Scenario – JKL Industries
JKL Industries overview
JKL Industries is an Australian-owned company, selling forklifts, small trucks and spare parts to industry. They also have a division that leases forklifts and small trucks.
The company’s head office is in Sydney and has branches in Brisbane, Melbourne, Perth, Adelaide and Canberra.
Change
After 12 years in business, focusing on forklifts and small trucks, JKL Industries has negotiated the sales rights to a range of medium and large trucks from an overseas supplier. This opportunity will provide JKL Industries with an advantage in range over its competitors.
Sales results over the past five years have indicated strong growth in forklift and truck sales, which have averaged 10% sales growth per annum. The rental market has been in decline for the past three years due to the reduced costs of these vehicles and some taxation benefits to industries who purchase these vehicles.
Taking the sales rights opportunity will, however, entail some significant changes, including significant changes to the current organisational structure. The company will reposition itself to focus solely on retail sales and service and exit the rentals market, in which forces such as competition and consumer choice reduce potential profitability.
In accordance with the organisation’s values, JKL Industries intends (to the extent feasible) to recruit from within the company and up-skill or re-skill existing employees presently working in rentals who wish to remain with the company.
Given the company’s previous history of employee grievances over pay and conditions and current plans to restructure, JKL Industries has identified poor communications and an organisational climate of conflict as a risk to business goals.
Moving forward, the organisation intends to build and maintain a positive organisational culture, reduce risk and achieve organisational goals through:
- developing an effective policy framework for managing internal communications and consultation, in accordance with organisational objectives, business ethics, and compliance requirements
- communicating and building support for organisational initiatives and objectives
- managing information flow to:
- provide managers and employees with at-hand information to perform their work responsibilities
- communicate ideas for improvement (top-down and bottom-up)
- facilitate feedback both to and from employees and management on relevant work performance and outcomes of consultation.
Diversity issues
An internal management review of the organisation has uncovered the following issues:
- Poor leadership on the part of managers and low accountability and sense of personal responsibility for results on the part of both managers and employees.
- A lack of interpersonal skills, cultural sensitivity and emotional intelligence among managers and employees.
- A lack of awareness of relevant policy and legislative requirements for diversity and business ethics.
- A culture of chronic conflict, characterised by:
- avoidance of conflict, while leaving issues unresolved
- issues that are apparently resolved and agreed flaring up repeatedly.
Networking issues
As a manager, you have noted:
- A lack of awareness of internal and external networking opportunities.
- A lack of understanding of the purpose/s of networking and its relation to individual, team and organisation-wide goals.
- A lack of understanding of how to take advantage of networking opportunities through use of interpersonal skills and emotional intelligence.
- No internal communities or social platforms through which functional or cross-functional teams can discuss professional issues, and share insights and perspectives.
Brisbane Branch Manager
You are the new manager of the Brisbane branch. Over the last two weeks you have familiarise yourself with the organisational environment and the characteristics and needs of your team.
You have read the consultant’s report on proposed communication and consultation strategies and are 100 per cent behind the approach. The strategy will need to be applied to supporting diversity and facilitating better networking.
The JKL Industries Brisbane Branch Manager reports to the Operations General Manager.
Tasks:
For the following scenario-based questions, put yourself in the position of the new Brisbane Branch Manager and answer the questions accordingly.
1. An employee has complained to you that some members of your team have not made any effort to accommodate non-Christians in this year’s Christmas celebrations. The employee feels excluded and disappointed that an opportunity to bring the team together has instead divided the team along religious lines.
How would you address the employee’s complaint?
In your written response to the above question:
- Describe at least two pieces of JKL Industries’ policy or procedure that conflict with the team’s behaviour towards the employee.
- Identify the relevance of one piece of relevant legislation.
- Describe how policies and processes can help to promote cultural diversity, ethical values and relationship-building.
- Describe any changes or additions you would make to JKL Industries’ policies, processes or communications to further promote cultural diversity and ethical values.
- Describe how you would approach the team and any suggestion you would make to resolve the issue fairly and consistent with organisational policy.
2. To respond to the issue described in question one, you have decided to meet with the team to directly address the behaviour.
How would you prepare for and approach this meeting?
In your written response to the above question:
- Describe what potential problems you anticipate from the team.
- Describe how you would confront the team with their unacceptable behaviour, while maintaining trust and avoiding the impression of taking sides.
- Describe your standard or default communication style. What communication style would you consider adopting for this scenario?
- Describe a previous situation in which you adapted your communication style to meet the needs of others in the workplace or achieve a work goal.
3. As a manager new to the Brisbane area, you feel that you need to develop contacts with people internal to the organisation, such as managers, and external people, such as suppliers, business networks, managers’ networks and mentors.
How would you approach networking to achieve goals?
In your written response to the above question:
- Describe how networking with internal and external people could help you build positive relationships to achieve organisational and professional goals. What networking or networks would you suggest?
