Global Communications
Introduction
In the scenario with Global Communications the company faces a lack of growth, decreased profitability, as well as customer service and satisfaction issues, due to increased competition in the small business and consumer markets. The introduction of new services and features is part of a new strategy to help win over existing customers, attract new customers, and thereby increasing profitability. This plan will affect the salespeople and employees of Global Communications working in call centers in the United States with potential relocations and layoffs.
The leaders of Global Communications need to make a communication plan and an organizational framework with a new set of values. This plan will need to be communicated to all employees including the Technologies Workers Union. Organizational communication is defined as, "the process by which information is transmitted and understood between two or more people" (McShane, 2005, Chapter 11). Furthermore, "organizational communication is a good way to identify factors contributing to effective and ineffective management" (Kreitner & Kinicki, 2004, Chapter 15).
Global Communications reputation and competitive advantage has been built due to loyal employees. The company has a history of doing what is right for the employee; however, with the advent of the new strategy by upper management, some individuals are concerned about employee satisfaction and morale. Now, emotional intelligence could affect the organizational commitment of the employees. Emotional intelligence is defined as, "the ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself- and others" (McShane, 2005, Chapter 4). Organizational commitment is defined as, "the employee's emotional attachment to, identification with, and involvement in a particular organization" (McShane, 2005, Chapter 4). Organizational communication,...
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