Case Analysis Managing Business Ethics Essay - 874 Words

Ethical dilemmas are virtually impossible to avoid if you are a participant in the workforce. The definition of an ethical dilemma stands as a situation that challenges two or more â€Å"right† values that arise in a conflict (Trevià ±o Nelson, 2014). As ethical persons, how may we overcome ethical dilemmas and finish on the â€Å"right† side? The research mentioned in Trevino’s and Nelson’s book, â€Å"Managing Business Ethics: Straight Talk About How to Do It Right,† suggests that preparing for specific ethical challenges before a situation occurs can adequately prepare the workforce to better handle real-world applications when an ethical situation transpires. The notion that ethics is teachable inspires the following case analysis. The case analysis involving chemical safety will discuss the facts and issues, stakeholders, decision alternatives, and real-work constraints. Focusing on each of the previously mentioned topics, I will describe the applications using Utilitarian, Kantian Ethics, and Rawlsian Justice Analysis’s. I. Facts and Issues Recently, a good friend of mine hired me on for the positon of Vice President for Research, Development, and Safety for a mid-sized chemical refinery company. Shortly after, I found out that the old management team had neglected to take care of chemical tanks sitting under our headquarters building. The company drained the tanks holding the chemicals, ranging from oil to highly toxic chemicals, nearly twenty years ago. Unfortunately, a strongShow MoreRelatedOrganizational Ethics934 Words   |  4 PagesManagerial Ethics †¢ Identify typical ethical problems of managers. †¢ Recognize differences in ethical behavior and responsibility between an employee and a manager. Course Assignments 4. Readings †¢ Read Ch. 6 7 of Managing Business Ethics. †¢ Read this week’s Electronic Reserve Readings. 5. Learning Team Instructions †¢ Begin preparing for the Ethics in the Workplace Case Study Action Plan Presentation due in Week Five by reading one of the following case studies from Managing BusinessRead MoreThe Value Of Ethical Conduct And Managing Diversity Essay1482 Words   |  6 PagesGlobal Issue: The Value of Ethical Conduct and Managing Diversity Review of Subject This essay explores what Organizational Behavior (OB) is and the value of ethical conduct, and discusses the methods of managing diversity taking into consideration socializing and organization culture. OB is a study of the people in organization, about how they work, and how they produce results. Organizational ethical conducts are those morally accepted by the employees, the customers, and the public. It couldRead MoreMartin Marietta Case Essay1475 Words   |  6 PagesMartin Marietta: Managing Corporate Ethics (A) In an industry  overwhelmed with fraud and corruption, Martin  Marietta was ready to revamp their reputation to become an ethical company. This concept  catapulted a decade of creating, developing, and tweaking an ethics program. Martin Mariettas goal was to maintain a work place with descent people doing quality work (page 1). But with this idea came a series of difficult  challenges the company needed to overcome. Martin Marietta  arose to the  challengeRead MoreSiemens Ag Bribery1261 Words   |  6 PagesSiemens AG Bribery Scandal This paper will focus on the analysis of the well-known and popular bribery scandal in the world, such as Siemens AG Bribery Scandal which occurred in November, 2006. Siemens AG is one of the largest and most popular electrical engineering companies operated in the world. The present company was founded in 1847 in Berlin and is now headquartered in Munich, Germany. The discussion and the proper analysis of this bribery scandal will help to learn many effective lessonsRead MoreCost Accounting and Decision Making Essay822 Words   |  4 PagesACC2CAD COST ACCOUNTING AND DECISION MAKING SEMESTER 1, 2011 MINI CASE STUDY 1 DISCLOSURE OF CONFIDENTIAL INFORMATION; ETHICS Page 1 Recommendation Page.3 Executive summary Page.4 Introduction Page.5 Analysis Page.6 Recommendations and conclusion Page.7 Appendix 1 – Code of Ethics for Professional Accountants Page.8 References Page.9 Page 2 Recommendation Erin should notify Smart Worx of the postponementRead MoreGlobalization And Its Effect On Employment Relations1694 Words   |  7 PagesBackground Literature Review While, there is variety of definitions, the most simplistic is that ‘business models’ describe how companies conduct their business, create value, and generate revenue (Boselie 2010; Breiby Wanberg 2011). With the rise of neoliberalism and globalization, companies such as Enron, Wal-Mart, Lemon Brothers, etc., tells us horror stories of unethical business conducts that ultimately affects all stakeholders involved, including national economies (Lissack RichardsonRead MoreEthical Issues Within The Whole Merger Process Essay1709 Words   |  7 PagesIntroduction The contents of this document define specific consideration for the legal and ethical issues within the whole merger process, accompanying with suggested implementation plan