Being Assertive At Work Place For One's Own Good
Being Assertive at Work Place for one’s own good
Summary: Ramesh is the Hospitality Manager of Taj Hotel in Mumbai. He is a very hard-working and competent manager getting good appraisals constantly. He was experiencing severe back pain one day and wanted a leave. But his boss prevailed upon him as it was the holiday period. He agreed reluctantly. He was miffed and that caused him to mistreat a guest. The situation escalated and Ramesh had to face the repercussions. This case study deals with the miscommunication between Ramesh and his boss.
Introduction: Taj Group is a chain of hotels and resorts. Taj Group operates 108 hotels across India and 17 hotels in the UK, USA, Africa, Maldives, Malaysia, Bhutan, Sri Lanka and the Middle East and employed …show more content…
He had throughout his career been a model employee always keeping the customers’ needs above his and this is what he got for his sincerity and dedication. The way Rohit threw him in front of the bus just because of the guest’s influence struck him as singularly unfair. Even Rohit was disappointed on the way things had panned out. He was coerced into taking a decision that he otherwise wouldn’t have taken. The morale of the employees was also down as they saw one of the hardest and the most successful manager not given a longer rope. They each believed that in a similar situation, the management will not stand behind them to give support. After the suspension period, when Ramesh returned he was frustrated and withdrew from people altogether. The commitment to work for the organization and his team was lost and he started looking for a new job. Within 6 months, Ramesh submitted his resignation to join the Oberoi hotel, Taj’s biggest …show more content…
Ans-2 Ramesh should have been more assertive while requesting for the leave. He should have informed Rohit clearly that he is not in a condition to continue. His health will deteriorate if he keeps working so much without taking the required rest before. Rohit on his end should have been more understanding and at least empathized with Ramesh before politely rejecting his request. Instead, he smirked at the request which ticked off Ramesh resulting in an argument with the guest.
Ramesh should have been more rational while dealing with the guest. He should have understood that the guest is prone to aggressive behavior. He should have tried to assuage the guest and not get into an argument with the guest. But sometimes this technique doesn’t work. If he felt that the guest was getting to his nerve and he was about to lose his composure, he should have delegated the guest to some other manager to avoid the altercation.
Lastly, Rohit should have been assertive and more persuasive while placating the guest when the complaint was filed. Ramesh was one of his best-performing managers and there was a lot Rohit could have done to help Ramesh get out of the fix. He could have tried to delay any immediate action so that everybody involved could calm
Summary: Ramesh is the Hospitality Manager of Taj Hotel in Mumbai. He is a very hard-working and competent manager getting good appraisals constantly. He was experiencing severe back pain one day and wanted a leave. But his boss prevailed upon him as it was the holiday period. He agreed reluctantly. He was miffed and that caused him to mistreat a guest. The situation escalated and Ramesh had to face the repercussions. This case study deals with the miscommunication between Ramesh and his boss.
Introduction: Taj Group is a chain of hotels and resorts. Taj Group operates 108 hotels across India and 17 hotels in the UK, USA, Africa, Maldives, Malaysia, Bhutan, Sri Lanka and the Middle East and employed …show more content…
He had throughout his career been a model employee always keeping the customers’ needs above his and this is what he got for his sincerity and dedication. The way Rohit threw him in front of the bus just because of the guest’s influence struck him as singularly unfair. Even Rohit was disappointed on the way things had panned out. He was coerced into taking a decision that he otherwise wouldn’t have taken. The morale of the employees was also down as they saw one of the hardest and the most successful manager not given a longer rope. They each believed that in a similar situation, the management will not stand behind them to give support. After the suspension period, when Ramesh returned he was frustrated and withdrew from people altogether. The commitment to work for the organization and his team was lost and he started looking for a new job. Within 6 months, Ramesh submitted his resignation to join the Oberoi hotel, Taj’s biggest …show more content…
Ans-2 Ramesh should have been more assertive while requesting for the leave. He should have informed Rohit clearly that he is not in a condition to continue. His health will deteriorate if he keeps working so much without taking the required rest before. Rohit on his end should have been more understanding and at least empathized with Ramesh before politely rejecting his request. Instead, he smirked at the request which ticked off Ramesh resulting in an argument with the guest.
Ramesh should have been more rational while dealing with the guest. He should have understood that the guest is prone to aggressive behavior. He should have tried to assuage the guest and not get into an argument with the guest. But sometimes this technique doesn’t work. If he felt that the guest was getting to his nerve and he was about to lose his composure, he should have delegated the guest to some other manager to avoid the altercation.
Lastly, Rohit should have been assertive and more persuasive while placating the guest when the complaint was filed. Ramesh was one of his best-performing managers and there was a lot Rohit could have done to help Ramesh get out of the fix. He could have tried to delay any immediate action so that everybody involved could calm