Joe Salatino, President of Great Northern American Case Study

In: Business and Management

Submitted By ar416
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1. Discuss why Joe’s employees need to understand the importance of how people form perceptions and make attributions.
Understanding the importance of how people form perceptions and make attributions will help Joe’s employees in building and maintaining trusted, culturally competent relationships with clients. Ensuring employees understand the cultural differences and perceptions of others will reduce the likelihood of employees mistakenly offending customers. What we know, as a simple wave of our hand to say hello or goodbye can be interpreted differently to someone from Japan or India. A simple curl of our index finger indicating come here; can be perceived to someone in Indonesia and Australia as solicitation for prostitution.
Most people are unaware of the verbal and non-verbal cultural differences across cultures. If Joe educates his employees on the factors that contribute to an individual’s perception, employees will have additional skills to build solid relationships. It will also help employees understand how people form perceptions and make attributions about others. Some of the internal factors involved include examples listed above (hand movements). Those particular examples are related to the perceiver. External factors include intensity, motion, size and contrast. An Example of intensity used in Joe’s situation is the blue lights that flashed as indicators of a buy one get one free sale on pens. Employees knew that when the lights flashed blue the sale was on. Once the blue lights went off and a snowball is drawn on the board, the sale was off. Joe can do an assessment of the company allowing employees to share their perceptions of the company which will help them look through the lenses of the customers.
In addressing the importance of how people form perceptions and make attributions with employees, Joe should have a staff meeting convened to…...

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