Problem Solution: Global Communications

University of Phoenix

Problem Solution: Global Communications

The focus of this paper is to give solutions to the problem that was created by the management team of Global communication by outsourcing to India and Ireland but leaving key player in their decision-making. This paper will concentrate on the following topic for Global Communication: Key stakeholders, Problem statement, End-state vision, Alternative solution, Risk assessment, Mitigation techniques, Optimal solution, Implementation plan, and Evaluation of results.

Situation Analysis

Issue and Opportunity Identification

The main issue that Global Communication faces is internal communication. Communication is the process by which information is transmitted and understood between two or more people. (McShane & Glinow, p3). Communication is vital if a company wants to survive. Without communication chaos will reign in the workplace and no work will get accomplished.

Communication at the job, in the community, or in your residents is essential for leading a full and satisfying life. The basic foundations of effective communicator are those who have good communication skills and listening skills. With good communication skills, employees can learn more about each other thus building a friendlier environment in the workplace. Good communication can also bring people from different cultures and races together rather then having them stay divided.

The differences in employees' languages, cultures and races affect all working relationships. Communication is key in creating better relationships; so overall communication needs to be better. To make a workplace better, the first step is manager communication, all manager should be trained to a way where they are treating employees with respect, treat employees fairly and show more understanding with employees' diverse cultures that are in the workplace.

Communicating is the process of sharing information and the process of generating and transmitting meanings that are made up of several pieces that make up the communication process. The source known as the encoder sends the message; the product (the message itself) gets sent through senses or channels (how the message is being sent, either auditory, visual, or hands on). The decoder (person receiving the message) is the person whom translates the message and makes a decision so he can give feedback once the message is received and understood. Sometime during the communication process, there is a disturbance known as noise, and one should try to reduce the amount of noise, so the desired result or the message itself does not get distorted.

GC was implementing new strategies to compete with its competitors but GC did not believe in sharing this information with its union or employees. By not sharing the information with the union and the employees, employees received information through grapevine and this can lead to bringing the organizations morale down. Based in the scenario, the management team recognized that the union and some employees heard the news from grapevine. McShane and Glinow explain, grapevine information is sometime so distorted that it escalates rather then reducing employees anxiety. This usually occurs when the original information is transmitted through several people rather than through one or two people. They also said employees develop more negative attitudes toward the origination.

By not having an effective communication plan and deciding new strategic plans for the organization without having the input of the union and its employees, GC is looking at a strike and a lawsuit. Global communication could have made better decisions by brining all parties to the table and communicating with them.

Another issue I found with GC is the leadership decision. The leadership style has a big influence in organizational performance. According to an article by John Dew, there are two types of leadership styles that organizations choose to use. One is autocratic style and the other is democratic style. In autocratic style, leaders make the decisions on their own and do not use input from other employees, while in democratic style, leaders involve the whole team and use their inputs. According to the study, democratic style gives satisfaction to subordinates, while autocratic style gives results of higher performance. Though autocratic style seems to be more beneficial in the beginning for an organization, the higher performance tends to disappear in the absence of a leader.

In the Case of GC, they used autocratic style. I believe they should have used democratic style, which would have involved everyone. Not only would the employees and the union be satisfied but also the image of the organization in the community would have been saved. The way GC was moving could have led them to lose their top employees by either them leaving voluntarily or by other businesses coming after them.

Stakeholder Perspectives/Ethical Dilemmas

The stakeholders in Global Communication are the Senior Management team, their employees and the union. Management has an obligation to the company to make sure that Global Communication becomes a leader in the telecommunication industry. To make this happen they realized they have to cut cost by 40%, to do this they have to outsource to India and Ireland. They will also, downsized call centers in the U.S. By making these decision the company will save, but the downsizing of the current centers in the U.S. would lead to laying employees off.

An employee depends on their organization and wants to be treated fair. Global Communication believes in treating employees fair. With the current situation in Global Communication employees are not being treated fairly. With the decision that is being made employees would be let go right away and others will be relocated with a 10% cut. One of the topic that management brought was they were creating thousand of new jobs, they are right new jobs in India and Ireland not in the U.S. Management needs to be fair to these employees by giving a month notice. Global communication has a history of treating employees well and they have a competitive advantage over other businesses, which are loyal employees.

The last stakeholder that is not being treated fairly was the union. According to the scenario, the union just negotiated with Global Communication on cuts, how are they going to tell employees that they will no longer be working or they have to take another cut. Union is supposed to be the voice for the workers and a partner with management in all decision making regarding