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Upper Echelon Inc., an American high-tech company, wants to set up operations in a

Question: Upper Echelon Inc., an American high-tech company, wants to set up operations in a foreign country. The company needs to select an entry mode that offers protection of sta propostary technology Which entry mode is most suitable for Upper Echelon? wholly owned subsidiary turnkey project franchising joint venture strategic alliance Show transcribed image textHey champ,Welcome to this platform. Here you will get the answerok with better quality in minimum time. This answers has been given by qualified…View the full answerTranscribed image text: Upper Echelon Inc., an American high-tech company, wants to set up operations in a foreign country. The company needs to select an entry mode that offers protection of sta propostary technology Which entry mode is most suitable for Upper Echelon? wholly owned subsidiary turnkey project franchising joint venture strategic alliance

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Sok es a.a.a working urban youth compare and contrast essay help

 

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Planning and Implementing Treatment Goals with Clients

 

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For this Assignment, review this week’s Resources.  Consider the needs of the urban youth population and the type of group you might build to benefit the population. Think about how you might structure this group and what role you, the social worker, might need to assume in order to support the group members. Finally, reflect on what intervention skills this group might require and the potential group dynamics of which you should be aware while running the group. 

 

Assignment: (2- to 4-page paper in APA format).

Your paper should include:

A description of the population with which you might like to build a group and an explanation of the type of group you might build with this population.
An explanation of the concerns that might be addressed for this population in that group and a description of which cultural structures and values may oppress, marginalize, alienate, create, or enhance privilege and power for this group.
A description of the details you must consider when planning the group. For example, composition of the group, recruitment strategies, format (open or closed), time frame, and use of screening interviews for members.
An explanation of the intervention skills needed for working with this group and an explanation of the potential professional roles the social worker might need to take on as the leader.
An explanation of the potential dynamics to be aware of when running this particular group.

Crj 331: week 5 case study 2: justin ross harris compare and contrast essay help

Upper Echelon Inc., an American high-tech company, wants to set up operations in a

Case Study 2: Justin Ross Harris

Criteria

 

Unacceptable

Below 60% F

Meets Minimum Expectations

60-69% D

 

Fair

70-79% C

 

Proficient

80-89% B

 

Exemplary

90-100% A

1. Take a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Next, discuss two (2) factors which would influence a witness’s ability to make an accurate identification. Provide a rationale for your response.

Weight: 25%

Did not submit or incompletely took a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Did not submit or incompletely discussed two (2) factors which would influence a witness’s ability to make an accurate identification. Did not submit or incompletely provided a rationale for your response.

Insufficiently took a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Insufficiently discussed two (2) factors which would influence a witness’s ability to make an accurate identification. Insufficiently provided a rationale for your response.

Partially took a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Partially discussed two (2) factors which would influence a witness’s ability to make an accurate identification. Partially provided a rationale for your response.

Satisfactorily took a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Satisfactorily discussed two (2) factors which would influence a witness’s ability to make an accurate identification.  Satisfactorily provided a rationale for your response.

Thoroughly took a position on whether or not the judge should allow eyewitness testimony to factor into the jury’s decision on this case. Thoroughly discussed two (2) factors which would influence a witness’s ability to make an accurate identification. Thoroughly provided a rationale for your response. 

2. Summarize the nine (9) sequential steps that comprise the Reid technique for interrogation. Next, identify the step(s) in the process that you believe to be the most important, and support your opinion.

Weight: 20%

Did not submit or incompletely summarized the nine (9) sequential steps that comprise the Reid technique for interrogation. Did not submit or incompletely identified the step(s) in the process that you believe to be the most important, and did not submit or incompletely supported your opinion.

Insufficiently summarized the nine (9) sequential steps that comprise the Reid technique for interrogation. Insufficiently identified the step(s) in the process that you believe to be the most important, and insufficiently supported your opinion.

Partially summarized the nine (9) sequential steps that comprise the Reid technique for interrogation. Partially identified the step(s) in the process that you believe to be the most important, and partially supported your opinion.

