Question

Conflict in Customer Service

Steve Franklin supervised the Customer Service Unit for the Wilson chain of department stores. When two positions in the unit opened up in August. Steve hired two new employees, Tim and Jane. Tim had some previous experience in this type of work, however, Jane who was a recent community college graduate, had no previous experience and had a disability. She would be the only woman in the group, as well as, Steve wanted to create a more diverse workplace. Steve had them sit at adjacent desks for training and support reasons. He spent a lot of time training them during the first two weeks on the job. After two weeks, he instructed them to answer the phone and handle customer questions. Shortly, thereafter, he observed that Tim seemed to be doing more phone work than Jane. He also observed that Tim and Jane seemed to argue a lot. Finally, Steve became concerned when Jane a more shy and reserved person than Tim started to complain that she was not being trained as well as Tim because she was a woman with a disability. Steve felt he was training them equally well was surprised by Jane’s remarks.

Case Questions

1. Is the problem in this case concerning perception and beliefs? Discuss your answer (5 marks)

2. Why would Jane be reacting as she did? Explain your answer. (5 marks)

3. Are there any possible problems here for Steve under the Equal Employment Opportunities law? Discuss your answer.(5 marks)

(Can someone please assist me. Thank You)

Answer 1

1. Yes, the problem in the case is concerning perception and beliefs because Jane was complaining that she was discriminated due to her gender and disability which was untrue. Steve was giving equal treatment to her as Tim and this allegation of hers was her perception according to what she believed. Chances here can be that being a disabled woman she has been going through such situations in the past because of which even if she was not discriminated and just because of her inability to perform at her job as skillfully as Tim, she assumed that it is because she is not being trained properly.

2. Jane would be reacting this way because she was low of confidence in the first place, being a fresher at the job and being selected along with a guy who is more efficient at his job. Also, she was the only female in the group hence she must have felt insecure about her job assuming that females don't stay at this job or the employer doesn't hire them due to discrimination. She must also have been a victim of the complex with the disability she had. With the experience that Tim had, he immediately started to perform better than her which must have brought negativity and demotivation in her regarding her new job. All these factors would have made her react the way she did.

3. There could be a problem for Steve under the Equal Employment Opportunities Act if Jane was able to prove her allegations. She should be having a proof of the fact that she was not being trained as well as Tim. Steve, on the other hand, would have to prove all the points which he considered to not treat her unequally and make her work as a part of the group as others.