The Difficult Conversation
The Conversation I Would Have With My Employee and the Customer to Address the Issue in the Difficult Customer Scenario
I would start my conversation with the employee by acknowledging that I understand what he is going through and promising to resolve it. I would then request him to give me some time to talk to the customer and then approach the customer by explaining my position in the company and willingness to assist him. I would then ask him the kind of specifications he is looking for, give him options based on his specifications, and explain all alternatives that meet his preferences.
The Communication Model I Would Use To Structure The Conversation.
I would use an interactive communication model to structure my conversation with the employee and customer. According to Cobley & Schulz (2013), an interactive communication model includes creating a discussion between the sender and receiver to facilitate feedback. The model is appropriate in the current situation because it considers the environmental and emotional factors that could affect communication. The conversation I would have with the customer and employee is outlined below.
Conversation With Employee
Employee: Hello. I need your help. I can’t believe how much time I have spent with this one customer over the past half hour! First, he wanted to see all the different ceramic tile styles in stock. I worked with him for about fifteen minutes, but he couldn’t decide which style he wanted. So, he went to the back of the store and sat down to study the tile selection some more. After ten minutes, he returned to me, and I had to explain everything to him again. We were starting the midday rush, and other customers were coming in and getting impatient, waiting for him to decide. Finally, he decided on a Moroccan tile for his bathroom. I helped him get the tile he needed, then started helping the other customers who had been waiting. Now he’s back, saying he’s changed his mind and demanding I explain all the choices again so he can choose another style.
Me: Calm down. I understand your frustrations and will work on resolving the matter now. Please continue attending to other customers as I talk to the customer.
Conversation With Customer
Me: Hello. My name is John. I am the manager here. I understand there is an issue with your order. How may I help you?
Customer: As I explained to your employee, I would like information on the available ceramic styles. I had selected the Moroccan tile, but I do not think it is the right choice, so I need someone to explain the choices again so I can choose the right one.
Me: I can help you with that. Please follow me.
Conclusion
The conversation would resolve the issue by relieving the employee of the pressure from the stubborn customer and allowing him to attend to other customers. The conversation would also calm the customer by assuring him he would get assistance.
References
Cobley, P., & Schulz, P. J. (2013). Theories and models of communication. Walter de Gruyter.
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Question 
In general, companies are committed to building strong and mutually beneficial relationships. They understand that strong relationships are critical components of successful businesses. Strong relationships are built on trust, honesty, and integrity. These elements are demonstrated by communicating effectively, listening and responding to the needs of customers, employees, and other stakeholders, and treating them as partners.
The Difficult Conversation
As a professional, you engage in multifaceted conversations every day. This assignment lets you practice your communication skills, including active listening, to improve and build relationships. Additionally, sharing your point of view and having rich discussions with your classmates will offer you a variety of perspectives and approaches on how to structure powerful and effective conversations.
Instructions
Read the following scenario and consider what kind of conversation you will have with your employee:
You are the manager on duty when one of your employees approaches you and asks for help. He looks highly frustrated. He is tapping his toe as he talks to you and says, ”I can’t believe how much time I have spent with this one customer over the past half hour! First, he wanted to see all the different ceramic tile styles in stock. I worked with him for about fifteen minutes, but he couldn’t decide which style he wanted. So, he went to the back of the store and sat down to study the tile selection some more. After ten minutes, he returned to me, and I had to explain everything to him again. We were starting the midday rush, and other customers were coming in and getting impatient, waiting for him to decide. Finally, he decided on a Moroccan tile for his bathroom. I helped him get the tile he needed, then started helping the other customers who had been waiting. Now he’s back, saying he’s changed his mind and demanding I explain all the choices again so he can choose another style!”
As the manager, you need to help your employee resolve this problem. Your employee is upset, and the customer is visibly angry and unhappy. The customer changed his mind, and he wants you to fix it. It would be best if you got to the root of the problem to find a suitable solution for the customer and the employee.
In Microsoft Word, develop a 275-word (double-spaced) paper using course content and outside research related to difficult conversations:
- Outline your conversation with your employee and the customer to address the issue in The Difficult Customer scenario.
- Identify the communication model to structure your conversation, including what you would say and how the employee and the customer would respond. Your discussion should present the best possible solution to this issue.
- Include a conclusion summarizing how your conversation would resolve the customer and employee issue positively.