Gap Analysis: Global Communications
Upon reading the Global Communications scenario, it is obvious that several issues and opportunities exist within this scenario. Some of these problems are clear while others may not be quite as apparent. In order to ascertain where the company needs to go, it is best to describe how the situation arose in the first place. With the background information describing how the situation came about, it will benefit further analysis of the issue. This analysis will start with creating a vision statement of where the company needs to be. With a vision statement at the ready, the process of bridging gaps can begin. So what are the issues that the stakeholders are confronted with?
In the case of the union talks with Global Communications, it is clear that the union representative becomes upset. Maria's distress is understandable as cuts to benefits had just been made. This was certainly not the only reason for her dismay. Another reason for her emotional response was when benefits were cut; the union was informed that it was necessary for the company to grow. The defensive stance taken by Maria was not the only emotionally charged reply to the decision; the union president also sent a hastily written email to the CEO. 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." (Von Glinow & McShane, 2005, p. 119) Both Andre and Maria had trouble keeping their emotional intelligence levels in check.
Another issue present is that some of the senior leadership team considered themselves to be in charge of the decision.&nbs ...