Adjourning from Groups

"In the "adjourning" stage the project is coming to an end and the team members are moving off into different directions" (Abudi, 2010). This has been found to be very challenging for me when I have worked with family or when working with a team that I have grown to gain a great relationship with. When working with a team, rapport and friendship can easily be developed without any intentions on it happening. I had the best experience when training to work for AT&T. We had a week long training in Boyton Beach, FL. We were in a classroom with these team members for eight hours a day. Went to breakfast together, lunch, and even had dinner and outings. We were all there for the common goal of training for our position, but when the training was over we all had to leave and head to our various stores. This was difficult. Also when leaving from my family trip, it was all planned out and we all accomplished the goal of a successful trip, when concluded we all had to leave and head our separate ways. 

I think that adjourning from my Master's program will be just as difficult. Many of my colleagues have been in all of my classes and we are evolving together. Some have even reached out outside of class and had questions. When the conclusion the this class and this program comes, it will be bittersweet. I know that we will all have a degree and be successful but I will miss the journey that we were on. 

Conflict Resolution

Two strategies that I have used recently during a conflict were listening and empathy. I am constantly bombarded by complications in the work place when dealing with customers and their complaints. Last week, a customer called the office very hostile because a payment was not taken out of her account on her due date and she thought she was on automatic drafts. She was irate, I understand her frustrations due to late fees and extra accruing interest, but she was screaming at me and very disrespectful. I took the time to listen to all of her frustrations before I began to speak and also apologized before doing anything else so she could see that I was compassionate and empathize about her situation. Yes, I came up with strategies of compromise that worked on both behalves. I set her up on auto draft for next month, took a payment over the phone free of charge, and waived accrued interest back to her due date. I now have a satisfied customer and found a resolution to the issue.

In this situation, I feel all three R's were used. Respect, Response, and Resolution. I respected the customer by listening. I responded to her by showing empathy and responding in a positive manner. Then I also found a resolution by taking the payment, getting her auto draft set up, and also waiving any additional interest. She was very satisfied with the results and the office looked good for adequately handling a customer complaint. My colleagues have shared that they get better responses from the customers when they let them vent and just listen instead of interrupting them. The customers are pleased with the patience that is displayed and not being rushed away. This is essential for early childhood because parents want the same positive responses and to be treated in a manner that they are being heard and not rushed.

Communication Similarities and Differences

This week I was really surprised that others viewed me as a good listener!! Personally, I believed that I listen actively, but for others to think the same was surprising and exciting. This is a big communication trait that I have been working on consistently in every aspect of my life. My co-workers always speak to my patience with customers and the great rapport that I build. 85% of my success is due to just listening. I am happy that my efforts are reflecting not only to myself but also to others. This week in communication I have learned that appearance is very essential to how people may read you. Also body language can speak volumes to character. When looking at that photo, we created assumptions about her life, occupation, personality, and even her family based on just one still moment in her life. This can become very inappropriate if our assumptions are wrong. We would hope that we are correct but there is always room for error. I hope that the impression that I give people is energetic, happy, family oriented, and an open communicator!