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Conflict, decision making, and organizational design

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Seth A.
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case study
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  1. Introduction
  2. Conflict
  3. Decision making
  4. Organizational design
  5. Conclusion

At Verizon Wireless conflict is pretty much taught as the rule not the exception. We're trained to deal with conflict and negotiation strategies to help ourselves get out of the conflict. It's part of the job and expected that customers are not always going to be happy with Verizon and as such are going to want something in return for their frustrations. We often get customers calling in, most of the time due to their own fault with frustrations over going over their minutes, going over their data usage, going over their texts, etc.

This is when the ball is in our court and we pretty much get to decide if we want to help the customer, but some are more persistent than others in the fact that they want to get more than they technically deserve. There are also customers who have had problems due to our not doing something right and they deserve credits. Negotiation strategies differ on both of these. If it was their fault that they had overage charges or a charge that was due to their negligence, we are taught to offer sympathy and education as far as what the customer can do to avoid these charges in the future.

[...] There are many more regulations with cell phone towers and with our company that we must comply with, but this has to be one of the most controversial and important. NA. (January 15, 2007). Negotiation Strategy: Six Common Pitfalls to Avoid. In Stanford. Retrieved 6/8/12, from http://www.gsb.stanford.edu/news/research/hr_negotiation_strategy.shtml . Goddard, J., Eccles, T., & Birkinshaw, J. . (2012). Five Principles of EBM. In Evidence-Based Management. Retrieved 6/8/12, from http://evidence-basedmanagement.com/. B. Blake Levitt. (4/6/2008). Cell-Phone Towers and Communities: The Struggle for Local Control . In Envirolink. Retrieved 6/10/12, from http://arts.envirolink.org/arts_and_activism/BlakeLevitt.html. [...]


[...] 2. Identify limiting factors. 3. Develop potential alternatives. 4. Analyze the alternatives. 5. Select the best alternative. 6. Implement the decision. 7 Establish a control and evaluation system. This would have looked something along the lines of, we have a problem where customers can get ?unlimited? or ?cheaper? data elsewhere, and what can we do to help out our consumers. As I said previously the customers had been asking for a data share plan and it looks like Verizon obliged. [...]

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