"There's a Ringing in My Ears: What Would You Do? 00:19 1IGII16.246Business and SocietyIn her role, Dawn was responsible for many programs,including a new mediation initiative to resolve workplaceconflicts. The program was designed to help employeesdevelop stronger communication and conflict resolution skills.In this case, the program was also providing an intermediarystep between informal and formal discipline. Today, she wasmeeting with both parties to discuss mediation guidelines, atimeline, 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 32years and had started his career with the company right outof high school. Terry, 31, was hired from another firm tooversee the procurement area a year ago and had recentlygraduated from a prestigious MBA program. Dawn startedthe meeting by reviewing the mediation guidelines andtimeline. She reminded John and Terry that their goal wasto develop a workable and agreeable solution to the currentsituation. Dawn then asked for each party to explain his or herposition on the conflict.John began, "Ms. Aranda is a very smart lady. Sheseems to know the buying and procurement area, but sheknows less about the company and its history. I am notsure she has taken the time to learn our ways and values.Ms. Aranda is impatient with our use of the new softwareand computer system. Some of us don't have collegedegrees, and we haven't been using computers since wewere young. I started working at this company about thetime she was born, and I am not sure that her managementstyle is good for our department. Everything was goingpretty well until we started changing our systems."Terry commented, "John is a valuable member ofthe department, as he knows everyone at this company. Iappreciate 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 checkup on his schedule and proof all of his work. John hasattended several training classes, and I asked that he usean electronic calendar so that projects are completed ontime. He continues to ignore my advice and deadlines.We've had several conversations, but John's work has notsubstantially improved. We have many goals to achieve inthe department, and I need everyone's best work in orderto make that happen."Dawn thanked them for their candor and told themshe would meet with them next week to start the mediationprocess. As she contemplated what each had said, sheremembered an article that discussed how people born indifferent generations often have contrasting perceptionsabout work. Dawn started to jot a few notes about the nextsteps in resolving their conflict. What would you do? 니G:00:19Send a chatCUIIsumers Ikternational (http://www.consumersinternational.org). What is the purpose of thiswebsite? Select a current issue and read the informationprovided by the consumers' groups organization on thatissue. How useful is this information to you? With whatinformation do you agree and/or disagree? How could abusiness manager use this site to understand and improvea 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 hisjob at the Kingston's department store downtown. Thislocation housed Kingston's first store and still had manyof its original features. As he rode the subway into thecity center, Justin thought about the money he would earnthis summer and the great car that he hoped to buy beforeschool started. He was lucky to have secured this typeof job-many of his friends were working early or latehours at fast-food chains or out in the summer heat. Themanagement team at Kingston's had initiated a programwith his high school counselors, hoping to attract top highschool seniors into retail management throughout theircollege career and beyond. Justin was a strong studentfrom a single-parent background, and his counselor washighly complementary of his work ethic and prospects forprofessional employment. Justin's first week was consumedwith various training sessions. There were eight students inthe special high school program. They watched a companyvideo that discussed Kingston's history, ethics policy,current operations, and customer service philosophy. Theymet with staff from HR to fill out paperwork. Theylearned how to scan merchandise and operate the computersoftware and cash register. They toured the store's threelevels and visited with each department manager. Justinwas especially excited about working in the electronicsdepartment, but he was assigned to men's clothing.Justin worked alongside several employees during thefirst few weeks on the store floor. He watched the experi-enced employees approach customers, help them, and ringup the sale. He noticed that some employees took personaltelephone calls, and others did not clean up the dressingrooms or restock items very quickly. On slower days, heeventually worked alone in the department. Several timeswhen he came to work in the afternoon, he had to clean

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Description: "There's a Ringing in My Ears: What Would You Do? 00:19 1IGII16.246Business and SocietyIn her role, Dawn was responsible for many programs,including a new mediation initiative to resolve workplaceconflicts. The program was designed to help employeesd