Ethical standards in management communications

Part 1

In a 250-300 word response, describe a conflict situation you have experienced in the workplace. Explain the impact that the communication process played in resolving or escalating the conflict? What was the resolution? If positive, how could you incorporate that conflict resolution style in your communications? If a negative result, what recommendation could you make to improve the communication process. Use references to support your findings.

Part 2

In a 250-300 word response, relate an organizational example of the use or lack of use of ethical standards in management communications. The example may be from your own workplace or from a business situation with which you are familiar. Support your answer by indicating why you believe it is an example of communicating in an ethical manner and why you believe the decision was made to communicate in the particular manner. Use references to validate your analysis.

Answer preview

A conflict situation is a circumstance in which parties share disagreements that arise from a contradiction of social values and structures. I work with an accident management program where we manage the process of subrogation for our clients. On a particular day, we had a seven-day call set up to address some customers’ complaints. The incoming calls increased, and tasks became overwhelming for employees, which generated a workplace conflict. One customer started to yell over the phone, complaining about the services provided by the program. According to the client, the organization is supposed to call all drivers every day to ensure they present the correct documentation. However, this statement was false because these terms were not included in the contract. The client became furious and begun to use foul language, which was displeasing; thus, one of the employees decided to end the call.

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Ethical standards in management communications