"There's a Ringing in My Ears: What Would You Do?

Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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"There's a Ringing in My Ears: What Would You Do?

00:19 1
IG
II
16.
246
Business and Society
In her role, Dawn was responsible for many programs,
including a new mediation initiative to resolve workplace
conflicts. The program was designed to help employees
develop stronger communication and conflict resolution skills.
In this case, the program was also providing an intermediary
step between informal and formal discipline. Today, she was
meeting with both parties to discuss mediation guidelines, a
timeline, their goal, and their general points of conflict.
John McCullen, 51, a buyer in the facilities department,
and Terry Aranda, the director of facilities procurement,
arrived separately. John had been with the company for 32
years and had started his career with the company right out
of high school. Terry, 31, was hired from another firm to
oversee the procurement area a year ago and had recently
graduated from a prestigious MBA program. Dawn started
the meeting by reviewing the mediation guidelines and
timeline. She reminded John and Terry that their goal was
to develop a workable and agreeable solution to the current
situation. Dawn then asked for each party to explain his or her
position on the conflict.
John began, "Ms. Aranda is a very smart lady. She
seems to know the buying and procurement area, but she
knows less about the company and its history. I am not
sure she has taken the time to learn our ways and values.
Ms. Aranda is impatient with our use of the new software
and computer system. Some of us don't have college
degrees, and we haven't been using computers since we
were young. I started working at this company about the
time she was born, and I am not sure that her management
style is good for our department. Everything was going
pretty well until we started changing our systems."
Terry commented, "John is a valuable member of
the department, as he knows everyone at this company. I
appreciate his knowledge and loyalty. On the other hand,
he has not completed several tasks in a timely manner,
nor has he asked for an extension. I feel that I must check
up on his schedule and proof all of his work. John has
attended several training classes, and I asked that he use
an electronic calendar so that projects are completed on
time. He continues to ignore my advice and deadlines.
We've had several conversations, but John's work has not
substantially improved. We have many goals to achieve in
the department, and I need everyone's best work in order
to make that happen."
Dawn thanked them for their candor and told them
she would meet with them next week to start the mediation
process. As she contemplated what each had said, she
remembered an article that discussed how people born in
different generations often have contrasting perceptions
about work. Dawn started to jot a few notes about the next
steps in resolving their conflict. What would you do?
Transcribed Image Text:00:19 1 IG II 16. 246 Business and Society In her role, Dawn was responsible for many programs, including a new mediation initiative to resolve workplace conflicts. The program was designed to help employees develop stronger communication and conflict resolution skills. In this case, the program was also providing an intermediary step between informal and formal discipline. Today, she was meeting with both parties to discuss mediation guidelines, a timeline, their goal, and their general points of conflict. John McCullen, 51, a buyer in the facilities department, and Terry Aranda, the director of facilities procurement, arrived separately. John had been with the company for 32 years and had started his career with the company right out of high school. Terry, 31, was hired from another firm to oversee the procurement area a year ago and had recently graduated from a prestigious MBA program. Dawn started the meeting by reviewing the mediation guidelines and timeline. She reminded John and Terry that their goal was to develop a workable and agreeable solution to the current situation. Dawn then asked for each party to explain his or her position on the conflict. John began, "Ms. Aranda is a very smart lady. She seems to know the buying and procurement area, but she knows less about the company and its history. I am not sure she has taken the time to learn our ways and values. Ms. Aranda is impatient with our use of the new software and computer system. Some of us don't have college degrees, and we haven't been using computers since we were young. I started working at this company about the time she was born, and I am not sure that her management style is good for our department. Everything was going pretty well until we started changing our systems." Terry commented, "John is a valuable member of the department, as he knows everyone at this company. I appreciate his knowledge and loyalty. On the other hand, he has not completed several tasks in a timely manner, nor has he asked for an extension. I feel that I must check up on his schedule and proof all of his work. John has attended several training classes, and I asked that he use an electronic calendar so that projects are completed on time. He continues to ignore my advice and deadlines. We've had several conversations, but John's work has not substantially improved. We have many goals to achieve in the department, and I need everyone's best work in order to make that happen." Dawn thanked them for their candor and told them she would meet with them next week to start the mediation process. As she contemplated what each had said, she remembered an article that discussed how people born in different generations often have contrasting perceptions about work. Dawn started to jot a few notes about the next steps in resolving their conflict. What would you do?
