MBA/MSC Assignment: Communication and Negotiation Skills Case Study

This assignment presents a detailed analysis of communication and negotiation skills through two case studies. The first case study examines the 1981 Air Traffic Controllers Strike, evaluating the fairness and ethics of negotiation tactics used by the union and the government's response. It identifies faults in the negotiation breakdown and suggests improvements in communication and conflict resolution. The second case study focuses on effective communication as a motivator, exploring the communication challenges faced by a food service manager in a diverse workplace, including language barriers and the importance of maintaining food safety protocols. The assignment emphasizes the role of clear communication, conflict resolution techniques, and ethical considerations in successful negotiation and management.

Running head: COMMUNICATION AND NEGOTIATION SKILLS
Communication and Negotiation Skills
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
Case study 1...............................................................................................................................2
The 1981 Air Traffic Controllers Strike.................................................................................2
Case Study 2...............................................................................................................................7
Effective Communication as a Motivator..............................................................................7
References................................................................................................................................13

2COMMUNICATION AND NEGOTIATION SKILLS
Case study 1
The 1981 Air Traffic Controllers Strike
1. Did the union use “fair” or “ethical” negotiation tactics? Explain.
According to the given case study, the Professional Air Traffic Controllers
Organization Union used fair negotiation tactics. The union negotiators have both
advantages and disadvantages while negotiating with the union members. One of the
advantages of the union authority highlights the ability to manipulate the public
visibility for gaining sympathy for ratifying the new law (Austin and Pinkleton 2015).
Thus, bringing out issues to the public forum provides an opportunity to manipulate
the public to support their plight and get everyone’s vote for the new law. According
to the given case study, the Professional Air Traffic Controllers Organization Union
(PATCO), Robert Poli presented the tentative agreement in front of the union
members so that the proposal is ratified. Presenting the new labour law in front all the
union members was an ethical step taken by the Professional Air Traffic Controllers
Organization Union (PATCO), as this provides an opportunity for gaining sympathy
for ratifying the law (Krum 2013). In addition to, presenting the new law in front of
the union also allowed Professional Air Traffic Controllers Organization Union
(PATCO) to manipulate the public support for their plight of getting their new labour
contract with Federal Aviation Authority (FAA) ratified.
Another ethical step used by Professional Air Traffic Controllers Organization
Union (PATCO) was that presenting the new labour law in front of the union
members. Another advantage of presenting the new labour law in front of the union
members is to get the concession by all the members of the constituency (O’Hagan et
al. 2014). As a result, the negotiators portray that they have limited power and have

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certain limitations. Thus, the members of the union highlight their consent regarding
the particular law. According to the given case study, the Professional Air Traffic
Controllers Organization Union (PATCO) presented the new labour law in front of
the union in order to get the consent. After the new labour law was rejected by 90% of
the union at the first place, Robert Poli returned to the negotiating table with a better
proposal in order to get a better package from the Federal Aviation Authority
(Shockley-Zalabak 2014). However, as the relation between the Professional Air
Traffic Controllers Organization Union (PATCO) and Federal Aviation Authority
(FAA) has declined by then, an additional two weeks was spent that obtained no
results.
Thus, it can be said that Professional Air Traffic Controllers Organization
Union (PATCO) used fair and ethical negotiating tactics.
2. Was the government’s response to the strike fair and appropriate? Explain.
According to the given background, it can be seen that one of the major
disadvantages includes crossing the authority. As the part of the union, the
representatives might find them in intense and squeezed situation. This is because the
majority of the union constituency does not accept the proposal proposed by the
negotiator (Leathers and Eaves 2015). As a result, the negotiator feels that their
credibility is under-minded by the union constituency. Thus, it is essential for the
union negotiators to maintain the fine line and ensure that they do not exceed their
authority. In certain instances, it can be seen that the decision or step undertaken by
the Union negotiators impose harm to them and to their constituency (Grunig 2013).
No, the government’s response to the strike was not fair and appropriate.
According to the given case study, it can be seen that the relationship between

