9.5 Apply Your Knowledge
You have learned the benefit of addressing conflict calmly and being in touch with your emotional intelligence. Now, it is your turn to practice this skill.
Read – the following case study. Create a script that demonstrates your ability to resolve a workplace issue with a calm approach.
The Company:
Training for Tomorrow, Inc.The People:
Ayanna Zola (She/Her) Human Resources Manager
Marco Giovanni (He/Him) Training Consultant
The Scenario:
Training for Tomorrow has been in business for five years and specializes in new employee orientation programs, focusing on safety and legal compliance. Ayanna Zola is the Human Resources Manager at Training for Tomorrow.
Yesterday, Ayanna received a call from an angry customer. The customer stated that Marco Giovanni, one of the training consultants, didn’t show up yesterday for the scheduled training session at the customer’s facility in Toronto. The customer wants to cancel their contract with Training for Tomorrow and be reimbursed for the costs associated with the lost training day, including food, travel expenses for their offsite workers, and rental fees for the media equipment.
This is the first time you have heard of Marco’s absence yesterday. You ran into Marco in the cafeteria this morning, and he didn’t mention that he missed a training session. How can Ayanna’s day get any worse? She just terminated an employee for ongoing attendance issues, and she needs to hire three new trainers in the next week to keep up with their growing business. Ayanna isn’t feeling well, is exhausted from her workload, and has no patience to deal with this customer complaint.
Employee Observations and Customer Observations:
“We will never work with Training for Tomorrow again. They are completely unreliable.”
“Marco didn’t even show up for our training session yesterday. We had offsite employees travel to attend the new employee training session, and then we had to cancel it. Unbelievable.”
The Conversation:
This conversation is between you and Marco. You are playing the role of Ayanna, the HR Manager at Training for Tomorrow, Inc. You are leading the conversation with Marco. Don’t forget to check your emotional intelligence before going into this conversation, and be sure to remain calm during your discussion regardless what Marco says to you.
Your script should be at least one minute long when you read it out loud.
The Exercise:
