticipated level of impact of the outcome of a given action” (Hitt, Black, and Porter, 3rd ed., pp. 33). Had I taken the chance and not requested identification for the daughter of the customer, there could be a possibility that she could have turned out to be a secret shopper. I would have failed the test, get fired from my job, and possibly get prosecuted for selling cigarettes to a minor who participated in a sale of an adult purchasing tobacco.
During the course of this project, I analyzed a situation and learned several things about myself that I feel could change. In the next few slides, I will outline which behaviors led to my unfortunate Hess situation with a customer. I will also describe what I think it would take for me to become a better manager in the near future.
Reflecting back on this project, I have learned a few things about my own personality and characteristics. I realized that the moment I saw the line of customers was beginning to grow to the back of the store, I went into panic mode by releasing my frustration. Releasing my frustration was my way of dealing with the situation. I noticed that at times I can be irrational because my frustration turned into anger when I yelled at someone who was not even directly involved in the situation.
I have learned that I could have dealt with the situation in a better manner. First, there was no need for me to become frustrated. I should have calmed myself and empathized with the customer instead. The customer would have had a better understanding of why I asked her daughter for ID in the first place had I empathized with her. Second, I could have also been apologetic to the customers who were impatiently waiting in line to be attended. I dealt with the situation in a more aggressive manner rather than a more composed manner.
My understanding of the situation deepened because I viewed the situation from the perspective of the customer. Chances are the reason she did not understand where I was coming from was the simple fact that she was not from this country. And instead of me understanding her, I lost my temper by becoming frustrated and annoyed. My negative attitude affected my customers because they in turn had a negative attitude toward me as well. I lacked the communication necessary to make the situation more manageable.
A better manager is one who can communicate effectively to people, which during my situation I lacked. I have learned that my communication skills need to be improved if I want to become a better manager. I also realized that keeping my composure in frustrating situations is also very important. Viewing the situation from a different perspective gave me a better understanding that people don’t always know where you are coming from, so you can’t always assume they do. I believe that working on these characteristics will make me become a better me!