Problem Solution Global Communications

Problem Solution: Global Communications

Telecommunications industries is growing and Global communications is under pressure to compete with other companies. The overview of this scenario is to find a solution to Global communications in how to compete and not have legal consequences with the union. The Wall Street shows confidence but stockholders are speculating about a rebound in the industry. The competition not only is forcing Global communications to change strategies but packages of services need improvements in order to compete with larger telecommunications corporations. Solutions will be present in this paper such implementation of a training in effective communication that will help the Sr. management of the company to be better communicators and open the doors of the negotiations with the union for the well being of the employees.

Situation Analysis

Issue and Opportunity Identification

Profitability is an issue that Global Communication faces due to the growth of Telecommunications Industries. Competition is driving Sr. Management under pressure to make drastic changes. If no changes in Global Communications are made soon, company can suffer from gaining credibility among the loyal clientele. Serving the customers with better packages that is reliable and up to the new technology is a must. Therefore, Sr. Managers had developed new relationships with satellite providers to offer this type of service and increase value on long distance market. In the process of making the changes some Sr. Management forgot to communicate properly with all members and this error created confusion and anger among some members, including the President of the union. The shareholders not only support the changes but they want to see good returns at the end of year.

Some opportunities are in the horizon to make Global Communication more competitive in the market. First, Global Communications Sr. Management must have open and clear effective communication with all key members. To achieve effective communication all of the members should support each other proposals before making or announcing the changes. "Effective communication is vital to all organizations because it coordinates employee needs, supports knowledge management, and improve decision making". (McShane & Von Glinow, 2004, p. 324).

To have effective communication members need to master communication skills to create better ideas, support and share knowledge and revise different perspectives. Global Communication has the capacity to train key personnel and spend time in doing this, by preparing the key members; the communication among the Sr. Management should not be an issue. This can be done by promoting effective communication and providing the right tools.

Second, if Global communication wants to reduce cost by off shoring the call centers, this can be done by providing the right information to the union members. In this case the right members involved were not inform properly and are taking legal actions, this can creates delays in pursuing the massive lay offs and off shoring the call centers. However, Global communications have an opportunity to resolve this issue by taking the time to present the different options to the union and explain how both the employees and the company can gain from pursuing the outsourcing of the call centers. Many employees are going to get promoted and perhaps relocated to India or Ireland. (Global Communications, 2007).

Third, creating better packages for the small business and consumer to compete is a done deal. However, all the key members should communicate properly the right steps, what exactly is going to be involved in the package and if this is something the customer will be expecting to see or use. The opportunity to send surveys to the existing clients is there, gathering information to collect data about customer satisfaction should create the vision of the customer and Sr. Management then pursuit to implement those packages.

Lastly shareholders should receive good returns base on the opportunities. Otherwise the Sr. Management is not going to be able to continue with the plan to outsource the call centers. Union needs to be involved in every step of the changes and create a better open communication channel to minimized legal intervention from their part.

Stakeholder Perspectives/Ethical Dilemmas

The CFO, Katrina Heinz competencies are her ability and experience working for a global corporation. Katrina shows emotional intelligence when the proposals are accepted by the board of directors. The board of directors as well as Katrina's focused their attention only in how to increase revenue and profits. Off shoring the call centers and increase benefits to the package seems achievable but they are not thinking in the consequences, or any moral issues that this changes are going to create among the employees. Many employees are going to react to the changes by not supporting the company vision, especially if the President of the union gets involved; this is usually done when communication is not done properly. Massive laid offs creates uncertainty, resentment, depression and in some cases, anxiety.

Other members such as Sy Rodriguez, as the Executive President of Consumer Marketing and sales, his concerns are to create good relationship with the stakeholders, a completely different vision from Katrina. His perspective is to focus and get results by communicating properly to the rest of the teams. This is creating already a misunderstanding in his part. Katrina wants to move forward, whether he agrees completely or not. Nancy Everheardt the Executive Vice President of Small Business has a different opinion from Sy, her experience from helping companies to grow from small to medium size gives her the confidence that Global communications has the capacity and the opportunity to grow. Her perspective is to create valuable solutions by introducing new packages for clients. Nancy agrees with Katrina's plan and encourages the idea of outsourcing the call centers, she cares for the clients and she does not like holding information for the employees.

Joel Thompson, Executive Vice President of Human Resources and Public Relations understands company goals and knows the product. Therefore, Joel perspective is to develop effective relationship with Global communications executives and the President from the Union. He cares for the employees but would like to see this corporation move into a different direction. His dilemma is that employees accept the transition and emphasis that some members will receive greater benefits, such higher salaries and career opportunities. The problem is how to do this. Joel is concern with employees moral and

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