니G:
00:19
Send a chat
CUIIsumers Ikternational (http://www.
consumersinternational.org). What is the purpose of this
website? Select a current issue and read the information
provided by the consumers' groups organization on that
issue. How useful is this information to you? With what
information do you agree and/or disagree? How could a
business manager use this site to understand and improve
a company's relationship and reputation with consumers?
There's a Ringing in My Ears: What Would You Do?
Justin Thompson was excited. He really enjoyed his
job at the Kingston's department store downtown. This
location housed Kingston's first store and still had many
of its original features. As he rode the subway into the
city center, Justin thought about the money he would earn
this summer and the great car that he hoped to buy before
school started. He was lucky to have secured this type
of job-many of his friends were working early or late
hours at fast-food chains or out in the summer heat. The
management team at Kingston's had initiated a program
with his high school counselors, hoping to attract top high
school seniors into retail management throughout their
college career and beyond. Justin was a strong student
from a single-parent background, and his counselor was
highly complementary of his work ethic and prospects for
professional employment. Justin's first week was consumed
with various training sessions. There were eight students in
the special high school program. They watched a company
video that discussed Kingston's history, ethics policy,
current operations, and customer service philosophy. They
met with staff from HR to fill out paperwork. They
learned how to scan merchandise and operate the computer
software and cash register. They toured the store's three
levels and visited with each department manager. Justin
was especially excited about working in the electronics
department, but he was assigned to men's clothing.
Justin worked alongside several employees during the
first few weeks on the store floor. He watched the experi-
enced employees approach customers, help them, and ring
up the sale. He noticed that some employees took personal
telephone calls, and others did not clean up the dressing
rooms or restock items very quickly. On slower days, he
eventually worked alone in the department. Several times
when he came to work in the afternoon, he had to clean
Transcribed Image Text:니G: 00:19 Send a chat CUIIsumers Ikternational (http://www. consumersinternational.org). What is the purpose of this website? Select a current issue and read the information provided by the consumers' groups organization on that issue. How useful is this information to you? With what information do you agree and/or disagree? How could a business manager use this site to understand and improve a company's relationship and reputation with consumers? There's a Ringing in My Ears: What Would You Do? Justin Thompson was excited. He really enjoyed his job at the Kingston's department store downtown. This location housed Kingston's first store and still had many of its original features. As he rode the subway into the city center, Justin thought about the money he would earn this summer and the great car that he hoped to buy before school started. He was lucky to have secured this type of job-many of his friends were working early or late hours at fast-food chains or out in the summer heat. The management team at Kingston's had initiated a program with his high school counselors, hoping to attract top high school seniors into retail management throughout their college career and beyond. Justin was a strong student from a single-parent background, and his counselor was highly complementary of his work ethic and prospects for professional employment. Justin's first week was consumed with various training sessions. There were eight students in the special high school program. They watched a company video that discussed Kingston's history, ethics policy, current operations, and customer service philosophy. They met with staff from HR to fill out paperwork. They learned how to scan merchandise and operate the computer software and cash register. They toured the store's three levels and visited with each department manager. Justin was especially excited about working in the electronics department, but he was assigned to men's clothing. Justin worked alongside several employees during the first few weeks on the store floor. He watched the experi- enced employees approach customers, help them, and ring up the sale. He noticed that some employees took personal telephone calls, and others did not clean up the dressing rooms or restock items very quickly. On slower days, he eventually worked alone in the department. Several times when he came to work in the afternoon, he had to clean
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