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Professional Air Traffic Controllers Organization Union (PATCO) and Federal
Aviation Authority has deteriorated. It is evident that the Professional Air Traffic
Controllers Organization Union (PATCO) went on to strike against Federal Aviation
Authority (FAA). The union leader, Robert Poli has attempted to negotiate a new
labour law with the Federal Aviation Authority. The new labour law has also been
presented to the union constituency but was rejected by 90% of the union members.
After the majority of the union constituency rejected the proposal, Robert Poli
returned to the union constituency with a better proposal. Nevertheless, the Federal
Aviation Authority (FAA) was determined not to approve the new labour law and the
relationship between both the parties have deteriorated significantly. As a result,
Robert Poli found himself in an extremely tentative situation, as Federal Aviation
Authority (FAA) refused to offer any further improvement and concession for the new
labour law.
Thus, Robert Poli instructed Professional Air Traffic Controllers Organization
Union (PATCO) to take an air strike against the Federal Aviation Authority (FAA).
Going for an air strike is not legal and can be conducted but the existing union
negotiation needs to be considered. Robert Poli exceeded the authority by instructing
to go for an air strike. According to the previous contract signed between Professional
Air Traffic Controllers Organization Union (PATCO) and Federal Aviation Authority
(FAA), air action was strictly prohibited. Thus, government's response towards air
strikes not unethical and inappropriate.
3. Who was at fault in this negotiation breakdown and why?
According to the given case study, it can be said that both Professional
Air Traffic Controllers Organization Union (PATCO) and Federal Aviation Authority

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(FAA) are at fault. The Professional Air Traffic Controllers Organization Union used
fair negotiation tactics. The union negotiators have both advantages and
disadvantages while negotiating with the union members. One of the advantages of
the union authority highlights the ability to manipulate the public visibility for gaining
sympathy for ratifying the new law. Thus, bringing out issues to the public forum
provides an opportunity to manipulate the public to support their plight and get
everyone’s vote for the new law (Griffin 2013). According to the given case study, the
Professional Air Traffic Controllers Organization Union (PATCO), Robert Poli
presented the tentative agreement in front of the union members so that the proposal is
ratified. Presenting the new labour law in front all the union members was an ethical
step taken by the Professional Air Traffic Controllers Organization Union (PATCO),
as this provides an opportunity for gaining sympathy for ratifying the law. In addition
to, presenting the new law in front of the union also allowed Professional Air Traffic
Controllers Organization Union (PATCO) to manipulate the public support for their
plight of getting their new labour contract with Federal Aviation Authority (FAA)
ratified.
Another ethical step used by Professional Air Traffic Controllers Organization
Union (PATCO) was that presenting the new labour law in front of the union
members. Another advantage of presenting the new labour law in front of the union
members is to get the concession by all the members of the constituency. As a result,
the negotiators portray that they have limited power and have certain limitations.
Thus, the members of the union highlight their consent regarding the particular law.
According to the given case study, the Professional Air Traffic Controllers
Organization Union (PATCO) presented the new labour law in front of the union in
order to get the consent. After the new labour law was rejected by 90% of the union at

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the first place, Robert Poli returned to the negotiating table with a better proposal in
order to get a better package from the Federal Aviation Authority. However, as the
relation between the Professional Air Traffic Controllers Organization Union
(PATCO) and Federal Aviation Authority (FAA) has declined by then, an additional
two weeks was spent that obtained no results. Thus, it can be said that Federal
Aviation Authority (FAA) did not prefer further negotiation with Professional Air
Traffic Controllers Organization Union (PATCO). As a result, Professional Air
Traffic Controllers Organization Union (PATCO) instructed for an air strike that was
illegal.
4. What do you think could have been done better by the PATCO? By the Government?
(Consider communication, distributive vs. integrative bargaining, tactics, ethics,
conflict resolution, etc.)
According to the given case study, it can be said that effective communication
is essential to Professional Air Traffic Controllers Organization Union (PATCO) and
Federal Aviation Authority (FAA) with appropriate conflict resolution techniques.
Effective communication ensures the clear flow of information between the parties
thereby, making negotiations easy to conduct and complete. The Federal Aviation
Authority (FAA) and Professional Air Traffic Controllers Organization Union
(PATCO) could have communicated more effectively by considering the benefits
from the previously existing contracts. This would have ensured a positive mindset
for both Professional Air Traffic Controllers Organization Union (PATCO) and
Federal Aviation Authority (FAA) and develop the new labour law.
Both Professional Air Traffic Controllers Organization Union (PATCO) and
Federal Aviation Authority (FAA) could have used conflict resolution techniques in

