Ch. 11 Reading Reflection

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Ch. 10 Reading Reflection

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PAR Stories

Attribute #1: Engaging in Difficult Conversations

Problem: At one point in my life, I was in a living situation that was less than ideal. One of my best friends was making decisions for her life that were affecting all those around her. After many attempts to make the situation better, I decided the only thing left to do was to move out. But before I could do that, I had to talk with my friend about my reasons why I would be leaving (many of those reasons stemming from her actions).

Action: I knew that this would be a difficult conversation to have, and that it would take some time to say everything that needed to be said. On the day I decided to speak with her, I budgeted out a couple hours that I knew only her and I would be home without interruptions. I began the conversation telling her that I needed to talk with her, and that I was going to say what I needed to say and then wanted her to tell me her reaction/response to what I was saying. I felt that it was important for each of to say what we needed to say without being refuted or interrupted by the other.

Resolution: We were both able to speak freely and say the things we wanted to say. In following a Speaker One-Speaker Two sort of format, we were able to feel heard and respected. Although the outcome of going our separate ways in terms of living situations was a sad outcome to face, we were still able to maintain a solid friendship based on trust and respect. 

Attribute #2: Customer Service

Problem: While working at Allyses's Bridal and Formal, we once had an angry bride who had come to pick up her dress. She was upset over the price she was being charged for her wedding gown alteration and was convinced that she was being overcharged. 

Action: I told the bride I would make sure we would figure out why there seemed to be a miscommunication with the discussed alteration costs. I explained to her that since I was not a seamstress, I wouldn't be able to fully clear up the issue, but I would call down one of the seamstresses that could fully talk over that charges with her and clear up any confusion. I was able to call the exact seamstress that worked on the bride's dress and explained the situation and frustration the bride was feeling. The seamstress was able to come down and talked with the bride about every charge listed on the ticket and went through where each charge was on the dress and why it was priced the way it was. 

Resolution: All the confused was cleared up and the bride understood and accepted why her dress alterations were priced the way they were. She apologized for her angry behavior and thanked me for making sure she had all the information she needed. She went through with paying for the rest of her dress kindly and smoothly. 

Attribute #3: Delivering Constructive Criticism 

Problem: While working at Subway as an assistant manager, there were many times that I needed to meet with employees if they were not delivering work that was up to expectation. There was a specific time that this conversation had to happen, and I felt it went as well as it could have, even though the conversation had the potential to be uncomfortable and ill-received. 

Action: I asked to meet with this specific employee during their shift at a time that was calm enough to have a constructive conversation. We met in a booth that was away from the rest of the employees, so that the conversation could remain private and no one would be embarrassed. I made sure that we started our meeting telling this specific employee the things that they were doing well and things that had impressed me. I then asked them to tell me about things that they believed to be doing well and discussed my observations. I then proceeded to tell them about other things that I had observed that I felt were not up to the expectations of the job description that they were expected to fulfill. I told them the things I had seen, how they could be better executed, and then gave this employee time to speak about how they felt on the matter, and what their opinion was on the problem we were discussing. 

Resolution: We openly discussed things that led to the behavior slipping and then worked together to make quantifiable goals that we could record and work towards together. I asked this employee how they felt I could help them achieve the goals we had set. I felt it was best to make sure that the employee did not feel attacked in this conversation, and for them to know about the things that they were doing well. I also wanted to make sure that they had a plan and a goal to better their situation and for them to know that I was there for a resource and would be in on it. I feel that delivering constructive criticism can be difficult because people can feel attacked easily. But when approached with positivity and respect, the situation can be handled effectively.