The Decision-Making Process

Evaluate the role of communication in the decision-making process.

Read the following scenario in which the decision-making process was ineffective:

Little Closets (LC) is a children’s clothing store chain. One of the stores includes eight employees: Diedra, the store manager; Amber, the full-time assistant manager; Chelsea and Graciella, both part-time assistant managers; and four sales associates. Their rank in the organization is as listed above, from highest to lowest. Diedra has been with LC for 8 years, Amber for 2, and Chelsea and Graciella for 3 years each.

Little Closets has been in business for 17 years and has been profitable. However, new corporate management and economic changes have resulted in a decision to restructure the staff in the stores. The store manager and full-time manager positions will stay the same, and they will get a raise. The part-time assistant managers will be given new titles of “sales leads.” They will not receive a raise, will no longer be able to earn paid time off, and will be less involved in decision making.

Diedra’s boss, the district manager, Lisa, calls her and informs her of these changes, asking her not to tell Chelsea and Graciella until the next week when Lisa will be in the store with paperwork that clearly defines the changes in their roles. Diedra says she will not tell, but feels uncomfortable with that choice. She discusses the changes with Amber who encourages Diedra to tell Chelsea and Graciella. Still unsure, Diedra calls a store manager at a nearby location who says, “You have to tell them! Do not listen to Lisa. They will be mad at you if you do not tell.”

After talking with Amber and the other store manager, Diedra calls Chelsea and Graciella in for a meeting, revealing what she knows. Chelsea and Graciella are upset and begin asking questions about such as when the changes will be in effect, if there are any positive benefits to offset the negatives, and if the reduced responsibilities will be comparable with the reduced salary. Diedra does not know the answers to these questions, and responds, “I do not know. I just thought you should know as soon as possible. Lisa will be here next week to discuss the details.” Now Chelsea and Graciella are offended, confused, and considering quitting.

Write a 2- to 3-page paper addressing this scenario based on what you learned about the decision-making process this week.

Include the following in your paper:

What decision needed to be made?
What factors influenced the decision? Describe the decision-making process that was used.
How could that decision have been communicated in a way that valued and respected all employees?
What role did groupthink play in this scenario? What effect did it have? Was it overcome? If so, how? If not, how could it have been overcome?

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