ACCA Applied Knowledge · Business and Technology · Consequences of ineffectiveness at work
A department has high staff turnover, rising customer complaints and frequent disputes between team members. Management attributes this to individual employees' poor attitudes. Which view is most consistent with how ineffectiveness at work should be analysed?
Widespread symptoms like turnover, complaints and disputes may point to systemic causes such as poor leadership, unclear roles or weak communication, so these should be investigated. Simply blaming individuals' attitudes risks leaving the root cause unaddressed, and the symptoms are likely to be linked rather than unrelated.
- AThe cause is certainly individual attitude, so the employees should be replaced
- BThese symptoms may point to systemic causes such as poor leadership, unclear roles or weak communication that should be investigatedCorrect
- CTurnover and complaints are unrelated and should be handled separately
- DDisputes between team members are a normal sign of an effective team
Explanation
Several symptoms appearing across a department suggest a common underlying cause, often organisational such as leadership, role clarity or communication. Blaming individuals without investigation may leave the root cause unresolved. Treating the symptoms as unrelated or normal overlooks the pattern.
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