WCM-620 7-1 Milestone Three Southern New Hampshire University 01:44:29 GMT -05:00 Building Common Ground: Open-Ended Questions In the high-pressure call center managed by Thomas, a focus on sustained productivity has unintentionally stifled the ease of open dialogue among staff members. With ...
In the high-pressure call center managed by Thomas, a focus on sustained productivity
has unintentionally stifled the ease of open dialogue among staff members. With employees
anchored to their desks fielding a relentless flow of calls, opportunities for expansive
conversations are rare. Despite this, a review of recent interactions revealed two instances of
open-ended questions piercing the workplace's usual reticence. The first occurred when Kathy,
leveraging her rapport with Kareem, inquired about the reasons behind his frequent absences
from his station. In response, Kareem confided in her about his commitments as a practicing
Muslim to pray five times daily, a detail he might have hesitated to share in a less trusting
dynamic. The second instance involved Janet, who, after hearing observations from Michael and
noting unusual patterns herself, approached Kareem with a direct question regarding his break
habits. Kareem, perhaps wary of unwanted attention or concerned about perceptions of
preferential treatment, chose silence over disclosure. This hesitation highlights the tension in a
workplace where the personal and the professional intersect, a balance that is yet to be
comfortably attained under the prevailing ethos of high efficiency.
Building Common Ground: Summarized Key Ideas
The Employee Relations (ER) Representative methodically initiated the investigative
process with Kareem, probing into the sequence of events culminating in his dismissal.
Sequential interviews with Janet, Michael, Kathy, and finally Thomas followed, ensuring a
comprehensive narrative was constructed from multiple perspectives within the call center. Each
session concluded with the ER Rep encapsulating the discussion, maintaining a structured
approach to information gathering. It was during these interviews that the Representative
01:44:29 GMT -05:00
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