When Kindred Todd first met with her new client she was overwhelmed with questions regarding CQI and what type of experience the company should expect from an expert like her. I believe the biggest issue at this point is the fact that the company has not provided enough training and onboarding support to throw her to the wolves so fast. The text does not provide us with that type of onboarding support was provided to Todd however we do have to question her ability to identify her own development needs.
Her boss did mention to her that the client was interested in CQI and she should have requested more support from her boss prior to meeting with the client. Her boss may have been able to better assist her prior to meeting with the client. After meeting with the client she does research CQI and is able to formulate and implement an intervention for the client. However, she could have benefitted greatly by doing this research and learning prior to meeting with the client since her boss did mention that CQI was a point of importance to the client.
Part of starting every new job includes different obstacles and learning experiences that every new associate will typically have to go through. She was fresh out of college and did not have any or much experience as a consultant. I would like to reiterate at this point that we do not know what type of training and onboarding support she received when she started with the company but that doesn’t necessarily make her boss a bad manager. When one starts a new job one must expect that the new job will bring along experiences that they are not necessarily familiar with.
The Essay on Maintaining Good Client Relations
Establishing and Maintaining Good Client Relations Total Quality Management, customer satisfaction index, zero defects, client service - all are buzzwords of management in the 1990s. Yet what is all this about anyway? After all, lawyers and law firms successfully made it through the '80s without all the commotion about quality and service. Why all the fuss now? Is this just another fad, some ...
It is typically the responsibility of the associate to recognize these opportunities and development needs and seek out support. She did end up seeking support to formulate a successful plan for the client and there is nothing with what she did. Whether this support should have been initiated by Todd or proactively offered by the company she works for is irrelevant. The main point is that the support was needed and acquired. Hence we find that her decision to resign after completing the assignment to be wrong and irresponsible.
While the OD experience with the client was a bumpy one she was able to gain new knowledge and skills to be able to use with another client and in future experiences. If a person never wants to experience new situations to further their knowledge, employees will never develop and become comfortable with situations outside their own comfort zone. As a consultant Todd would have continued to be presented with situations that she is not necessarily familiar with.
Each new client will bring a new problem or situation that needs improvement that she may not necessarily be knowledgeable about. However it is her job as a resourceful employee to be able to recognize these situations and define for herself what is needed to help this client. As a manager with a banking institution, each day I am presented with situations and problems that I do not have the answer for. I always coach my employees that I may not have the answer but I do know where to find it.
Finding the answer may include asking my peers, boss or a subject matter expert or even research through company or third party tools. Just because I do not have the answer or skill to solve a problem on the spot, does not necessarily justify or give me the right to give up and quit my job. It is the responsibility of the worker to continually improve themselves and skillset to better assist there clients. In conclusion I find that an ethical dilemma existed with Todd and her interaction with the client.
As is mentioned in the text the practitioners competence in executing an intervention is a key aspect of whether a client-customer experience is misrepresented. While this ethical dilemma is not necessarily her fault, she should have recognized this opportunity and learned from it. Unfortunately she was put in a rough situation and we empathize with her however we cannot justify her resignation just based on this experience. My opinion of her is that she could have done more for herself by interpreting the situation as a learning experience instead of just resigning.
The Essay on Personal experience at Real Estate Development and Investment
It was either to be a blessing or cursing. I had just come from the university as a fresh graduate. Job insecurity is a thing that sends chills of tremor down the spine of each graduate. Thank goodness this never happened with me but a new challenge was ahead. The firm which I was operating was quite meticulous in its activities; was I to be their down fall as an omen of failure. No certainly I ...
