Recently, Johnson Consulting Company reorganized many of its departments worldwide to improve efficiency for working with customers. The leadership decided to combine its Customer Service and New Business Development Departments to allow both groups to experience working with new and existing customers. This move created one department where employees will work together to develop new customers while supporting existing customers.
However, the move created conflict between the individuals involved with the reorganization in many South American locations, particularly in Brazil. For instance, the Customer Service Representatives were only handling existing customer issues before the reorganization, but the Business Development Specialists believe they should respond to new customer inquiries. Some of the Business Development Specialists prefer not to work closely with many Customer Service
Representatives as they have demonstrated rude behavior to coworkers from time to time.
As the newly appointed manager for both of these departments, you research Brazil’s natural and cultural dimensions. Then integrate what you have learned about the country’s culture in a conflict resolution strategy for the team.
Develop a conflict resolution strategy plan that addresses the following:
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