 

Satisfactorily summarized the nine (9) sequential steps that comprise the Reid technique for interrogation. Satisfactorily identified the step(s) in the process that you believe to be the most important, and satisfactorily supported your opinion.

 

Thoroughly summarized the nine (9) sequential steps that comprise the Reid technique for interrogation. Thoroughly  identified the step(s) in the process that you believe to be the most important, and thoroughly supported your opinion.

 

3. Choose two (2) of the eight (8) total counts, from the indictment document, and identify the evidence that the police have uncovered to substantiate these counts. Next, identify one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed. Provide a rationale to support your response.

Weight: 20%

Did not submit or incompletely chose two (2) of the eight (8) total counts, from the indictment document, and did not submit or incompletely identified the evidence that the police have uncovered to substantiate these counts. Did not submit or incompletely identified one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed.

Did not submit or incompletely provided a rationale to support your response.

Insufficiently chose two (2) of the eight (8) total counts, from the indictment document, and insufficiently identified the evidence that the police have uncovered to substantiate these counts. Insufficiently identified one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed. Insufficiently provided a rationale to support your response.

 

Partially chose two (2) of the eight (8) total counts, from the indictment document, and partially identified the evidence that the police have uncovered to substantiate these counts. Partially identified one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed. Partially provided a rationale to support your response.

 

Satisfactorily chose two (2) of the eight (8) total counts, from the indictment document, and satisfactorily identified the evidence that the police have uncovered to substantiate these counts. Satisfactorily identified one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed. Satisfactorily provided a rationale to support your response.

 

Thoroughly chose two (2) of the eight (8) total counts, from the indictment document, and thoroughly identified the evidence that the police have uncovered to substantiate these counts. Thoroughly identified one (1) count that you believe the police cannot substantiate with the evidence they have already disclosed. Thoroughly provided a rationale to support your response.

 

4. As a result of the surrounding circumstances and media attention given to this case, speculate on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Determine the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

Weight: 20%

Did not submit or incompletely speculated on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Did not submit or incompletely determined the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

 

Insufficiently speculated on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Insufficiently determined the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

 

Partially speculated on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Partially determined the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

 

Satisfactorily speculated on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Satisfactorily determined the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

 

Thoroughly speculated on the likelihood of officers presuming that Justin Ross Harris is guilty and engaging in investigative bias. Thoroughly determined the impact on the pursuit of justice in this case if the officers have indeed presumed guilt and engaged in investigative bias.

 

5. Support your views with at least three (3) relevant and credible references, documented according to APA.

Weight: 5%

No references provided

Does not meet the required number of references; all references poor quality choices.

Does not meet the required number of references; some references poor quality choices.

Meets number of required references; all references high quality choices.

Exceeds number of required references; all references high quality choices.

6. Clarity, writing mechanics, and formatting requirements

Weight: 10%

More than 8 errors present

7-8 errors present

5-6 errors present

3-4 errors present

0-2 errors present

Cis450 nursing informatics | nursing compare and contrast essay help

 

Data-Based Changes  Write an essay addressing each of the following points/questions. Be sure to completely answer all the questions for each number item. There should be three sections, one for each item number below, as well the introduction (heading is the title of the essay) and conclusion paragraphs. Separate each section in your paper with a clear heading that allows your professor to know which bullet you are addressing in that section of your paper. Support your ideas with at least three (3) citations in your essay. Make sure to reference the citations using the APA writing style for the essay. The cover page and reference page do not count towards the minimum word amount. Review the rubric criteria for this assignment.  Identify one aspect of big data and data mining that is interesting to you. Explain the concept and how it might bring value to healthcare. Describe the concept of continuity planning. If you were the director or manager for your current workplace, describe the preparedness program you would recommend. Locate an article discussing the use of informatics in healthcare education of the general public or of nursing students. Discuss the benefits and drawbacks to using technology in this situation and recommendations from the author. Do you feel this use of technology is a viable method of educating (the public or nursing students)? Why or why not? Assignment Expectations:  Length: 500 words per essay prompt/section (1500 total for this assignment)  Structure: Include a title page and reference page in APA style. These do not count towards the minimal word amount for this assignment. All APA Papers should include an introduction and conclusion.  References: Use the appropriate APA style in-text citations and references for all resources utilized to answer the questions. Include at least three (3) scholarly sources to support your claims.  Rubric: This assignment uses a rubric for scoring. Please review it as part of your assignment preparation and again prior to submission to ensure you have addressed its criteria at the highest level.  Format: Save your assignment as a Microsoft Word document (.doc or .docx) or a PDF document (.pdf)  File name: Name your saved file according to your first initial, last name, and the module number (for example, “RHall Module 1.docx”)

