Mutual understanding between Client and Suzy is very essential. It is hypothesized that mutual understanding results when the customer and employee are cognitively similar or when their role taking accuracy is high. In this case Suzy should have found her common grounds with the clients she handles and Jonathan on the other hand should build good rapport with his staffs to handle conflicts better in the future or to even avoid such incidents in the first place. Final reason of this situation to occur could be due personal issues faced by Suzy outside work place that has lead to lost focus at work with client that resulted in the fight. For instance, Suzy could be going through personal dilemmas in life which could have affected her attitude towards the clients. Refrences: Userlike (2017) 8 Causes of Miscommunication and Misunderstanding. [accessed 20 May 2019] Psychology Today ( 2018) The Number One Cause of Arguments and Fights - arguments-and-fights [accessed 20 May 2019]
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- Summer '19
- Sales, Sales process engineering, Suzy