for managing the prospect legal and ethical anxieties for the merger, the proposed plan clarifies establishing an ethical and healthy work environment with proposed resolution to the mentioned issues. Consideration of the ethical issues during the whole merge process. The HR management interface with complex ethicalRead MoreLearning Team Assignment: Case Study Discussion Executive Summary1420 Words   |  6 PagesLearning Team Assignment: Case Study Discussion Executive Summary MGT/216 University Of Phoenix Learning Team Assignment: Case Study Discussion Executive Summary In 1968 the Ford Motor Company decided to introduce a new subcompact car to compete with foreign imported vehicles in the subcompact category. The Vice-President of Ford at the time Lee Iacocca felt that in order to grab a larger share of the market Ford must remain competitive and a decision on putting money before humanRead MoreFord Pinto Fires Case Study and Executive Summary Essay1208 Words   |  5 PagesFord Pinto Fires Case Study and Executive Summary John Bonner, Scotti Greenleaf, Rose Scarbrough MGT216 University of Phoenix October 18, 2010 Sarah Nelson Ford Pinto Fires Case Study and Executive Summary Introduction During the Late 1960’s the Ford Motor Company was one of the leading auto manufactures in the United States. Ford was credited with revolutionizing the muscle car era of the 1950’s and 1960’s. During the mid 1960’s Lee Iacocca helped Ford establish itself in the late 1960’sRead MoreInternal and External Factors Affecting Performance Management649 Words   |  3 Pagesorganization to be effective and successful in the ever-changing business world, these four functions of management are necessary. However, the performance of these functions in any organization is usually affected by both internal and external factors. While examples of internal factors include diversity, ethics, and innovation, external factors include technological advancements and globalization. An analysis of the internal factors shows that ethics impacts leadership and controlling functions of management

Where Human Rights And Cultural Relativism Meet Essay

Where Human Rights and Cultural Relativism Meet The fight for and discussion of human rights and the applicability of such rights has raged for decades, and more broadly for centuries. Philosophers such as John Locke and Thomas Hobbes have touched on human rights, and political figures such as Eleanor Roosevelt have made the theoretical discussion of such rights a reality through the Universal Declaration of Human Rights. Since the Declaration, which was adopted by the United Nations General Assembly on December 10th, 1948, there has been more and more literature on the topic, as well as if considerations should be made for different cultures. Phyllis Chesler, professor emerita of psychology and women s studies at the College of Staten Island, recently took up this apparent clash between the universality of human rights and considerations of cultural relativism. She addressed this clash by arguing in favor of banning the burka in Western countries. Martha Nussbaum, however, argu ed against a proposed ban on the burka in Spain and other European countries on the grounds that it was discriminatory against the Islamic faith to ban that certain piece of clothing. Nussbaum argued that the practices and customs of cultures should be considered when considering laws that will affect them. Amartya Sen, an Indian economist and philosopher pointed out the glaring disparity between men and women in many countries. He also explained the faults and failures of two prominentShow MoreRelatedCultural Relativism Essay1108 Words   |  5 PagesIs cultural relativism good for our society? Cultural relativism is a belief where there are no absolute moral views or beliefs can be apply to all cultures, which makes â€Å"right† and â€Å"wrong† different in every society; what is considered â€Å"right† in one society may be considered â€Å"wrong† in another. Since no universal standard of morality exists, no one has the right to judge another society’s customs. If this belief is held true, then every culture will have their own set of â€Å"rules† to live byRead MoreThe Universal Declaration Of Human Rights1728 Words   |  7 Pagesminorities and those who don’t fit the traditional mold of a people. Culture can impede progress and leave women, minorities and other sub-sects of a society without the basic human rights that they deserve. Clinging too close to culture can be dangerous. The Foundations of a Universal Declaration The Universal Declaration of Human Rights (UDHR) was drafted shortly after the United Nations was established in 1945. The aim of the Declaration was to ensure that an atrocity such as the mass killings of JewsRead MoreThe Cultural Landscape Of Church And Culture1257 Words   |  6 PagesChurch and Culture The cultural landscape is constantly bringing about new challenges that the church must address in order to reach the world for Christ. Each of these new challenges requires the church to evaluate their approach and adjust to reach the world without compromising