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order to prohibit this act. One of the conflict resolution techniques that Professional
Air Traffic Controllers Organization Union (PATCO) could have used is withdrawing
the proposal (Leeuwis 2013). If Professional Air Traffic Controllers Organization
Union (PATCO) withdrew the proposal after being rejected initially, it would have
helped in solving the conflict. Additionally, having an accommodating and
compromising attitude by Federal Aviation Authority (FAA) would have made it
possible to ratify the union proposal. This would have helped in resolving the conflict
between Professional Air Traffic Controllers Organization Union (PATCO) and
Federal Aviation Authority (FAA).
Case Study 2
Effective Communication as a Motivator
1. What are the communication challenges and barriers Barry faces?
Communication in the service industry is the key that determines the overall
success of the restaurant. Thus, effective communication is necessary between the
employees and their supervisor in order to maintain the operational standards of the
workplace. According to the case study, it can be seen that Barry is a 27-year-old food
service manager at a casual dining restaurant and has the responsibility to manage all
the employees at the back of the restaurant (Cherry and Jacob 2016). The casual
dining restaurant has employees belonging to different cultural and ethnic
backgrounds. As a result, not all the employees are fluent and conformable with the
English language. Thus, one of the major challenges that Barry faces is the language
barrier while communicating with the employees. As Barry is the food service
manager, it is essential for him to communicate effectively with the employees. This
is because Barry needs to guide the employees for providing high-quality service to
the standards. As some of the employees belong to different ethnic and cultural

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background, communicating in English has become a major barrier and challenge for
Barry and the employees.
Another issue encountered by Barry is to maintain the food safety protocol
within the restaurant. According to the given case study, it can be seen that Barry is a
ServSafe certified and tries best for maintaining the food safety protocols within the
restaurant. Barry feels that it is essential for the employees working in the back of the
house to know how to maintain the food safety basics such as maintaining appropriate
hygiene, food temperature, time, washing hands, cleaning and sanitizing. The only
can Barry can teach and pass on the knowledge of food safety to the employees is by
communicating with them effectively in English. According to the given case study, it
can also be seen that the restaurant has high employee turnover rate. In certain
instances, the newly joined employees are directly put forth for servicing without
appropriate training. This is due to the busy day the casual dining restaurant
encounters and the employees have to resume their duties without appropriate
training. Thus, lack of adequate training is also an issue faced by Barry. As the
employees are resuming their duties without adequate training and communicating
effectively in English is an issue between Barry and the employees, the service of the
restaurant is compromised (Rosenberg and Chopra 2015).
2. What solutions might Barry consider in addressing each of these challenges and
barriers?
Upon identifying the problem, it is essential to develop strategies to mitigate
the challenges or barriers (Kurtz, Draper and Silverman 2017). According to the given
case study, language and lack of adequate training are the major issues encountered
by Barry that needs to be mitigated. One of the major issues encountered by Barry is
effective communication to the difference in language preferences. Some of the

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employees working in the restaurant belong to a different culture and ethnic
background thereby, making it difficult for them to speak English. Barry can solve
this issue by aiming towards recruiting employees with basic ability to communicate
in English fluently (Lundgren and McMakin 2013). This will help Barry to ensure
effective communication with the employees irrespective of their cultural and ethnic
background. The ability to communicate in English fluently at the basic level will
help Barry to communicate the messages easily with them. Barry will be able to
ensure the food safety issues within the casual dining restaurant thereby, maintaining
the quality of service in the restaurant. As a result, the complaint raised by the
employees about inconsistent messages from the supervisors will be mitigated. The
employees will be able to understand Barry in a much better way and ensure effective
maintenance of the food safety efforts. Additionally, recruiting employees with Basic
English communication skills will also provide an opportunity for Barry and the
owner of the restaurant to recruit and hire employees without considering their
cultural diversity and ethnic background (Samovar et al. 2014).
In order to train the newly recruited employees, Barry can use both picture and
words for the employees. Explaining the employees the required food safety basics
such as appropriate hygiene, time, the temperature along with cleaning, sanitizing,
and hand washing with small messages at the bottom of each picture will help the
employees to understand the basics more easily. Additionally, Barry can use catchy
pictures and lines for providing the basics of food safety issues. This will ensure that
the basics of the food safety are imbibed in the mind and heart of the employees so
that they ensure that they follow the food safety basics strictly while performing their
roles and responsibilities. The use of pictures will provide an opportunity for Barry to
use Basic English language that the employees can easily understand. Thus, Barry can

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undertake these steps for addressing and resolving each of the challenges encountered
as the food service manager at a casual dining restaurant.
3. What Would Standard Operating Procedures (SOPs) be helpful for Barry to
implement and enforce?
As the food service manager of a casual dining restaurant, Barry needs to
ensure effective communication with the employees. According to the given case
study, it can be seen that communication is an issue in the restaurant, as some of the
employees have difficulty in speaking English. Thus, it is essential for Barry to follow
and implement Standard Operating Procedures for the employees in the kitchen. One
of the effective Standard Operating Procedures (SOP’s) that Barry can implement is
pasting the instructions in the walls of the entire kitchen. This will provide an
opportunity for Barry to give relevant instructions to the employees regarding the
food safety basics. Pasting instructions on the walls of the kitchen will help the
employees to implement the necessities of food safety basics while working.
Additionally, Barry can use simple English for explaining the pictures in the walls of
the kitchen. The catchy and short phrases in English will help in creating an
impression in the mind of the employees and ensure that they follow it strictly while
working in the restaurant (McCroskey 2015).
Other Standard Operating Procedures (SOP’s) that Barry can follow is to
ensure training for the newly joined employees. As the service manager of the
restaurant, Barry is responsible providing adequate training to the employees, so that
the employees have trained appropriately (Hackman and Johnson 2013). According to
the given case study, it can be seen that the employees are given on-job training about
food safety basics that is sometimes inadequate due to high employee turnover rate.
Additionally, the employees are rushed and are put to serve the customers directly

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without appropriate knowledge. Thus, Barry needs to ensure adequate training to the
newly recruited employees. This can be achieved by Barry by giving shifts to the
newly recruited employees during hours with fewer customers. Moreover, Barry can
provide supervisors to each of the newly recruited employees, so that they are able to
receive adequate guidance while serving the customers and identify their faults and
rectify them thereby, gaining confidence in serving the customers.
4. What are some ways Barry might use effective communication as a motivator for
employees to follow safe food handling practices?327
Effective communication is extremely crucial in the workplace, as this ensures
the clear flow of information thereby, maintaining work continuity. According to the
given case study, it can be seen that communication is a major issue in the casual
dining restaurant where Barry is the food service manager. One of the methods of
ensuring effective communication is to communicate with the employees using Basic
English. The use of Basic English will provide an opportunity for Barry to provide
knowledge about food safety basics to the employees. As a result, both employees and
Barry will be able to understand each other clearly thereby, ensuring the clear flow of
information as well as work (Schiavo 2013).
Another method that Barry can use to ensure effective communication and
motivate the employees includes pasting relevant information and pictures on the
walls of the kitchen. As a result, the information relevant to the food service such as
the temperature of food, cleaning, sanitizing and hygiene will imbibe in the mind of
the employees. The use of catchy pictures will also leave an impression in the mind
and eye of the employees that will reduce the rate of negligence within the employees.
Barry can put each of the new employees under a trained supervisor so that they are