HUM115_v9_wk5_Reflection

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Southern New Hampshire University *

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Apr 3, 2024

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2 Sally’s Story Customer service is widely regarded as a difficult, sometimes undesirable job. Often, when a customer calls for service, they are calling with a problem, looking for a solution. Many callers are agitated before even speaking with a representative. In this week’s essay, Sally must use her critical thinking skills to resolve several difficult or awkward situations. After working a very long day, Sally was feeling agitated and drained. I believe she could be experiencing two barriers. At this point, her agitation from dealing with customers and their negativity shows that she is probably experiencing anger. This anger would cloud her judgement and cause her to not think critically. The second barrier I think she would be experiencing is distraction. As she is getting more tired or drained, she is probably thinking more frequently about what she is going to do at the end of her shift to help her relax. All that time spent thinking of her distractions is time she is not thoroughly involved in her discussions with customers. When Sally was having her discussion about the causes of friction in the workplace, I believe she was experiencing the avoidance barrier. She did not feel she had anything to add to the conversation because she did not agree with her colleagues, so she literally avoided the topic. By not engaging in the discussion, she avoided the potential conflict that may have ensued had she expressed her thoughts and presented her argument. She also decided to no longer associate with her colleagues outside of work any longer which is an act of avoidance and demonstrates the use of the passive communication style. When the customer approached Sally with his problem, she was able to use the emotion empathy to connect with the customer and understand his situation. She then used reason to assess other options for the customer. Ultimately, she was able to use emotion and reason to find a solution favorable to the customer. The problem the customer came in with was a common

3 occurrence. Sally saw a problem with the warranty policy and attempted to have it changed. She was able to present a sound, complete argument. Her argument was valid. Upon hearing her argument, her boss us an ad hominem fallacy, attacking Sally’s occasional tardiness rather than providing a valid counterargument. Further proof that Sally’s argument was valid was the eventual approval by the company’s leadership. She presented a valid argument and the leadership team used critical thinking to weigh the benefits of extending the warranty. Sally struggled in the workplace to overcome her barriers to critical thinking. She let her anger cloud her judgement and chose to avoid resolving the situation with her colleagues. When she was given the opportunity to connect with a customer, however, Sally showed that her empathy and reasoning skills were great tools in her critical thinking arsenal. Her arguments were valid and sound, allowing her to convince the leadership team to change the warranty for the benefit of the customers. I believe we are all a little like Sally. We all have barriers to overcome but if we keep our wits about us and think clearly and critically, we can accomplish great things.

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