Every worker works towards a common goal in an organization, still, all of them are divided by certain roles and activities and the way they accomplish that objective. Interpersonal communication-whether formal or informal-is the most common and important key to accomplish productivity and perform social functions in an organization.
The primary objective of a field technician is to understand the process and the health of the communication taking place among co-workers in order to improve its quality. To maintain a healthy interpersonal relationship, it is important to adhere to the points shown in the following figure:
Interpersonal relationship Resolve Conflicts
As discussed earlier, individuals are divided by roles and responsibilities in an organization despite working towards a common goal. Hence the possibility of conflicts is nearly unavoidable. A few tips to reinstate better communication among co-workers in such quandary are as follows:
- clarity of roles and responsibilities
Going to the basics is the best way to resolve a problem. The role of a field technician is to ensure a glitch-free workflow in an organization. The technician and his team will participate in addressing IT issues, whether small or big. Providing a more rounded perspective of job roles and responsibilities offers inculcation of a positive and resolute approach for problems among co-workers. Also, this enables people with less job experience to take up things in a more constructive manner.
- Plan strategically
In most organizations, conflicts between co-workers occur due to tight schedules and deadlines. Employees working on deadlines are required to work on a short turn around times, resulting in frustration and stress. Strategic planning in advance is the best way to avoid such circumstances. Irrespective of the team size, this can be achieved by deploying tools like Calendar to communicate deadlines.
Receive Equipment/ Tools from stores
Getting the job done in a process depends on information communication. Furthermore, the accuracy of the end result entirely depends on effective interpersonal communication. For example, the IT department of an organization wants to replace old computers with the new ones, accurately and smoothly. The entire exchange process depends on how effectively the IT department communicated the requirement for infrastructure upgrades to the person in charge at the store.
Customer Complaints in the Respective Geographical Area
Serving customers at an organization with a wide spectrum of consumer base poses additional challenges. Maintaining service quality in such cases can be a challenging task, owing to cultural and social diversity. However, such barriers can be overcome in a better way by giving the opportunity to a worker hailing from the respective geographical area. Addressing such problems in this way can improve the ability of an organization to implement strategies aimed at improving the quality of the service.
Be it work allocation, manpower distribution or identification of areas of high responsiveness, healthy communication is the key to improve service quality. Informal communication is what is usually seen to be dominant in most workplaces. People asking for help from the person sitting at the adjacent desk to troubleshoot a hardware issue, rather than consulting a field technician, is one of the most common examples of informal communication.
The communication is spontaneous and successful in achieving the goal, paving the way to formal interpersonal communication. Despite having established communication procedures, informal communication occurs in every organization and helps in resolving problems and conflicts in real-time. Hence, the role of a field technician is to understand the potential of this form of communication and further it with the help of modern-day technologies.
The following image shows colleagues assisting each other:
|Activity: Role Play
You are assigned the task to install hardware at a customer’s site. You reach the customer’s site along with your colleague. Your colleague starts arguing and shouting at you in front of the customer. What will you do?
Perform the role play.
Ask one participant to play the role of the technician and the other to play the role of the colleague who is shouting. Ask a third participant to be the customer.
After the role-play, discuss with other participants/viewers about what the players could have done better or if they missed a step/process.
Conclusion:- here we learned about interpersonal relationship, in this post we covered all useful points in our own way to explain you in simple language.If you liked this post please comments us below.