The archimedean property for the rational numbers states that for all compare and contrast essay help

22.a. The Archimedean property for the rational numbers states that for all rational numbers r, there is an integer n such that n > r. Prove this property. (do not solve)
22.b. Prove that given any rational number r, the number -r is also rational. (do not solve)
22.c. Use the results of parts (a) and (b) to prove that given any rational number r, there is an integer m such that m < r.

23. Use the results of exercise 22 and well-ordering principle for the integers to show that given any rational number r, there is an integer m such that m <= r < m + 1.
Hint: If r is any rational number, let S be the set of all integers n such that r < n. Use the results of exercise 22(a), 22(c), and the well-ordering principle for the integers to show that S has a least element, say v, and then show that v – 1 <= r < v.
32. Prove that if a statement can be proved by ordinary mathematical induction, then it can be proved by the well-ordering principle.
Hint: Given a predicate P(n) that satisfies conditions (1) and (2) of the principle of mathematical induction, let S be the set of all integers greater than or equal to a for which P(n) is false. Suppose that S has one or more elements, and use the well-ordering principle for the integers to derive a contradiction.

be sure to list your references at the end of your… compare and contrast essay help

Be sure to list your references at the end of your post, include in-text citations where applicable, and be sure that both are in APA format.

In our current lab, “Population Biology,” we are learning the principle of competitive exclusion: that no two species can occupy the same niche. Now, let’s take this concept and expand it to the scale of the entire Earth. The human population recently reached 7 billion people. Do you feel we are nearing the Earth’s carrying capacity for our species? Discuss any impacts the exponential growth of our species could have on other species and their habitat. Finally, explain what you could do to reverse the trend of competitive exclusion by humans so that we do not exhaust the limited resources of the Earth?

Don’t forget to back up your arguments with properly cited references.
Additional Requirements

Min Words: 300
Max Words: 500
Min Pages: 1
Max Pages: 2
Other Requirements: Be sure to list your references at the end of your post, include in-text citations where applicable, and be sure that both are in APA format.

In our current lab, “Population Biology,” we are learning the principle of competitive exclusion: that no two species can occupy the same niche. Now, let’s take this concept and expand it to the scale of the entire Earth. The human population recently reached 7 billion people. Do you feel we are nearing the Earth’s carrying capacity for our species? Discuss any impacts the exponential growth of our species could have on other species and their habitat. Finally, explain what you could do to reverse the trend of competitive exclusion by humans so that we do not exhaust the limited resources of the Earth?

Don’t forget to back up your arguments with properly cited references

assignment 2: lasa 1: organisms in your biome compare and contrast essay help

Assignment 2: LASA 1: Organisms in Your Biome

I Live in a Desert Biome Please do not do this assignment on anything besides a desert biome. I live in whats called the high desert it is extremely hot year around except in winter then it is freezing and sometimes snows! Look it up if you dont know what it is. Academic slides= actual work not clip art of images. No more than 20 slides!


