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First blog post

This is the post excerpt.

Greetings, 

I am Sha Tisha Mays. I have so many great things to share! I will be blogging about different subjects that mainly stem from experiences and observations; placing an emphasis on quality. My endeavor is to share tips to help others deliver and receive quality service, interactions, and experiences.  

 Mays 

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Teams & Vision

Teams. Teams are comprised of members with various attitudes, beliefs, values, backgrounds, and skill-sets. It can be difficult to get everyone on the same page, when there are so many differences among the members. That’s why a clear vision is imperative for any team that has hopes of being effective. For starters, vision provides direction and identity; it is the first key to building an effective team.  

Mays

Emotional Intelligence-Managers

It is imperative for leaders to possess emotional intelligence. Emotional intelligence (EI) can help leaders effectively build and lead their team(s). A leader with EI will strategically combine personalities and various levels of skill sets to ensure a successful completion of a project, opposed to a random or traditional selection; the same strategy would be applied in the hiring process. A leader would not pair a fast-paced individual with a slow-paced individual on a time sensitive project, due to the potential emotional conflict. Also, a leader with EI would be able to detect things like: if an employee is overwhelmed with a task, lacks understanding of how to complete a task, is uncomfortable with another teammate, on the verge of becoming burnt out or is having trouble at home. It’s not uncommon for employees to still meet or exceed quotas, while dealing with inward turmoil. However, leaders with emotional intelligence have a heightened awareness and essentially will look beyond the surface (numbers/performance) and key in to specific emotions, allowing them to swiftly and accurately respond to the employee’s subtle cry for help. Additionally, leaders with EI can select the appropriate leadership style that fits them, as well as the situation. For example, if a manger knows they are normally patient or nurturing and respond to individuals and situations with enthusiasm, compassion and openness, then an autocratic style would not be appropriate; it would not be executed well, and it would cause confusion. However, the following leadership styles may work: visionary, empowering, supportive or charismatic. Achieving performances beyond expectations has a lot to do with how a manager leads and how their subordinates respond to that leadership style (Neck, Houghton, & Murray, 2017).

 

Neck, C., Houghton, D., and Murray, E. (2017). Organizational Behavior: A Critical Thinking Approach. Thousand Oaks, CA: SAGE Publications.

Emotional Intelligence in the Workforce

EI 

Emotional intelligence (EI) is being able to appropriately approach and address an individual and/or their situation, with the knowledge and understanding of your own feelings, how it will affect the person, as well as, understanding that individuals’ emotion and how it impacts you.  

EI  in the workplace 

Emotional intelligence in the workplace is important, so that employees can: break down culture barriers; be cognizant of how their behaviors and verbal responses can be perceived by co-workers and customers; and regulate their emotions to the point that it is a boost to productivity rather than a hindrance. Much of the culture barrier in the workplace is attributed to a lack of understanding of how an individual communicates and operates (Neck, Houghton, & Murray, 2017). EI will help employees to behave and respond tactfully, when special dates such as 9/11 or 1/27 (international commemoration day of Holocaust victims) (United Nations, 2011) occur. Promotions or advertisements conducted on sensitive dates, may not be perceived well, as it could appear that the event is not being taken seriously or that a company is trying to make money off a tragedy. An example, of this would be H &M choosing to advertise a young African American in a sweatshirt that said coolest monkey in the jungle, knowing that the term monkey was used to humiliate and belittle a black person’s position in society, then and currently; many people were offended, hurt, and outraged, which equated to the loss of sales, celebrity endorsement and respect (Spellings, 2018).  

Poor decisions like the one above dilutes the quality of customer service. Customer service is not just about how you serve someone but it’s about presentation and reputation too. Emotional intelligence helps workers to put their best foot forward at all times and it is one of the major tools that can be utilized to have a healthy and productive interaction with others, even with difficult individuals.  

Neck, C., Houghton, D., and Murray, E. (2017). Organizational Behavior: A Critical Thinking Approach. Thousand Oaks, CA: SAGE Publications.  

Spellings, J. (2018). Mother of Child Modeling ‘Offensive’ H & M Shirt: Get Over It .Retrieved from https://www.thecut.com/2018/01/mother-of-child-modeling-monkey-h-and-m-shirt-get-over-it.html 

United Nations. (2011). About the Holocaust and the United Nations Outreach Programme. Retrieved from http://www.un.org/en/holocaustremembrance/  

Experience w/ Ethical Decisions

Delivering quality service doesn’t happen overnight. Quality is developed through experiences and practice. Ethical decisions always assist with delivering quality.  

