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Global Communications Problem Solution Paper

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Problem Solution: Global Communications

Katrina White

University of Phoenix

Problem Solution: Global Communications

The telecommunications industry is constantly changing. Global Communications is one of those companies that are trying to survive in a competitive environment. This analysis will explore the issues and opportunities facing Global Communications, stakeholders involved, problem, end-state goals, alternative solutions, risk assessment, optimal solution, and the implementation plan. After evaluating everything, this will help Global Communications reach their vision, which is to become a leader in the telecommunications industry. First step is for Global Communications to realize the issues facing the organization and opportunities available to them.

Situation Analysis

Issue and Opportunity Identification

Global Communications has several issues facing them as they try to reach their end state vision. According to the Global Communications scenario, the issues facing them include decrease in stock prices and profits, increased competition, and consumer demand for new products. As stated in the Global Communications scenario, their stock prices dropped from $28 per share to $11 per share in a three-year period with profits declining at an alarming rate as well. Competition is abounding between local, long distance and international markets. They are all competing for the same business. The Global Communications scenario stated that implementing new features helped but now the cable companies are stepping in offering the same features. Cable companies are offering complete solutions for all telecommunication needs. Customers are demanding new features in an ever-changing environment.

According to the Global Communications scenario, they have developed a two-pronged aggressive approach to help resolve their issues. They plan to introduce new services to businesses and consumers customers across the country. Global Communications scenario acknowledged one of the new services is to offer video services and a satellite version of broadband by forming an alliance with a satellite provider. They have also collaborated with a wireless provider to help small business customers be able to access internet using a wireless phone or PC card. Global Communications has also identified cost-cutting measures to help increase profitability. According to the Global Communications scenario, they are planning to outsource call centers to India and Ireland. This means cutting salaries and laying off employees. The board agreed; however, the union did not. In their opinion, there are other options the company can utilize to help them grow financially and internationally.

Global Communications created conflict with the union by deciding to go along with the plan and not negotiate. They also wanted to put a positive spin on it, which is utilizing a communication concept known as ambiguity, when they did tell the employees. “Ambiguity is used to avoid conveying or creating undesirable emotions, (Glinow & McShane, 2005, p. 53). They did not formally introduce their plan to the union or the employees. “Effective communication is vital to all organizations because it coordinates employees, fulfills employee needs, supports knowledge management, and improves decision making, (Glinow & McShane, 2005, p. 6-7). The union learned about the plan through the grapevine and confronted Global about the plan. “The grapevine can be a source of inaccurate rumors, it functions positively as an early warning signal for organizational changes, a medium for creating organizational culture, a mechanism for fostering group cohesiveness, and a way of formally bouncing ideas off others,” (Kinicki & Kreitner, 2004, p. 74). Global Communications still has positive opportunities to look at before proceeding with their plan.

The Global Communications scenario affirmed their philosophy is that people are their edge. Unfortunately, by implementing this plan it will ruin their public reputation. Since they have not implemented the plan yet, they still have the opportunity to negotiate with the union and employees before legal action is taken. They need to remember their philosophy and realize what implications the changes will cause for all stakeholders. Global Communications still has the opportunity to apologize for their inconsideration and discuss their plans with the union and employees to help come to a rational negotiation. It is not too late for them to reconsider their plans and resolve the conflict.

Stakeholder Perspectives/Ethical Dilemmas

There are several stakeholders involved in the Global Communications scenario. Each stakeholder has his or her own interests, rights, and values. The management team’s primary interest is to beat the competition and provide their customers with the best products and services. Their right is to take whatever actions necessary to help make this happen. Their values are to help keep employee morale by protecting them and providing security in their jobs. They also value honesty, fairness, reliability, loyalty, and responsibility. Unfortunately, Global Communications is ignoring their values by trying to implement the plan of outsourcing and cutting costs.

The employees’ primary interest is to ensure employment to help provide for themselves and their families. They prefer to know their job and salary is secure. Their right is to protect their job at all costs and to have management and the union on their side at all times. Their values are fairness, loyalty, security, accountability, and dedication. They have a responsibility to their customers to ensure they are satisfied every time contact is made. Unfortunately, this is not possible if they are unhappy with the working conditions. Managements plan overlooks the employees’ interest, values, and rights.

Customers’ primary interest is to ensure they are fully satisfied and receive the best possible price for their services. They have a right to receive the best service possible from Global Communications. They also have a right to switch companies anytime their interest is not being met. Their values are honesty, fairness, and reliability. The values of the customer are not being met with managements plan. Since the employees will be unhappy, this will also affect customer service.



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