Assignment 2: LASA 1: Organisms in Your Biome
In this assignment, you will create a Microsoft PowerPoint presentation that exhibits the different organisms in your current biome.
Include the following in your presentation:
Describe Your Own Environment

Consider the natural environment or biome found in the geographic area where you currently live. For example, if you live in the Midwest, the natural biome for this area is the grassland. If you live in Alaska you are likely to live in either the tundra or the boreal forest. Describe the main features of the biome found in your geographic area. Include features such as the environment (moisture, temperature) and any topographic features that would influence the climate (mountains, large bodies of water, etc.).
Identify Ten Organisms

Make a list identifying at least ten organisms—at least five plants and five animals—that live in your biome, and describe how these organisms interact with one another. For example, is the relationship competitive or symbiotic?
Describe Each Organism and its Environmental Needs

In the speaker notes section in your presentation, briefly describe these ten organisms and the type of conditions—that is, moisture, warm temperatures, or a type of plant—they need in order to survive. Be sure to include the interactions between these organisms and the resources they need to survive. You may wish to use various tools available in Microsoft PowerPoint to visually depict these relationships.
Hypothesis of a New Environment

Consider a situation where the temperature of the climate was to increase by an average of ten degrees Celsius. Address the following:
How would these organisms survive if the temperature warmed up this much?
Would they stay or move to a more suitable environment?
Would a new species move in?
How would migratory species be impacted?
What would happen to your biome?
Now, consider if your biome changes with the temperature shift. Address the following:
What types of plants and animals do you think would live there?
What will happen to the rarer species? Will they cease to exist?
Identify five plants and five animals that you feel would inhabit this warmer area.
Describe this new ecosystem and the new interactions that will most likely exist.
Additional Topics to Include

How would environmental management practices change in your area?
Would this drastic shift in temperature impact culture and society in your area?
Would you still choose to live in this area after a drastic shift in temperature? Give reasons to support your answer.
Use pictures from the Internet to represent your chosen species, and give credit to these Web sites. Support your statements with 3–5 credible sources. Use the last slide of your presentation as a reference slide.
Develop a 10–15-slide presentation in Microsoft PowerPoint format. Apply APA standards to citation of sources. Use the following file naming convention: LastnameFirstInitial_M3_A2.ppt.

Sexuality education and parents – | psychology | Colorado Northwestern Community College compare and contrast essay help

 BOOK: Olson, D. H., DeFrain, J, and Skogrand, L. (2014). Marriages and Families: Intimacy, Diversity, and Strengths (8th ed.). New York, NY: McGraw-Hill Higher Education. 

Assignment:

Chapter 6 discusses the lack of direct instruction from parents to their children in the areas of sexuality, sexual intercourse, and birth control. The textbook authors also look at the powerful influence that parental communication can have in forestalling or postponing a child’s sexual activity. After reading the text, critically evaluate the following questions:

In what ways (positive or negative) do you see the media educating kids about sex? What role should parents take in reacting to these influences?   
What role do you believe school settings or church communities should have in educating kids about sexuality, sexual intercourse, and birth control?
What is the value in parents having a more open dialogue with kids about sex?
What evidence can you include (scholarly sources) that would support your opinions? 

Instructions:

Paper length should be approximately 700-750 words
Use APA style, including a cover page and reference page.
Introductory Paragraph, setting forth a clear statement of your assignment.
Conclusion, a concise statement that reaffirms your assignment.
Cite a minimum of 2 sources (APA). This can include the textbook, or other outside materials.

Assignment 1.2: conflicting viewpoints essay – part ii compare and contrast essay help

Synthesizing and Writing
Due Week 4 and worth 100 points

When looking for information about a particular issue, how often do you try to resist biases toward your own point of view? This assignment asks you to engage in this aspect of critical thinking.
The assignment is divided into two (2) parts.
For Part I of the assignment (due Week 2), you read a book excerpt about critical thinking processes, reviewed the Procon.org Website in order to gather information, and engaged in prewriting to examine your thoughts.
* Remember that in the Week 2 Discussion, you examined the biases discussed in Chapter 2 of the webtext.