- Describe a situation in which you joined a network to achieve an organisational or professional development goal. Describe the network. How did you build stronger relationships within the network? What was the result of the networking for you and your organisation?
4. Your sales team is relatively new and inexperienced. You feel that they would benefit from networking. Sam and Alex need to build relationships with customers, suppliers and fellow salespeople to achieve personal development and organisational goals.
- Sam: Has issues with internal and external suppliers who consistently missdelivery dates and won’t cooperate in keeping costs down for customers.
Consequently, he has issues with his own customers; he feels suppliers don’t understand his needs as a client. Sam finds conflict really hard and avoids getting angry, hoping the problem will resolve itself. Sam feels he would benefit from hearing how others negotiate terms with suppliers. Right now, however, he has very little respect for them as they’ve let him down.
- Alex: Has issues with customers who obviously don’t understand a good dealwhen they see it. He’s also tired of chasing ‘deadbeats’ for settling accounts on credit. Alex would like to know how others deal with such ‘fools’ and still maintain a sense of self-respect.
How would you lead Sam and Alex to realise their professional goals and related organisational goals over the next three months?
Using the template provided:
- Prepare a plan to develop and maintain internal and external relationships, including a schedule for the next three months.
- Include at least two activities for each salesperson.
- Provide a rationale for each activity.
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Networking activity
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Person
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Schedule
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Description/rationale for networking activity
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Answer:
Introduction:
The effectiveness of the operations of the modern organizations and the performances of the members of them are seen to be notably affected with the generation of the conflicts. As the efficiency of the organization is observed to be negatively affected with the generation of the conflicts, the modern organizations are focused in the effective management of the conflicts. The implementation of the efficient communication is one of the prime need of the organizations in managing the conflicts in an effective manner. Hence the organizations are seen to be notably influenced in the efficient management of the information and the communication among the members of it.
On the other hand, the cultural diversity amongst the members of the organization is seen to be of notable significance as the mentioned aspect is seen to be a major obstacle for many of the organizations in the efficient management of the operations. Along with that, the importance of the business networking is pretty evident in the modern business context. The organizations are determined in strengthening their business networks in an attempt to build more constructively for the betterment of their businesses. The paper analyses the case of JKL industries. The company is seen to face the impact of the ineffective business networking and the diversification of the members of the organization. The paper produces an in depth analysis for the operations of the Brisbane branch of the mentioned organization and also produces a networking plan for the same. Along with that, the paper includes an action plan for the human resources operations of the organization.
Task 1:
1: Addressing the employee’s complaint
Firstly I would like to beg your pardon for the misconduct of the employees of a minor section of my team. I feel sorry to know about the incident and the more frustrating part of the incident is that it goes completely opposite to the values and importance that our company has for the employees of it. Hence I would like to clarify some of the important aspects of the misconduct so that your concern and disappointment is reduced as much as possible. As you are an important part of our company, I hope you it very well that the cultural diversification of the employees and the unity among the members of our diversified workforce is notably appreciated by all the members of the senior level management. We feel that the employees are needed to be treated impartially and a same basis of relatedness should be there for all the employees and that is notably reflected from our organizational policy. Hence it is pretty evident that the action happened with you is completely against the policy of the organization. Along with that, one of the key policy of the organization is to strengthen the bond between the members and focus on the improvement of the internal and external business network. It is pretty evident that the Christmas celebration is one of the lucrative opportunity for the organization to strengthen their business network. Hence the activity conducted by my team members was notably violating the policy of the organization. The legislation for the protection of the human rights of the individuals in celebrating the festivals of other cultures passed by the Australian Department of the Communications and Arts is significant in forming the base for the individuals of other culture to celebrate the Christmas. As mentioned the company’s policy influences the individuals of different cultures and backgrounds to effectively communicate and interact between themselves to create a better environment inside the organization. Along with that, the increment of the bonding between the employees and the other members of the organization was seen to be one of the main aim of the policies of the organization. Hence it is notably visible that the policies of the organization was significantly promoting the cultural diversity and the ethical values among the members and operations of them. I would like to make sure that a team of senior level managers is in place for the monitoring of the activities related to any sort celebrations or meetings between the employees of the organization. In addition to this, I will focus on the formation of a rule where the participation of all the employees will be mandatory in the occasions of the celebrations.
2: Team Meeting
The problem that I anticipated from the team was the forgetfulness of a section of the employees who were the coordinators of the celebration event of the Christmas. I guessed it correctly as they told that they missed the names of some of the employees who are non-Christian during the time they made the list of the people to be invited. I immediately ordered them to file a formal apology to not only the employee who filed the complaint rather to each and every employees who were not invited in the celebration party of Christmas. As the case had the potential to cause notable amount of detrimental impact on the image of the organization and on the bonding of the employees irrespective of their culture and religion, I was left with only one option that is aggressive style of communication. It was much needed for the members of the team in making sure that they concentrate on their operations in an effective manner so that the company be able to achieve an unquestionable corporate image in terms of the employee relationship. One similar case happened with me in my previous company where some of the members of event management team was seen to meaningfully avoid the sending of the invitation letter to a group of employees as they had notable amount of conflict with that team. However, the case was highlighted by the assistant leader of the team in one of her meeting with me and I returned to the managers of the event to make sure that they formally apologise to that section of deprived employees. Even in that day, the achievement of the rights of all the members of the organization in celebrating the mega events was secured by my aggressive style of communication to the event managers.
