About This Chapter
How Employees Affect Internal Customer Service - Chapter Summary
Your employees can watch the videos in this chapter to gain greater insight into their impact on internal customer service. After reviewing the lessons, employees will better understand:
- Major workplace attitudes
- Interpersonal skills needed on the job
- The importance and strategies for workplace communication
- Various decision-making styles
- Ways to resolve conflict in the workplace
The lessons can be incorporated into corporate training sessions that examine internal customer service and help your employees understand the role they place in its success. You can assess their comprehension of the lessons with short quizzes and a chapter exam.
How It Helps
- Reduces workplace conflict: In the lessons, employees learn the various ways they can effectively manage conflict or avoid it before it begins.
- Improves employee relationships: Employees learn how to improve their job attitudes, interpersonal skills and communication, which can essentially improve their relationships with other employees.
- Boosts worker confidence: This chapter helps your employees discover their decision-making styles and learn how to apply them on the job, which can help boost their confidence as significant members of the organization.
Upon completion of this chapter, employees will be able to:
- Discuss how job satisfaction, commitment and engagement relate to job attitudes
- Identify areas of interpersonal skills, including verbal communication, listening skills and negotiation
- Define workplace communication and discuss its advantages and disadvantages
- List and describe the four decision-making styles
- Describe the different types of conflict resolution strategies, including avoidance and compromise
1. Major Job Attitudes: Satisfaction, Commitment, Engagement & More
Each person has a different level of attitude about their job and that attitude can be rated, if you will, by how involved the individual is in his or her job. In this lesson, we will look at job attitudes as they relate to job satisfaction, commitment, engagement, and more.
2. Interpersonal Skills in the Workplace: Examples and Importance
The ability to communicate within an organization depends heavily upon people's interpersonal skills. These are the tools people use to interact and communicate with individuals in an organizational environment.
3. Workplace Communication: Importance, Strategies & Examples
Workplace communication is very important to companies because it allows companies to be productive and operate effectively. Employees can experience an increase in morale, productivity and commitment if they are able to communicate up and down the communication chain in an organization.
4. Decision Making Styles: Directive, Analytical, Conceptual and Behavioral
Every leader prefers a different way to contemplate a decision. The four styles of decision making are directive, analytical, conceptual and behavioral. Each style is a different method of weighing alternatives and examining solutions.
5. Conflict Resolution: Managing Conflict in Organizations
Conflict can be solved in many ways. This lesson provides an overview of the different types of conflict resolution strategies, including avoidance, accommodation, competition, compromise, and collaboration.
6. Practical Application: Conflict Resolution for Supervisors
Oftentimes, a supervisor is needed to resolve workplace conflicts. We'll examine a few scenarios featuring workplace conflicts and see how supervisors use their leadership and communication skills to resolve them.
Earning College Credit
Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.
To learn more, visit our Earning Credit Page
Transferring credit to the school of your choice
Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.
Other chapters within the Improving Internal Customer Service course