Interpersonal conflict often arises from miscommunication, differences in ideals, notions, reasoning and other factors in many contexts which includes the workplace, social meeting, networking and even during games. However, if not addressed, it might strain the relationship between two parties or more. Occasionally, this issue might be resolved automatically but many a times, it takes initiative on one end to address the problem. It is thus important to put down one’s ego and go towards mending the situation and not let the conflict fester which causes uneasiness in the parties involved.
Having completed the fun yet mundane and torturous National Service and while waiting to be matriculated, I was referred into a Telecommunication company to be a part time telephone customer service officer. Starting into the job, I was put onto training for a week and was on the ball with the protocols enacted by my supervisor. After the training week, I was tasked with the responsibility of handling a line, connecting to the occasional irate customers. However I did my due diligence and handled them well to receive compliments from customers.
Everything went smoothly for three weeks till the point when I courageously flashed out a set of newspaper and began reading them during times of inactivity from the phone. That was when I was summoned to the manager of the team, where he had a greater jurisdiction than my supervisor. Undoubtedly, I was given a warning not to read it again and was tasked to do additional administrative work to keep my hands tied.
However, this didn’t keep me from my rebellious actions. Convinced that I have done my work and that customers were not occupying my time on the phone, I continue to update myself with the world’s happenings. Expectedly, I was chided by my direct supervisor and was told that the manager was having another employee kept an eye on me besides her. Henceforth, I began to comply but there was still discontentment from my superiors. The working environment thus became uncomfortable for a period of time.
On hindsight, I should have handled this conflict at the very moment it was developed, apologising and explaining the rationale behind my actions. In addition, I should seek the manager’s perspective on my actions to discuss and dismiss the brewing unhappiness. However, I did not do so since I was adamant that my doing wasn’t wrong as I have done my job well, so I should be given the free reign to spend my time. Being hot-headed, my mind was clouded and I let the situation take a turn for the worse. It was a regret that I have since learnt.
In retrospect, I understand that it may look bad on the manager if a much higher authority were to question him on my actions. A part timer reading newspaper on his job may deem to be skiving on the job. Additionally, he might be conceived as incompetent in dealing with a part-timer by his superior and subordinates. However, I still maintained my stand that the manager being in the management role, he should have the emotional intelligence to reason my ‘wrong doing’ and not dismiss it as if I was someone incapable of understanding.
To my readers, what is your analysis on my supposed actions and stand on this issue? Thank you for your time! I look forward to hearing the different perspectives.
