Global Communications

Problem Solution: Global Communications

Global Communications is facing the brink of extinction because of low stock prices and falling sales. The reader will notice the steps involved with University of Phoenix problem-based learning. This paper consists of the situation analysis, problem statement, end-state vision, alternative solutions, analysis of alternative solutions, risk assessment and mitigation techniques, optimal solution, implementation plan, and evaluation results of Global Communications situation and problem. The results will include a communications process that will allow Global Communications to develop a strategic relationship with their employees and openness with all stakeholders.

Situation Analysis

Issue and Opportunity Identification

As Global Communications advances toward the brink of a potential lawsuit with the Technology Workers Union, there were several things that led to the issues and opportunities as outlined in Table 1.

First of all, the scenario states that Global Communications cut their health and education benefits by 20%, therefore one can assume that the Technology Workers Union must have been upset and more than likely thought that all GC cared about was increasing profits. This conclusion due to evaluating the information sources displayed in the scenario. The Union's interpersonal trust for Global Communications showed in the scenario because "communication is likely to be distorted when people do not trust each other," (Kinicki and Kreitner, 2004, p. 525). However, because of this issue, an opportunity arose for Global Communications to work on their interpersonal communication with the Union. After all, "effective communication is vital to all organizations because it coordinates employees, fulfills employee needs, supports knowledge management, and improves decision making," (McShane, 2005, p. 324).

According to Kinicki and Kreitner (2004), the semantic barrier of Communication could have been decreased by paying attention to mixed messages when Nancy decided to use 'happening to them' instead of 'doing to them', (p. 526). Although what she said did not sound right to Sy, Nancy could have chosen her words more carefully because that is "...the easiest way to reduce semantic barriers," (p. 526).

Third, because of the dealings between Global Communications and the Technology Workers Union, it is safe to conclude that GC has always been assertive with TWU. Following the European model of a give and take situation, Global Communications assumes that they are the taker and the Union is the giver. This situation opens up an opportunity for the Union to be more assertive in the future especially now since they will not let this plan go quietly.

Fourth, the fact that Global Communications wanted their plan to remain secret ultimately led to the issue of the grapevine. Global Communications could have chosen to "monitor and influence the grapevine rather than attempt to control it," (Kinicki & Kreitner, 2004, p. 542). Katrina wanted the Board to decide on the plan before the team announced the idea to their Union, but the grapevine led to Maria knowing from someone else. This situation allows the opportunity for the Technology Workers Union to be more aware of upcoming dealings with GC.

The fifth issue that is threatening Global Communications is Active Listening. It is safe to assume that GC has not had many workshops and trainings on listening actively, because of the situation with Sy not fully listening to the end of Nancy's statement. Because the company did not prepare for their employees to use this component, the result was a breakdown in communication. This presents an opportunity for future workshops that concentrate on better communication practices.

Finally, Global Communications has obviously allowed email to be a vital part of their business dealings. While email may be very convenient, "face-to-face is the richest form of communication," (Kinicki and Kreitner, 2004, p. 538). The emails ultimately allowed the plan to be released to the Union. Global Communications has the opportunity to provide more face-to-face dealings in the future.

Stakeholder Perspectives/Ethical Dilemmas

The stakeholders as defined in Table 2 are: The Senior Leadership Team, the Technology Workers Union, the countries of India and Ireland, and the Stockholders of Global Communications. When conducting a perspective on Ethical Dilemmas amongst these stakeholders, it is important to truly know what their interests, rights, and values are. Once these are determined, then one can analyze conflicting interests, conflicting rights, and ethical dilemmas.

Beginning with conflicting interests, the leadership team's biggest interest is growth and profit while the union's primary interest is the people they represent. However, conflicts could arise as well with the union and the stockholders as well. Conflicting interest can ultimately balance a company. The fact that Global Communications is doing everything possible to promote profits as well as continuing to provide jobs for their workers is very impressive. Another conflicting interest that could arise is between the countries of India and Ireland and the Technology Workers Union. While the countries are interested in providing growth opportunities to their natives, the union is interested in saving the jobs of the current workers of Global Communications. This presents an ethical dilemma, which will be examined later.

Even though each stakeholder should respect each other's different rights, problems could arise. The union has a right to provide the best working scenario to their employees, while the leadership team has a right to grow and expect profits. This presents a problem for Global Communications because the stockholders have a right to demand growth and profits. They are being pulled in two different directions. To complicate the matter, India and Ireland have the right to offer Global Communications a chance to lower their wages by bringing business to their country.

Finally, Global Communications must think about their customers. Do they try to reconcile the lost profits by continuing to provide excellent service but not much product, or do they acquire new technologies in order to compete with a growing and changing society? The customers have much to gain and much to lose. How will Global Communications customer service change when they are employing people from