Exam 1

Talento Humano SE-1

Juan Pablo Suarez
Ignacio Fernández
Nikolas Varon

1.Explain how you would solve this conflicting situation as Human Resource

Manager? 
A human resources manager must be able to identify the causes and consequences of the
problem and work for the welfare of his people and customer satisfaction.
The case must be divided into two aspects. First, the problem between the parties that are
involved. This case between Lara and Alberto must be solved, but a prevention policy must
also be implemented so that this does not happen again in the future with different
employees.
We will focus first on the direct conflict between Lara and Alberto. It is important to
emphasize that, although the client is a fundamental aspect for an organization, the team of
employees cannot be left aside and must be treated with equal or even greater importance.
This is the first mistake that Lara made, because in her eagerness to guarantee an excellent
customer service, without noticing she was leaving aside the opinion of her seller. In an
organization like Telefree that year by year are growing, this type of complaints are going
to be very since it is pretty common for a client to continuously demand better conditions.
In these cases, the point of view of both parties must be kept in mind before defining a
solution. In some cases, it is even better to have this kind of talks in private and not in a
committee in front of the other employees, since the questioned person could feel pressured
and not act in the best way as was Alberto's case. Doing this does not mean being
permissive on the contrary it is about being able to understand the matter in order to give
the respective feedback. Another mistake Lara made was to believe that under pressure
people work better. Lara's way of thinking was being counterproductive to achieve the
stated objectives since she was repressing her people and damaging the work environment.
Regarding the discussion that Lara had with her boss about a possible training in
magnament, we disagree with the boss's point of view. On the contrary, managing people is
one of the most complicated challenges that a professional can face. Therefore, Lara should
be trained in the following aspects.
1. Identifying the skills and behavior. As learned in class, each person is a totally
different world, and this implies that knowing how to read and analyze people is very
important. Later we will analyze Álvaro's profile, but due to his behavior we could classify
it within the DICS as a dominant red. If Lara had the ability to analyze Álvaro's profile, she
would probably have approached the problem in a different way since with this type of
people it is better to avoid conflict.
2. Assertive Communication. "Assertive communication is the ability to express positive
and negative ideas and feelings in an open, honest and direct way." It is important for Lara
to be very strong in the way the communicates because she is in charge of a team of 20
people and this number can grow over time. Success in a team lies in communication,
defining the objectives and the way of working must be clear and respectful.
3. Inspiring leadership. One of the most important aspects that Lara must work on. The
team been motivated and aligned is essential to achieve the results. An inspiring leader
must confront situations always with the best attitude. Leaders must be willing to listen to
their team and be grateful with the people they work with. It is also important to convey
confidence and passion for what is being done.
Once the problem has been identified and understood the parties involved behavior, it
would be necessary to understand the background of the problem and identifying who else
may be indirectly involved. Assuming that the problem is only between Lara and Alberto,
the human resources department should listen to each of them in order to analyze the
situation further. The department must behave impartially and not lean in favor of either
party. Once the situation has been identified and analyzed, it is important to define the
objectives, that is, to be clear about what agreement we want to reach. Given Alvaro's
excellent sales results, the ideal result would be for him to remain in the organization, so a
layoff would not be the best option. But it is also clear that the fact that he stays cannot
negatively affect the work environment. The goal would be to reach an agreement in which
both parties put aside their conflicts and acknowledge their mistake, and that they are
willing to continue to work as a team and achieve the goals of the organization. In this case
we consider that the solution may be to guarantee a bit of freedom to Álvaro because if we
consider how dominant his profile this can be a smart move be. This does not imply that he
should not respond to the requirements of his boss. In case of reaching an agreement, it is
important to monitor the situation and analyze if the results were positive or in case the
problem has aggravated, the conflict must be reanalyzed and the respective decisions must
be taken to prevent the problem from spreading through the organization.
It is also important to implement a prevention policy so that this do not repeats in the
organization. The area of human talent must work by training the heads of the different
teams and areas in the company. Normally these training stages are carried out by the same
department or by external agents. Where through different methodologies, people are made
aware of the importance of maintaining a good relationship with employees and how to
deal with problems.
2. Describe Lara and Alberto Disc profile according to the text and justify your
answer
Lara Castro: When we analyze Lara's personality in detail, we can see that she tends to
conscience with a bit of stability. The above is evident because she is described as a person
with very high analytical skills, who works in a methodical and organized way. It is also
important that Lara is a person who pays close attention to details and deals with people
being satisfied with their work. In addition to the above, we can also rescue that Lara is a
person who lets her decisions be influenced by her emotions. The above can be evidenced
because she is bothered by the tone Alberto uses with her. Finally, we can see that Lara is a
person who cares a lot about what others think, which makes it clear that she is a person
unsure of herself. We can see this because she believes she is not fit to lead the team or
thinks she does not know how to deal with Alberto.
Alberto Torrijos: When analyzing Alberto's personality in detail, we can see that his
personality tends to be predominantly dominant, it could be said that 100%. We deduced
the above by the way Alberto behaves in the situations analyzed. Here, it is where we can
the tendency of his personality, since, for example: he uses a tone that offends Lara and, in
many occasions, he is very challenging. From the case we can also rescue that Alberto is a
very competitive person, because he is the best seller in the company. On the other hand,
we can see that he is very sure of himself, because he knows that it is not necessary to sell
as the protocol requires, he uses a very informal way of selling because he is sure that his
way works and does not need him Teach to sell differently, your own opinion is correct.
Last but not least, we can see that he is a person who is not very tolerant of others, who
easily exalts himself and does not tolerate being told how to do things. Seeing all of the
above, we can be sure that he meets 100% of the traits of a dominant person.
3.Analise your own professional profile and explain how you tend to act when in a
conflict
Ignacio Fernandez: According to my personality and way of being, to a problem in work
areas, I tend to be a very direct person in front of their thoughts, however, always being
very respectful and optimistic to get the best result from a difficult situation. I am also a
person who likes to be focused on their different goals and I like that they recognize me the
hard work that I constantly do, because of this, I think that in a conflict I would try to focus
a lot on the common goals that exist with the other person within order to put my work
relationship above my relationship with the subject. Finally, being a person who is
understanding and kind, I think I could try to solve the problems through dialogue and
without the need to generate a greater conflict within the company, I am not someone who
holds a grudge and on the contrary if I am someone who seeks a constant harmony in his
life.
Juan Pablo Suarez: I am a mixture between dominance and influence, these personality
traits, lead me to be a very confident person, very competitive, critical, impatient, outgoing,
direct, and skilled with interpersonal relationships. The mentioned features lead me to act in
a certain way when facing conflicts. Basically, in these I usually think that I am always
right. Although I am able to listen to the opinions of others and understand them, but I
usually think that their ideas are not important. Constantly I try to convince people that I
am right, I feel that if I am not correct it is like losing, and I hate losing. Regardless of the
above, I tend to be a very calm person who does not easily exalt. Although I generally like
to make decisions individually, in many cases I hear opinions and advices, but these are
biased by my own ideas. I have a tendency to solve things quickly, going straight to the
point without digressing so I can move on. I like to solve conflicts very quickly because I
like to be very focused on what I have to do. If I don't do it, my daily tasks become
difficult, since my head thinks of other pending things.