their mission and values. The church must decide what is unchanging and what can change in relation to culture, not everything is relative to our environment. Relativism â€Å"Moral relativism of the cultural, as opposed to individualRead MoreEthics Away From Home By Thomas Donaldson1507 Words   |  7 Pagesin foreign countries whose own ethical standards contradict the company’s and those of the company’s home country. He also raises the question of whether or not it is an acceptable practice for a company to invest in a country where the people’s human and political rights are being violated. Early in his essay he poses four questions. First, should a home country or host country prevail when deciding the basis for a company’s ethical standards? Second, how can managers resolve ethical problemsRead MoreMoral Relativism And The Ethical Dilemma1615 Words   |  7 Pagesmy teachers. When I started reading about moral relativism and realised that this might be a way to explain how a â€Å"wrong† choice can sometimes be a â€Å"right† one, or at least to the person acting on it. Moral Relativism â€Å"The view that moral judgements are true or false only relative to some particular standpoint†¦and that no standpoint is uniquely privileged over all others†¦Ã¢â‚¬  (Westacott, date unknown) The foundations of the concept of moral relativism were first expressed in 5th Century Greece; priorRead MoreCultural Relativism And The View That Ethical Systems Or Moral Actions1351 Words   |  6 PagesSection 1 1. Cultural relativism Cultural relativism refers to the view that ethical systems or moral actions that are perceived to vary across cultural diversity are all equal and valid and as such, no one culture is better than the other is. For instance, by taking how words are used in one culture to mean a thing, the same words may be employed in a different culture to mean another thing. Another example is prayer announcements in Saudi Arabia can be heard from far distance which legal. EvenRead MorePossibilities And Challenges Of Interreligious And Secular Dialogue809 Words   |  4 Pagesrelationship with other religions. Some tensions that may exist in duality are: fundamentalism/relativism, proclamation/dialogue, identity/openness, inculturation/syncretism, local autonomy/human rights, and freedom/reciprocity. Fundamentalism/relativism. These tensions could be beneficial or a problem especially when fundamentalism becomes radical. For instance, the situation that is happening in Syria, where there are peopl e who practice three religions: Islam from different sects as Sunni, Shi aRead MoreTitle IX: Crucial in the Fight for Womens Rights1475 Words   |  6 Pages Human rights and fundamental freedoms are the birthright of all human beings. It is the government’s responsibility to protect these rights. The United Nations Human Rights Center helps regulate and provides information on human rights. However despite the UN’s effort somewhere there is a man or woman being denied of what should be their unquestionable rights. For many years certain rights did not exist in America for slightly under half of the American population. This group of people was madeRead More Cultural Relativism as Applied to Female Genital Mutilation Essay2765 Words   |  12 PagesCultural Relativism as Applied to Female Genital Mutilation I remember the blade. How it shone! There was a woman kneeling over me with the knife. I bit her; it was all I could do. Then three women came to hold me down. One of them sat on my chest. I bit her with all my might. These words reflect Banassiri Sylla’s account of her experience undergoing female circumcision, also known as female genital mutilation (FGM), at the young age of eight in the Ivory Coast. This disturbing descriptionRead MoreThe Common Denominator of Security and Feminism600 Words   |  3 Pages refers to the area where theory and practice meet, it is about the struggles of the women`s movement and the theory that flows from their experiences, about women`s security understanding that transform our understanding of men`s security. The link between feminism and security points out that understanding security issues needs an enlargement to include specific security concerns and beliefs of women. This research emphasizes context-based interpretations of gender in human security. In respect

Management Research Methods

