The Hero and Zero Customer's Problem - Management Assignment Help

Assignment Task     

Assignment 
reporting something that led to someone being fired keeping a confidence that led to a sibling failing an important examination arguing with a manager that led to a critical problem being solved keeping silent allowing a junior staff member to shinebreaking a rule so that a customer's problem could be resolved
Hero/Zero Steps
Step 1:

• Recall 2 particular types of events.
• The first event is your Hero event.
• This describes your Hero moments. The hero moment is an important positive outcome in your past, personal, volunteer or professional, that happened as a result of you either performing an action (saying or doing something) that you should not have, or not performing an action that you should have. For the Hero moment write down:
• The positive outcome (the result and why it was important);
• Identify the specific action that you did or did not do (e.g. although I did not have the authority to make the promise to the customer, I did);
• the reason why you made the decision to act or not;
• The second event describes your Zero moment. Again, write down:
• The negative outcome (the result and why it was important);
• Identify the specific action that you did or did not do (e.g. although I did not have the authority to make the promise to the customer, I did);
• the reason why you made the decision to act or not;
• Note that these acts may be acts of omission or commission. Table 1 gives examples. You do NOT need to relate an incident in each quadrant.
• Table 1: Examples of outcomes due to acts of commission or omission.

Step 2:
Determine if there are any links between the Hero and Zero moments. For example,:having achieved a Hero moment, an attempt was made to perform the same actions except this time the result was a Zero moment.
Having experienced a Zero moment, you learned a valuable lesson which you applied next time round, leading to a Hero moment.

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