Case of HOSUR HEALTHCARE SYSTEMS INC.

Case Summary: - Total 50 employees including 15 minorities and 18 female - 4000/month defects and unacceptable rate of error in orders taken from client hospital. - The previous manager selected 5 supervisors on basis of their seniority or friendship with previous managers. - Workforce was divided into 3 categories: a) Pickers: Identify supply by code number in storage area, remove packed items from shelves, and sort them in basket. b) Drivers: Operate forklifts, and electric trucks, moving basket and boxes within the Distribution center. c) Loaders: Transferred supplies onto end off forklifts and delivery trucks. Shankars Observation : a) They were either demoralized or had tough ,belligenent attitude towards management and other employees. b) It was due to lack of approach to background check and prior job references. c) 7 employees were convicted felons who had been imprisoned for violent assault on victims. d) Employees felt that they could handle their own affairs in any way they wanted without interference from management. Loading Dock Incident: Dispute between Buddhadeb Bose a North Indian and Rajsekar a south Indian was regarding which music to be played on radio at loading dock. As per company policy, employees can listen to music while working as they believe it improves their working condition. Buddhadeblistens Rap and hip-hop whereas Rajsekar wants to listen Tamil music. Who so ever reaches work place first , chooses the music to be played for the day. Both are tough employees. Rajsekar has incarcerated for 18months prior to being hired.

Shankars Objective: Shankars objective is resolving conflict including establishment of his own control in workplace . Change business as usual in Distribution center so as to gain respect from employees for his authority and refrain from any further unprofessional conduct.

Answer 1: The real cause of the conflict was that the two workers rajasekhar and budha belonged to two different cultural backgrounds .also these workers were convicted and imprisoned for violent attacks on their victims. Since the two workers had a criminal background they suppressed other workers too. The other conflict was between the supervisor and the other workers. The other workers were agitated because the supervisor was biased towards Rajasekhar and not them. Answer 2: The style of conflict management adopted by the distribution centres employees was competing style. In competing style both the parties are assertive and uncooperative. It generates counter productive environment. It either produces both winners and losers. In relation with the Hosur case, both the workers stuck to their own choices of music. None of the workers were ready to give in to the other persons demands. There was no common solution to the problem. Answer 3: The style of conflict management identified is Avoiding . As they were unassertive and uncooperative in nature. The supervisors were selected on basis of their seniority and friendship with manager, so this is not good for long run as they were not using a valid method for solving the conflict which lead to such a serious issue. Also the manager had always avoided the direct confrontation with employees due to which there was a communication gap, and the employees were not so motivated. Answer 4: - To settle the conflict between the two, Mr. Shankar should talk to different parties separately and try to implement divide and rule strategy. He should try to get all the parties on a broad common frame of reference. Consult Rajashekar:-

Make him aware that he is sole responsible in his family for income. If he is continuing with same behavior that of after returning from jail, company will ask for VRS and when he approach other company he will not get job due to old remarks. - Explain him how hateful attitude other employees have towards him about whom he thinks will come in support in any situations. - Also explain him what image you carry your family will also carry same, quiet possibility your child may have no friends or bad company as friends, your family expect you to work and earn for their livelihood.

Motivate by saying, I am aware you are very fast at work comparing to others I dont want to lose you. If you concentrate on your job I will help you in providing your child education and financial assistance as well. IF NOT SUCCEDED GO TO NORTH INDIAN PERSON (BUDHA). I am aware music is not an issue, since you are in minority he (RAJASHEKAR) and you have conflict. You also have old criminal records, you dont need to fight or be aggressive. If you fight with him I have to fire you and if I fire you, it is South other company will not accept you, might have to leave State in search of job and I dont Know how will you manage burden of family and transfer from one state to other. Whereas Rajashekar fired will get job in some or other company here only since he is South Indian Rajashekar behavior is like this only. Other employees are not against you they are even suppressed by him,He gets power because of your supervisor is in his favour. Whenever supervisor is being bias to you just come along with other employee make strong complaint so that I can take necessary action. I am aware you have hard time to live in such a minority situation. IF NOT SUCCEDED GO TO SUPERVISOR:I am aware you had not done any background check of these two workers before employing them, I am also aware you more of support to Rajashekar. A bias attitude by you has created such an issue. You have to take action at required situation. You not needed to fear of Rajashekar, other employees will come and report you. If you cant take action just report me and complaint of others against him so that, I can take justified action. I dont want you to be like this because of your lazy decision attitude your promotion have been stopped. Sales have decreased. If you are bias people will not respect you, no one will obey your orders, and considerably I have to take action against you. But if you change your attitude I will recommend your promotion again.Possibily you may get two divisions for supervision and 20% increase in salary and other perquisites within next 6 month. AND ALSO GO TO OTHER EMPLOYEES:Consult other suppressed employees/workers:Tell them, management is always with productive, sincere, hard working employees. Our production is falling not due to you all its because of Rajashekar and other such employees. I need evidence and complaints regarding him so that I can take necessary action against him and so that he doesnt threaten you all. Answer 5: Other employees has to first inform any such issues or unethical act to the supervisor, then the supervisor has to handle situation and resolve conflict if any.

If supervisor dose not resolve it and support or favor any worker voluntary have to go and report to manager . If worker does not report to manager of happening events same situation will arrive again. They must have a positive work environment and should follow a protocol so as to avoid such situation in future.

Answer 6: They should have recruitment on merit basis so that they do not select any one with a unacceptable background to ensure the quality nof employees at the workplace. They should provide proper training and develop their skills, so as to handle the subordinates or workforce effectively and efficiently. Should have good negotiation skills to deal with the conflicts of the workforce. Proper support and delegation of authority to the supervisor so that he can take sound decision on time. Like in case of hosur health care, the superior was selected on basis of their seniority or friendship. Superior lacks credibility and respect in eye of employees. Superior were biased. There was no background check of supervisors while recruitment.

Answer 7: Communication is important to maintain peaceful environment in the organization or distribution Centre. Is important to keep workforce, supervisors, managers motivated. To maintain employees-management relations. To resolve conflicts and improves efficiency of employees. As in the case we can see that there was communication gap between employees and management. Lack of intervention from management to solve conflicts. Lack of feedback from employees regarding work conditions and problems Manager must also consult employees personally as form of informal communication to know what is going in organization.