Questions: 1) Define the terms with brief examples; ontology, episemology and research 'paradigm'.2)Evaluate the literatre reviewing within the article in terms of its coverage and currency, analysis, criticality, synthesis and the identification of gaps in the existing literatre.3) Explain the 4 main principles of ethical management research and evaluate the empirical research reported in the article against these principles. Answers: 1. Research Paradigm The authors did the study about the contribution of the university accommodation to international student security. The international students that come to Australia or any other country can avail university accommodation or they can arrange their own accommodation outside the campus. The presence of university accommodation provides the social and the physical security to international students. In the past there has been various cases of the violence against the international students in Australia. Therefore, authors wanted to research about the role of university accommodation in the security concern of international students. Authors used secondary research methods to complete their research. An ontological position refers to the researcher relationship with the reality of his study (Goertz Mahoney, 2012). Authors used the logical positivism approach to complete their research. Epistemology is the knowledge about the knowledge. It focuses on the things that people know and the w ay people know the things. In this study, authors have used a constructivist epistemology to complete the research. Authors have approached the research in an effective manner. Authors decided the stance that they want to use in the research. Once the ontological and epistemological framework was decided the next step for authors was to develop the specific research questions (Scotland, 2012). Authors developed the cause and effect relationship between the two variables of university accommodation and security of international students. In the research, authors have established the relationship between these two variables. The security of international students is the dependent variable and the university accommodation is the independent variable. The existing literature was studies and researched to establish the relationship between these two variables. It appears that the authors have used the suitable ontological and epistemological stance to complete the research. The research problem is a real life problem and the people in the society can have different perceptions about the problem. Therefore, it is important to use the subjective approach to complete this research. Authors did the research without indulging themselves into any preconceived notions. 2. Evaluation of literature review Authors used the secondary method of research to complete the research. A lot of researches have been done in this area. The objective of the authors was to use the existing researches to make meaningful conclusions. It can be said that the literature review is an important part of the research work. One of the good points of the literature review of authors is that they collected the data and information from various sources. The literature review was an important part of the research for authors. As a part of literature review, authors have used more than 20 sources to complete the research. In terms of coverage, it can be said that authors have a completed an exhaustive literature review. Authors have a good coverage of the literature review. Authors have also done good analysis from the existing literature. It is important that the researchers should select only the credible and reliable sources to conduct the analysis and to complete the literature review. The good point of the literature review is that the authors have collected the data only from credible and reliable sources. Authors have not used any blogs or websites to complete the literature review. The analysis of the literature review has been qualitative for the authors. As a part of secondary research, authors have used the qualitative methods of research to complete the research. Authors used the critical analysis to complete the literature review. It would be correct to say that the authors were critical in their approach to complete the literature review. There would always be certain gaps in the literature and with this research authors have tried to bridge that research gap. A lot of researches have been done in this area that discusses the problem at a global level. However, there are limited researches that address this issue in the Australian context (Forbes, 2013). Authors conducted the study to bridge this existing gap. Authors did a focused research and the research of the authors were focused to Australia and Australian universities. On a scale of 1 to 10, the literature review of this study can be rated as 8 out of 10. It would be correct to say that the literature review of this research is a major strength of the study. Authors have taken a critical approach to complete the literature review. As a part of literature review, authors picked different resources and analyze the source. With this literature review, authors were able to synthesize the information from the analysis of the existing literature. 