Deck 13: Understanding Unionization and Collective

Question 1

Can Steve really change the behavior of the operators?

Answer 1

Yes, Steve can change the behavior of the operators. The operators have recently undergone a change in the way they operate due to the upgrade in technology. Therefore, it will take some time for the employees to adopt themselves to the changes. Enforcing one change after another would only create resistance from the employees.
Hence, it would be wise if Steve can come up with a training plan which will include soft-skills training. During this training every aspect of the handling the call should be demonstrated. Each operator should be given a protocol for handling the call.
Operators who will be able to respond to the call with utmost quality should be rewarded. In summary, by giving operators some time to adapt to the changes, providing adequate training and also incentives for those who adapt to the change quickly - can help in changing the behavior of the operators.

Question 2

Answer 2

Question 3

How can Steve succeed in getting the operators to say, "Thank you for using MTC"? Should he involve the union in his attempts to do so?

Answer 3

Getting the operators to say "Thank you for using MTC", for the moment might be challenging for Steve. But he will not need union intervention in this matter. A formal training for the operators on the handling the calls, a written protocol for attending each call and also communication to the employees on the impact of thanking the clients - all these efforts can being in the change in the operators response.
Even putting up placards at the employees' desk, just to remind them to close the call with a thank you note will be helpful.

Question 4

Describe the responsibilities of employees for improving workplace safety, health, and well-being.

Question 5

Is computer monitoring the answer?

Question 6

Explain how each of the following HR practices can be used to maintain safe and healthy workplaces: job analysis, selection, training, performance management, and incentives.

Question 7

Should the operators really decide on the change?

Question 8

Wellness programs often target illnesses that are not caused by aspects of the workplace itself. Do you think it is appropriate for employers to intervene to improve their employee's personal health and wellness? Explain.

Question 9

What are the benefits to employers and employees of drug testing? What are the costs? Under what conditions would the benefits outweigh the costs?

Question 10

How do you think employers should treat employees who use medical marijuana? Should extenuating circumstances affect employer actions, and if so, what would those circumstances be?