Global Comm.

Running head: GAP ANALYSIS: GLOBAL COMM.

Gap Analysis: Global Comm.

Gap Analysis: Global Comm.

Global Comm is no exemption to this phenomenon and the company's senior leadership team is challenged to face it. The senior leadership team formulated the following: implementing changes to company policies and values, reduction of workforce stateside, submitting proposal to the board to outsource their technical support team offshore for cheaper labor, and proposed pay cuts. These were all identified as strategies to survive the current crisis in the telecommunication industry.

Although these methods weigh more advantage towards the company's survivability, the Union expressed their disagreement upon knowing about it. Furthermore, the Union was not included in the planning stages of this proposal and this resulted to further complications and debates that led the Union to take legal actions.

Situation Analysis

Issue and Opportunity Identification

Global Comm neglected to involve the Union in its preplanning stage because they were aware that the Union will go against the proposal and it will greatly affect the board's decision. From a resource that states "the level of interpersonal trust between people can either be a barrier or enabler of effective communication. Communication is more likely to be distorted when people do not trust each other" (Kinicki & Kreitner, 2003, p. 525), have they known about it beforehand, the Union could have been more prepared and offered assistance like they always did before.

Katrina Heinz's aggressiveness towards her primary objective was so pressing that she neglects to consider any inputs from her team that might affect her proposal. Regardless how Sy Rodriguez tried to open up discussion about how it might affect the company's reputation and current employee's reaction, she was so focused discussing to what the company can benefit from this proposal, setting aside Sy's inputs. Noted by a reference, "listening effectiveness was positively associated with customer satisfaction and negatively associated with employee intentions to quit. Poor communication between employees and management also was cited as a primary cause of employee discontent" (Kinicki & Kreitner, 2003, p. 533), Katrina had the opportunity to hear Sy and discuss issues so that they could have been more prepared to face the Union and employees.

Maria was not informed about the proposal ahead of time and was evidently surprised when she learned about it. This was the reason why she sent an e-mail to Joel Thompson right away and her frustration was evident. As one book stated, "The main cause of flaming is that people can post e-mail messages before their emotions subside, whereas the sender of a traditional memo or letter would have time for sober second thoughts" (McShane & Von Glinow, 2004, p. 327). It was better for her to see Joel in person on to send him a formal letter.

Joel Thompson's manly approach to initiate conversation gave no opportunity to soften up the anticipated-heated discussion between Katrina Heinz, Maria Antez, and him. "Ð'...proponents would say that males communicate more aggressively, interrupt others more than women, and hide their emotionsÐ'..."(Kinicki & Kreitner, 2003, p. 535) clearly describes why Joel was aggressive as his natural instinct kicked in. Katrina approached the conversation with a saddled-tone but Joel directly turned the conversation to the point. As a result, Maria turned and blamed him for not informing her ahead of time and for making her look bad from the board. He could have been less aggressive to allow a better communication flow and exchange of words.

Stakeholder Perspectives/Ethical Dilemmas

Global Comm's (GC) Senior Leadership Team(SLT) is aggressive with their ideas to introduce new services to its clients. This team possesses great influence with the company's operation, evidently, as it is headed by the company's CEO. Their aggressive actions were strongly opposed by the company's Union officers that interpret their aggressiveness as a sign of mishandling their employee's rights and benefits.

The Union represents majority, or all, of the company's employees. GC's loyal employees brought competitive advantage to the company and were treated. The company believes that employees stay or leave their jobs greatly relies on how they are treated. Now SLT will have to handle both the Union and their employees because their new proposal clearly defies both of these values. How are they going to inform their employees that there will be untimely job cuts? And salary cuts for those who remain? There is no definite way to obtain a win-win situation on this matter but GC has to implement these changes to survive. GC's stock value fell 50% depreciation