3. Ethical management principles There are a number of ethical principles that should be taken into account when performing the research. The need of the ethical principles or the basic guidelines the surrounds the ethical principles are: Beneficence: To do well Non-Malfeasance: To do no harm Anonymity and Confidentiality: To protect the privacy of respondents No deceptive practices: To tell the research objectives and truth to all the stakeholders The research shows that authors have maintained the high ethical standards. Authors have not compromised on ethics to complete the research. As a part of research, authors have focused to fulfill all the above ethical principles. The research highlights that all the above four principles are covered in the research work. Authors used a very systematic and structural approach to complete the work. The entire research work was done to do well and to shed new information in the area of university accommodation and security of international students. Therefore, it can be said that there is a good empirical evidence of beneficence in the research work. Likewise, in the research work, the authors did not have any objective or hidden agenda to harm anyone. The research was done to establish the relationship between two variables and this relationship was established (Mayson, 2010). Moreover, the principles of beneficence and non-malfeasance are more critical when the research includes the p rimary research. However, in this research work, the authors used the secondary research methods to complete the research. The ethical principle of anonymity and confidentiality is more applicable in the primary research. This ethical principle states that the personal data and information of respondents should be held secured and the personal information should not be declared without taking the consent from the respondents. It can be said that this principles is not directly applicable as there were no respondents in this research (Hemmings, 2012). In this research work, the authors ensured that they are not using any deceptive practices to complete the research. Authors completed the research in a fair and unbiased manner. The literature review was the major chunk of the research and it was done with a holistic analysis and critical evaluation of the secondary sources. There is a critical evidence of effectiveness and thought process in the literature review. It would be correct to say that the deceptive practices like biasness or the personal opinions can dilute the research goals and objectives. How ever, it does not happen in this case as the authors ensured that their personal opinions and judgements do not interfere with their research goals, aim, objectives and methodologies. Reference Goertz, G., Mahoney, J. (2012). Concepts and measurement: Ontology and epistemology.Social Science Information,51(2), 205-216. Hemmings, C. (2012). Affective solidarity: Feminist reflexivity and political transformation.Feminist Theory,13(2), 147-161. Nyland, C., Forbes-Mewett, H., Hrtel, C. E. (2013). Governing the international student experience: Lessons from the Australian international education model.Academy of Management Learning Education,12(4), 656-673. Paltridge, T., Mayson, S., Schapper, J. (2010). The contribution of university accommodation to international student security.Journal of Higher Education Policy and Management,32(4), 353-364. Scotland, J. (2012). Exploring the philosophical underpinnings of research: Relating ontology and epistemology to the methodology and methods of the scientific, interpretive, and critical research paradigms.English Language Teaching,5(9), 9..

Communication and Thought

Question: Write a report that contains correct in-text citations from at least eight academic sources along with a reference list which presents the full details of each source in alphabetical order. Answer: Introduction: Interpersonal skill is the tool that people uses to interact and have conversation with individuals in an organization. To commence effective interaction and communication one should be have proficiency in interpersonal skills (Koprowska 2014). Developing interpersonal skill escalates the rate of success both professionally and personally. Customer service is the service that is thoroughly dependent on the interpersonal skills of a person. Customer service of an organization assists different person with product related problems and grants information about the organization. Customer relationship technique encompasses a number of skills. They need to possess knowledge about customers who are old acquaintances and about those who are newly acquainted with the organization. Verbal communication is the bridleway through which interactions take place between the customer and the service man takes place. Importance of Interpersonal skill: Customer service is a discipline that implements techniques to provide customer with satisfactory response. Communication being the essential tool for any service, one has to be proficient and knowledgeable in interpersonal skills. Communicating in correct tone and using correct sets of word while communicating is very important in every discipline. Be it a doctor, psychologist, teacher or customer service provider, they have to have positive attitude and substantial communication techniques (Guy, Newman and Mastracci 2014). This is an ability, which can assist a person to get along with the people working in the organization. Effective listening, negotiation skills, solving problem and decision-making are the important factors that assemble interpersonal skill. Interchanging of information that takes place between people is the key part of Interpersonal skill. Communication