In Part II of the assignment (due Week 4), you will write a paper to synthesize your ideas.
Part II – Writing
Write at three to four (3-4) page paper in which you:
1. State your position on the topic you selected for Assignment 1.1.
2. Identify (3) three premises (reasons) from the Procon.org website that support your position    and explain why you selected these specific reasons.
3. Explain your answers to the “believing” questions about the three (3) premises opposing your position from the Procon.org website.
4. Examine at least two (2) types of biases that you likely experienced as you evaluated the premises for and against your position.   
5. Discuss the effects of your own enculturation or group identification that may have influenced your biases.
6. Discuss whether or not your thinking about the topic has changed after playing the “Believing Game,” even if your position on the issue has stayed the same.
The paper should follow guidelines for clear and organized writing:

Include an introductory paragraph and concluding paragraph.
Address main ideas in body paragraphs with a topic sentence and supporting sentences.
Adhere to standard rules of English grammar, punctuation, mechanics, and spelling.
Your assignment must follow these formatting requirements:
This course requires use of Strayer Writing Standards (SWS). The format is different than other Strayer University courses. Please take a moment to review the SWS documentation for details.
The specific course learning outcomes associated with this assignment are:
Identify the informal fallacies, assumptions, and biases involved in manipulative appeals and abuses of language.
Create written work utilizing the concepts of critical thinking.
Use technology and information resources to research issues in critical thinking skills and informal logic.

Need on friday | Human Resource Management homework help compare and contrast essay help

Your student team is a human resource consulting group, T&D Consulting (T&DC). T&DC has been asked to assist Company XYZ with some employee concerns. The in-house human resources team was recently downsized, and the remaining director of HR (Genevieve Lesst) has hired your team to assist. Your job is to review the situation, consult with each other openly, and then provide recommendations. Director Lesst has asked for a full recommendation from each of you singly, not just one from the team, because she wants to review all of your solution ideas and pick from them. Further, she wants to watch your consultation process and method, because she feels this will give her better insights as to which approach will work the best. She is also considering whether to hire your group for a longer term project in the future.

For this project, you are provided background on four employees who have moderate to serious performance issues. She wants your suggestions on how to assist them, because there are legal, ethical, and workload concerns at this time, and termination is not an option for any of the four for reasons that may make sense to you soon.

Jerry Dial and Francesca Corlione: International Accounting Department

Jerry Dial is 35 years old and is the vice president of the International Accounting Department, reporting to Betty Farragher, group vice president of accounting. Betty reports to the CFO, and both Betty and the CFO are frustrated with Jerry’s productivity over the past few years. They feel that they should not toss him out yet. Jerry is the son of the CFO’s best friend and fraternity brother, and Jerry practically grew up in the CFO’s house.

Jerry started working for XYZ 14 years ago directly after graduating from Penn State with a degree in accounting. He earned his CPA soon thereafter. He moved up the ladder of management quite quickly, becoming the director of international accounting at age 28. When all director positions were retitled vice president in 2008, Jerry became the company’s youngest VP. While working at XYZ, Jerry also got a master’s degree in business administration (MBA), for which the company paid.

In 2009, Jerry was diagnosed with multiple sclerosis and took FMLA leave for 6 weeks. When Jerry returned, his production level markedly decreased, and his personality had changed from being a driven but easy-to-get-along-with kind of guy to cynical, snappish, and often overwhelmed. His role requires long hours and frequent travel. His illness has impacted his ability to travel, so in line with his authority as VP, he has delegated a good portion of the travel to a member of his team, Francesca Corlione. Jerry manages a department of 25 accountants, three of whom are direct reports to him; those three manage the others. Francesca manages 10 accountants, and her frequent travel means that her team sees her very little. Her team members have a lot more free time and flexibility than the other two teams do. When she is out of the office, she has one of her folks “oversee her flock,” as she puts it, and most of them goof off.

Francesca enjoys travel, perhaps a bit too much, because she spends a great deal of her work trips shopping and seeing the sights, and a few of XYZ’s global partners and foreign department heads are complaining that she is very hard to pin down when she is in their locations. Francesca was selected for this role because her ability to speak multiple languages makes it possible to send her overseas without an interpreter, which saves the company considerably; thus, Jerry has overlooked her penchant for play. Further, Jerry is concerned that if he comes down too hard on Francesca, the travel role will fall back to him, and his wife has forbidden him to travel more than once a year as his doctor has recommended. Even that trip seems to set him back in his treatments and condition’s stability each year.