3: Business Networks
For the establishment of a successful organization where the achievement of the professional and the organizational goals will be comparatively easier, the achievement of the construction of a strong network is notably important. Hence it is pretty significant for the organizations to strengthen their business network to survive for a longer period of time in the market. The internal business network helps the organizations to achieve the skilful and quality employees inside the organizations and on the other hand, the external business networks help the organizations to achieve the required quality in the supply of the raw materials, in the identification of the sources for the sourcing of the best quality materials for the manufacturing of the products and the services of the organization which can increase the customer satisfaction and has the potential to improve the purchase preferences of the customers. The local business groups will be the best suited networking for the case as it will play a significant role in the achievement of the professional and the organizational goals.
I joined a local business group to achieve one of the significant professional development goal which is the identification of the suppliers for the sourcing of the best quality products and the suppliers who are capable of providing quality products on time and in uninterrupted fashion. In addition to this, the networking activity was significant for me in the achieving one of the important organizational goal of mine that is the skill of achieving the desired competency in the effective management of the quality in the operations of my subordinate employees. It was a local business group network where the managers and the owners of the local businesses were integral parts. The participation in the cultural events, celebration of the cultural festivals and the weekly dinners were significant in the establishment of the stronger relationship within the business network. The result of the networking was pretty good for me as an individual and for my organization as well. The networking enabled me to have the capability of sourcing improved quality materials and at the same time, it was significant for my organization in being able to manage the quality in the operations of the employees and the effectiveness of the collaborative operations of the employees.
4: Network Plan
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Networking activity
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Person
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Schedule
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Rationale for networking activity
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Weekly Dinner
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Sam
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Within 2 months
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The activity is significant for Sam in achieving a proper discussion on the importance of the suppliers’ code and the implementation of it in the business context. The activity has the potential to improve the understanding of Sam regarding the impact of the suppliers’ code in the effective and on time delivery of the products. This enables Sam to implement the supplier’s code to effectively bind each and every suppliers of the organization in various legal aspects related to their services.
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Group Consultation
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Sam
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Within 1 month
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The activity is of great significance for Sam in achieving the idea of the techniques which can be applied for the effective adjustment in the pricing of the materials from the part of the suppliers of the organization. The activity is crucial for the effective management of the preferences of the customers and plays a significant role in the retention of the customers with a precise focus in the reduction of the costing associated with the materials.
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Mutual Consultation
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Alex
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Within 1 month
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Alex was seen to be significantly frustrated with his incapability in handling the varying demand and the improper communication of the customers. It is seen that the mentioned person is not able to convince the customers in an effective manner and many of times, he was seen to face discomfort in managing the employees’ invalid and improper concerns regarding the products and the services. Hence the activity enables him to have the idea of the management of the effective communication with the customers.
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Practical Understanding
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Alex
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Within 2 month
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The activity enables Alex to have the practical understanding of the techniques in which skilled and experienced salesperson deal with the customers who are bit unconventional in questioning regarding the services of the products of the organization.
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Task 2:
Action Template:
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Action
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Timeframe
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Person/s responsible
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Description of strategy
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Resources,
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A meeting between the rental manager and the HR
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1 month
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HR and the rental manager.
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Effective Communication regarding the misconception of the employees is the main strategy to be implemented in this case. As it is seen that the employees have the doubts over their continuation of the organization, the communication from the part of the management of the organization plays a crucial role in enabling the employees to have required sense of knowledge for understanding the importance of employee retention and the value of it in the modern business organization.
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A room with the required level of infrastructure for the conduction of the meeting.
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A meeting to the trigger the conduction of the process for the developmental and the training activities.
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2 months
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HR and the rental manager.
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The employee of the organization was seen to represent the grievances of all the rental employees. The main reason of the grievance was seen to be the absence of the undertaking of the training and the developmental activities which forced the rental employees to face the threat of the job insecurity. Under such situation, the consultation with the HR of the organization from the part of the rental managers will be of great significance in making sure that the concerned employees get the change of improving through the training activities and this was notably limiting the concerns of them regarding the retention of the rental employees inside the organization.
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A room with the required level of infrastructure for the conduction of the meeting.
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Conclusion:
On a concluding note, the case of JKL industries portrays the impact of the cultural diversity of the organization on the operations of the organization and at the same time, it produced a major focus on the benefits of the effective communication in building an efficient team for the operations of the organization. The management of the conflicts in the operations of the employees and the formation of the business network are integral part of the modern business management.