skill is the prime element in interpersonal skills. Effective communication comes from listening and answering the questions according to the necessity. Social penetration theory is the practice that defines relational closeness. Interpersonal skill is the field that can convert a superficial conversation into an intimate one. Uncertainty reduction theory is the theory that reflects that personal relationships are distraught with uncertainties. This presumption helps in reducing this uncertainty with knowledge and interpretation. Relation dialectic theory is the relationship that pinpoints the inconsistency and tension in an interaction. Several factors needed in order to understand this theory. There are contradictory factors, which affects this theory like openness closeness, certainty-uncertainty etc. Interpersonal skills have two sections verbal and non-verbal. Verbal interpretation of word is communication and interpretation of non-verbal communication is by body language and writing skills (Goldstein 2013). A research operated by the institute for human- animal connection said propounded the importance of interaction. They have studied the area that concerns the interaction that can take place between human and animal. Interactions are the key process by which understanding can be created. Human beings are rational creatures so interacting is naturally more important to them. Paul Baards article about motivation matter consults about the ways that can acuminate interpersonal skills. He deduces that listening, articulating, enunciating, collaborating and initiating are some key skills that can hone interpersonal skills of an individual. In the journal published by O'Neil 2014 discusses about the importance of negotiation in interpersonal skill. It explores the vitality of interpersonal skill for developing competency and assessment of the workforce. Interpersonal skill in Customer service: I am an IT specialist and I work as a customer service provider. A Customer service provider should have extensive knowledge on the product and service the organization is projecting. Effective communication skill comes from listening, questioning and feedback. Customer service is distributing of service to the customers. Customers who have queries about the product or about the service provided by the enterprise calls the customer service in order to clarify their doubts. Customer service represents the culture of the organization. Their top priority is customers and they also helps in retaining customer for the organization (Culbertson and Chen 2013). Providing training to customer service is necessary in order to enhance their interpersonal skill. Their pursuit is dependent on supplying suitable information to the customers and attaining their satisfaction with their communication skill. A customer service agent needs to build genial yet professional relationship with the customers. He or she should be advertent listener. Listening is the primary yet necessary stage of interpersonal skill. According to the academic article published by Mast and Latu 2016, assertiveness is also necessary. A customer service provider should be confident in his approach so that they can gain customer attention. Tactfully handling of the customers also deals with individual interpersonal skill. Through communication, a customer needs to have the necessary information. Expertise plays the key role in order to handle the client tactfully. The service provider has to be empathetic so that the client feels comfortable while talking about his needs.In the article published by Shen et al. 2014 contemplates that customer satisfaction is the ultimate obligation of an organization which only customer service can acquire by their expert administering of customers. Interpersonal skills can be of two types verbal and non-verbal. Verbal communication is a significant part of communication but non-verbal communication should receive the same priority. Non-verbal communication in not massively use in customer services as the customer could not see to whom they are speaking. Non-verbal communication is genre, which deals with expression and body languages that in case of customer service are unnecessary factors. According to the article published by Clarke 2016, interpersonal skills or the soft skills are necessary for an organization. In the article it has been broadly discussed the problems that an enterprise faces if their customer service operators are not trained in soft skills. Hoque and Picard 2014 in their journal Computer, reveals about the automated technology that can replace human but the article also illuminate the fact that human will always be the best option in case of customer service because a customer will certainly feel more comfortable talking to a human than a robot. Springer International publication gives insights about the growth of the customer care services. Brohman et al. 2015, gives an extensive view about the origin of the service and has discussed the fact as to how interpersonal skills have evolved the role of customer service and made them principle