To reduce the situational stress his workers felt, Tom decided to hire a customer relations group
Tom believed this new group could deal firsthand with customer inquiries and therefore reduce the burden his employees currently had of responding to customers. Is this a good idea or a bad idea? Why?
A) This is a good idea, it will eliminate stress.
B) This is a bad idea, it increases the number of feedback channels.
C) This is a bad idea, it promotes filtered communication.
D) This is a good idea, it promotes one contact for the customer.
Answer: C
Explanation: A) Incorrect. One of the most enjoyable parts of a job is seeing the consequences of one's labor, including the ability to have direct and meaningful contact with customers. This customer relations group will likely increase workers' stress.
B) Incorrect. It is a bad idea, but for a different reason. Feedback channels refers to providing managerial feedback to employees on their performance expectations. The reason this idea is less desirable is that one of the most enjoyable parts of a job is seeing the consequences of one's labor, including the ability to have direct and meaningful contact with customers. This customer relations group will likely increase workers' stress.
C) Correct. One of the most enjoyable parts of a job is seeing the consequences of one's labor, including the ability to have direct and meaningful contact with customers. This customer relations group provides a buffer between the customer and the workers, and will likely increase workers' stress.
D) Incorrect. One of the most enjoyable parts of a job is seeing the consequences of one's labor, including the ability to have direct and meaningful contact with customers. This customer relations group will likely increase workers' stress.
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