To enhance ethical decision making in today’s workers, the following experiences are important: experiences with misplaced funds, gossip, time management, obnoxious or aggressive customers, bias supervisors or leadership, and thoughtless co-workers. When an employee comes across a wallet or a get-well card enclosed with money and takes some or all the money, they become untrustworthy, yet, encountering the situation can help with practicing the golden rule. Sometimes people lack the skills needed to make an ethical decision and/or they miss the cue that there is an ethical issue with the problem (Dane & Sonenshein, 2015). Gossip tears the team apart and compels people to participate in dragging others down; listening to gossip is just as bad as spreading it. This experience teaches and sharpens self-discipline. Time management helps employees to practice daily reporting (clock-in/out) and using their time appropriately. Yelling back at an obnoxious or aggressive customer, purposely keeping them on hold for an extended period, or refusing to a help customer when you can, due to being upset with them is unethical. This experience can help with thinking before responding or engaging. These are not all the important experiences, but they are: common, can occur in any industry, and can be performed as a controlled experiment. These experiences will help employees to learn to see situations for what they are and avoid them (when possible), thereby, building up moral awareness and judgement. Sound moral awareness, moral judgement and moral dilemma resolution can only be developed from frequent on the job experiences, covering different domains (Dane & Sonenshein, 2015).  

 

Dane, E. & Sonenshein, S. (2015). On the role of experience in ethical decision making at work: An ethical expertise perspective. Organizational Psychology Review, 5(1), 74-96. 

Managers-Ethical Expertise

The ethical climate in a workplace starts with the managers. No one wants to conduct business with a company that is unethical. Good news though, managers can facilitate ethical expertise in their subordinates by doing the following: leading by example, being transparent about a time they were unethical, when, why and the result of it, and removing temptations and/or requirements that can lead to unethical decision making. By leading by example, managers leave a blueprint for their subordinates to follow. Transparency can help employees to identify triggers and events that led up to the unethical decision(s), as well as understand how it impacts others, thus, giving workers an opportunity to self-reflect and a chance to change their course of direction if they find similarities. The level of ethical expertise increases when people strive to learn the lesson or insight from past experiences (Dane & Sonenshein, 2015). Additionally, managers can provide instant, accurate and quality feedback upon an employee’s appropriate/inappropriate decision (Dane & Sonenshein, 2015). Lastly, managers can make an example out of those who choose to be unethical; this makes a statement that unethical actions will not be tolerated, and it shows everyone where the leaders values are; leaders set the tone and ethical climate for the organization.  

Practicing ethicality is not just for managers it’s for everyone, stakeholder and shareholders alike. Check out the following reference to learn more. 

Dane, E. & Sonenshein, S. (2015). On the role of experience in ethical decision making at work: An ethical expertise perspective. Organizational Psychology Review, 5(1), 74-96.  

Restaurant Mistake

In order to become a part of a customer’s shopping habit or first choice list, a company has to provide quality at every level in the shopping experience or in this case dining experience. In other words, factors that may not link directly to the purchase or service, like cleanliness of the parking lot, smell and organization of the store, should be of quality. For a restaurant the indirect links would be: the wait time, friendliness of staff, meal availability and food presentation. Restaurants should not serve anything that looks: sloppy, burnt, dried, spoiled or overcooked. After waiting 20 minutes or more to receive a meal, the last thing a customer wants to view is an unappealing entree; it takes away from the experience. If there is an inconsistency in the presentation of the dish, then quality is nonexistent.

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Customer Service-Sales Promotion

Any time a store runs a sales promotion, all staff members should be aware of it, especially managers. Equally important, managers should know about any price and/or verbiage discrepancies, online and in-store. Companies cannot rely on customers to point out the discrepancies, but if they do that’s a great thing. As a customer when I purchase a product, I expect to get the item at the displayed sales price, unless the promotion has expired or the product has been recalled. Not honoring a promotion because the one in store does not match the one online is inexcusable; it is unethical and poor customer service. Word of advice, review the accuracy of promotions and coupons before displaying them and if there is a mistake take ownership and any penalties that may come with it. 

Sha Tisha Mays 

You Have What it Takes

    Sometimes people don’t know what they’re capable of or they underestimate their self. Then there are times people have to be reminded. I’d like to think that I am reminding you today, that you have what it takes. You have it! You want to further your education or complete a degree you started years ago? You have what it takes. You want to purchase your dream home or go on your dream vacation? You have what it takes. You want to volunteer more? You have what it takes. You want a job promotion? You have what it takes! Whatever the goal, desire, or challenge is, it all starts in the mind.  Before you can begin to plan and strategize about how to overcome or achieve anything, you must first know without a doubt, that YOU HAVE what it takes.  

Mays