assets of an organization. Benefits of interpersonal skills in customer service: Interpersonal skill has profoundly benefited the customer service by endowing on them the knowledge of perfect communication. Interpersonal skill has largely helped in developing passive strategies that help in understanding a person. Background study about the customer by collecting information and data from the database of the organization also helps in accumulating knowledge about the customer. The skill is all about social exchange theory. Social exchange theory relates to the symbolic interactions that can take place between two or more people. This reflects the theory of interdependence that was proposed by Thibaut and Kelly, two famous theorists. Challenges regarding interpersonal skill in customer service: Customer Service pivotally depends on verbal communication that means customer will not be able to see the person with whom they are having conversation (Isaacowitz, Vicaria and Murry 2016). This kind of conversation often leads to misinterpretation. According to Hill 2015, Confusion takes place when the service provider could not understand what the client needs or what service he may offer in order to reach his clients satisfaction so clarification in communication is necessary. Serious misunderstanding will inflict bad influence on the company reputation. Sometimes language barrier serves as a hindrance on the path of communication. Some service providers may indulge into unprofessional behaviors by engaging into verbal clash with the client. It is a not at all ethical either professionally or personally. It is taken into consideration that the violation of the laws of interpersonal skill. Customer service is the representative of a company. According to a journal published by Calero et al. 2015, customer service professionals communicate in behalf of the organization so their conversation procedure should be strictly professional. Interpersonal skills highly reflect on problem solving and social awareness (Ming 2012). Therefore, it is necessary for a person to be in tune with the customers and the colleagues emotionally. Conclusion: Interpersonal skill is undoubted important in every sphere of life. The fundamental value that interpersonal skill possess on the workplace should be followed because better communication leads to success in the field of personal and professional relationship. Interpersonal skill projects insight of the human psychology and helps to interpret different psychological aspects that a human being possesses. Customer service is the discipline that deals with communication so that they can apply customer related information to achieve goals. Interpersonal skill is the factor that refines the skills of interacting and helps in generating suitable communication between two individuals. Communication builds bond between the customer and the service provider. Questioning an individual and listening to his problem and serving them with appropriate proposition are the first-hand job of the customer service of an organization. Reference: Brohman, K., Parasuraman, A., Watson, R.T. and Piccoli, G., 2015. Internet-Based Customer Service Systems: What are They and When are They Successful? 1. InNew Meanings for Marketing in a New Millennium(pp. 150-153). Springer International Publishing. Clarke, M., 2016. Addressing the soft skills crisis.Strategic HR Review,15(3). Culbertson, H.M. and Chen, N., 2013.International public relations: A comparative analysis. Routledge. Goldstein, A.P., 2013. Social skill training.In response to aggression: Methods of control and prosocial alternatives,98, p.159. Guy, M.E., Newman, M.A. and Mastracci, S.H., 2014.Emotional labor: Putting the service in public service. Routledge. Hill, R.M., 2015. INTERPERSONAL ENGAGEMENT: The Indispensable Warrior Skill.Military Review,95(5), p.49. Hoque, M.E. and Picard, R.W., 2014. Rich nonverbal sensing technology for automated social skills training.Computer,47(4), pp.28-35. Isaacowitz, D.M., Vicaria, I.M. and Murry, M.W., 2016. 10 A lifespan developmental perspective on interpersonal accuracy.The Social Psychology of Perceiving Others Accurately, p.206. Koprowska, J., 2014.Communication and interpersonal skills in social work. Learning Matters. Ming, D., 2012. On analysis and thinking of interpersonal skills guidance of contemporary college students.Journal of Jiamusi Education Institute,8, p.109. O'Neil, H.F., 2014.Workforce readiness: Competencies and assessment. Psychology Press. Shen, J.J., Xu, Y., Staples, S. and Bolstad, A.L., 2014. Using the Interpersonal Skills tool to assess interpersonal skills of internationally educated nurses.Japan Journal of Nursing Science,11(3), pp.171-179. Calero, M.D., Mata, S., Bonete, S., Molinero, C. and Gmez-Prez, M.M., 2015. Relations between learning potential, cognitive and interpersonal skills in Asperger children.Learning and Individual Differences,44, pp.53-60. Mast, M.S. and Latu, I., 2016. 13 Interpersonal accuracy in relation to the workplace, leadership, and hierarchy.The Social Psychology of Perceiving Others Accurately, p.270.