Overview
Questions - 1. Facebook is trying to increase its use of internal chatbots to serve as common sources of the technical information employees need to do their jobs. Do you think a chatbot is the right means to convey information about controversial questions employees may face from outsiders?Why or why not? 2. How well do you think Liam Bot serves employees’ specific needs for guidance about company policies and decisions?Why? 3. What do you think Facebook could do better in communicating similar informat ion next time?Why? Read the PROBLEM SOLVING Case “Suspensions of a Sportscaster” AT THE END OF CHAPTER 12 IN THE TEXTBOOK Questions – 1. Was it appropriate for the station to suspend Giangreco for expressing his personal opinion on his Twitter feed? Why or why not? 2. If you had to make the decision about whether to discipline Giangreco and how, with whom would you consult? What would you ask? 3. Does this incident provide an example of effective discipline as described here? Can you suggest a way WLS-7 could add to the effectiveness of the discipline in this situation? Do you think the desire to set an example for other broadcasters and members of the press should have any weight in the station’s response to actions like Giangreco’s? Read the PROBLEM SOLVING Case “National Conflict Resolution Center Helps Find Win-Win solutions” AT THE END OF CHAPTER 14 IN THE TEXTBOOK Questions – 1. Based on this description of mediators, what kinds of supervisory skills are needed for mediating a conflict? Consider the various skills described in Chapter 1 through 14. 2. When might a supervisor benefit from using trained mediators, such as NCRC mediators, rather than mediating a conflict him- or her- self? Why would the experts be important in these situations? 3. Suppose you are a supervisor of TSA screeners in an airport. You notice that a passenger is visibly upset about having her carry-on bag inspected. As you step near the table where the inspection is taking place, you hear her say, “You’re going to make me miss my flight.” Would you get involved in the situation? If so, how? What, if any, mediation skills from NCRC might help you? Read the PROBLEM SOLVING Case “Training Employees for Emergency Response” AT THE END OF CHAPTER 16 IN THE TEXTBOOK Questions – 1. Suppose you have been asked to set up an emergency response plan for a company whose manufacturing processes require the safe handling of carbon dioxide. The purpose of the plan is to ensure employees know what to do if this deadly gas were to be accidentally released in the plant. Review the types of on-the-job training discussed in this chapter and identify the one (or ones) you would use. Explain your choice. 2. Prepare a training plan for the employees. Will you train them all at once or in groups? Why? 3. Would you recommend the company schedule regular retraining in the emergency response plan? If so, how often and why? What form would the retraining take?