Nikolas Varon: I will analyze my professional profile through the DISC methodology. I
consider that I am sharing characteristics of the red and blue fraction of the disk. I consider
myself a person with a strong orientation towards achievement. As for the red fraction, I
like to have control over the decisions besides proposing and executing my own point of
view if it’s possible. I tend to be a bit demanding, which is sometimes counterproductive
because I always expect what I was thinking otherwise I am not very satisfied. I really like
the challenges and the feeling of adrenaline I feel when I take a risk. Normally it makes it
easy for me to make decisions, this is something that I consider important in times of great
difficulty or urgency. I am a bit individualistic, but I am aware that this is one of my biggest
mistakes, which is why lately I am trying to improve my teamwork since this is how good
results are truly achieved.
As for the blue fraction of the DISC I also feel very identified with some aspects. Usually I
tend to be direct and frank with people, I try to avoid lies as much as possible even if it
costs me problems. I have a very calm personality, so I tend to avoid conflict at all costs. In
general, I always try to fulfill what I intend as long as they are possible goals to achieve. I
also consider that I am good at analyzing a problem for which I need a solution.
Normally when I find myself in a conflict with another person, I usually avoid it at all
costs. I usually try to achieve a negotiated exit without the problem rising. If necessary, I
can adopt a fairly hard and cold posture because I don't usually consider myself very
sentimental. I do not easily give in to the requests of others even if I try to do so. As for a
professional conflict I tend to make my own decisions after having analyzed it thoroughly,
but always trying to listen to others and absorb the good things.