Global Communications

Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS

Problem Solution: Global Communications

Vanessa Lovell

University of Phoenix

Problem Solution: Global Communications

Global Communications is in the midst of what they see as problems. They have had a decrease in profits and are discussing possible opportunities that can arise, such as outsourcing. Global Communications is thinking of taking their customer service overseas due to the increased amount of technology and decreased amount of operational costs to the company. During these discussions and negotiations, issues and opportunities bloomed. The company can take many new directions in which it can improve its way of operating, through these newly found issues and opportunities. Unfortunately, the company has several steps to take before the improvements are implemented and the rewards are reaped.

Situation Analysis

Issue and Opportunity Identification

There are several events that have led to the issues and opportunities that Global Communications now face. Foremost, the managers' lack of ability to anticipate future trouble has left them with problems that they have to deal with now. "The proactive manager anticipates problems before they become pervasive and 'works smarter, not harder.' Proactive people manage their time; they set time aside on both a daily and weekly basis to plan goals and priorities, and they jealously protect this time from interruptions" (Gomez-Mejia & Balkin, 2002). The decline in profits became an issue because the lack of prioritizing and insight needed. Though this is a large issue, it brings many oppurtunities. Global Communications has the oppurtunity to modify areas of their company and implement new practices that will ultimately increase the company profits again.

The communication medium (electronic mail) in which the parties have decided to use is another of the issue that Global Communication faces. One event that has led to the overuse of electronic mail is the introduction of the internet into the workplace. Though the internet is extremely useful within the workplace, it can lead to many problems in the long run including looking at inappropriate websites, goofing off during work hours or overuse of the electronic mailing. Another event that has led to this issue is the everyday work load. Employees, especially American employees, are expected to work at a quick and concise pace that leaves no room for face-to-face contact for important discussions (Hoch & Kunreuther, 2002, p. 105-107). The third event that has led to this issue is the lack of policies and procedures about the overuse of this communication medium. Without the policies and procedures employees are not aware that this is not appropriate for common practice in the workplace. The opportunities that this issue brings are implementation of new practices that will lead to better communication within the workplace.

An additional issue that Global Communications has to resolve is the communication distortion. "Communication distortion occurs when an employee purposely modifies the content of a message, there by reducing the accuracy of communication between manager and employees" (Kinicki & Kreitner, 2003, p. 543). Employees learn this trait by observing their employers use this technique during negotiations, and discussions amongst employees who they do not want to upset. Employees also learn to employ communication distortion when they fear being reprimanded by a superior. They can learn to evade a disagreement that they either do not have time for because of their work tasks or they are "not in the mood" to deal with the disagreement. If it reduces the risk of being written up, lectured to, or involved in an argument, employees are conditioned to use communication distortion to avoid such issues. The opportunity that communication distortion brings is the development of procedures that will produce better conflict resolution between employees.

Global Communications' last issue comes from the prominent use distributive negotiations. "A distributive negotiation usually involves a single issue--a 'fixed-pie'--in which one person gains at the expense of the other. For example, haggling over the price of a rug in a bazaar is a distributive negotiation," (Kinicki & Kreitner, 2003, p. 503). The events that contributed to the use of distributive negotiations are past conflict with a group or person, inability to stand down during a discussion and inflexibility. Any past conflict with a person or group of people can make a person feel as though they need to "win" an argument instead of looking what can benefit both parties. Inability to stand down and inflexibility would be attributed to someone's personality but it directly contributes to "win-lose" thought during negotiations. The opportunities that arise from this issue are an increase in competitiveness combines with trainings that will educate employees on practices that will increase their flexibility and help them learn new negotiation skills that will benefit Global Communications.

Stakeholder Perspectives/Ethical Dilemmas

There are four main stakeholder groups. Those groups are the stockholders, Global Communication managers, Global Communication employees, and the Union. The stockholders' main interest is increased profits for the company. This group values money. Global Communications managers' interests are the integrity of the company, increasing profits and decreasing operational costs. They are the balance between the employees of Global Communications and the stockholders. Their priority is to the stockholders because they have invested their money into that company. Global Communications employees are interested in maintaining a secure job with the possibility of future promotions. They value equality and respect for the individual. The Union is interested in respect and equality for the employees. They value equality, respect and social responsibility.

There is obviously going to be conflict between these groups. First, the stockholders' and Global Communications managers' first priority conflicts with the Union's and employees' interests and values. The decision to outsource work to other countries will result in downsizing within the company. This can lead to many ethical dilemmas and questions that should be answered first. Should