Francesca is 38 years old and has an associate’s degree in accounting and bachelor’s degrees in Chinese, French, and German. She also has her CPA license, although the license lapsed last year due to her not completing her continuing education requirements. (One of the company requirements for all senior level accounting employees is that they have valid, current CPA licenses from at least one state in the United States or an equivalent license from a foreign country.) The company pays for all continuing education requirements for required licensing.

The HR director is mainly concerned because the project Francesca and Jerry are working on with their global partners and foreign departments is behind schedule—seriously behind schedule. The entire company is trying to switch from the generally accepted accounting principles (GAAP) to Financial Accounting Standards Board (FASB) methods. The goal was to have the entire accounting system shifted by 6 months ago, and the board of directors is concerned. It appears the entire project may need to be restarted. Due to Jerry’s illness and Francesca’s knack for finding other things to focus on besides work and school, neither of them is up to speed on the changes, and it is time to get things redirected. Further, as a result of the HR department’s downsizing, no performance appraisals have been done for the last 3 years, and Jerry’s other two direct reports are starting to threaten to quit. Each has filed confidential complaints with the HR department because Francesca is not managing her team (because she is doing Jerry’s work) and her team is not doing its share of work.

Your consulting group has been asked to come up with some solutions and ideas on getting this project and department back on track through training and/or development of Jerry and Francesca.

Sara Sigfried and Harry S. Potterfield

Sara Sigfried, assistant vice president, was recently promoted to take over the customer service department of XYZ. The customer service department has five divisions: (1) online chat, (2) call center, (3) store-based live, (4) online returns, and (5) vendor warranty interface. Each of the divisions has a manager who reports to Sara, and all are stationed throughout the country in one of the company’s headquarters.

Sara works from the home office, which is located in Pittsburgh, PA. The head of online chat, Frank Doughboy, works from home (remotely) and lives in dual locations—in the summer he lives in North Dakota and in the winter he lives in the Bahamas. One of the drawbacks to his working from the Bahamas is that the Internet there can be somewhat iffy. When he is down, it makes working with him quite difficult, although he does have an iPhone and an iPad, which are typically able to access cellular networks. He has 20 employees scattered throughout the country who are all part-time and all work remotely. The online chat team has a benchmark metric process, and the team has not met their goal numbers this year. Sara and Frank have a very close working relationship because Sara used to work for Frank, and every year she has spent her 3 weeks of vacation with him in the Bahamas. Her promotion meant that Frank did not have to consider relocating to Pittsburgh, for which he is very thankful. It also means she has 6 weeks of vacation now and plans to spend it, free of charge each year, staying with Frank in the Bahamas. Sara’s boss is starting to come down on her for Frank’s team’s metrics. A meeting is scheduled regarding the same in a few weeks for Sara’s boss, the HR director, and Sara to discuss.

The call center head, Melissa Mayweather, is a new hire and is the boss of Harry S. Potterfield. Melissa inherited the problem of Harry S. and has asked HR for some help. She wanted to fire him right away, but Harry was involved in a harassment situation earlier in the year before Melissa was hired, and the HR director said that she is concerned Harry will sue the company (and potentially win) if he is fired at this time. Melissa’s predecessor was an outspoken homophobe who bullied Harry (an openly gay man who lives with a domestic partner, a prominent local lawyer) and who permitted others on the team to bully him as well. After Harry filed a complaint with the EEOC and an investigation ensued, Harry’s previous boss retired suddenly and Melissa took over the team.

Since filing the complaint (and receiving a confidential settlement with the company), Harry has been very critical of the company publicly on social media sites and has also started openly speaking with union representatives to discuss unionizing the call center operation. For the last 6 months, Harry has badmouthed the company on customer service calls and has been openly rude to customers who call, including hanging up on a few who were immediately irate when he answered the phone. Part of the call center job duties are to warmly transfer calls to other departments when absolutely necessary, but the call center staff are supposed to try to handle issues up front when possible and only escalate when the content of the call is beyond the knowledge or skills of the call center person.

The service level agreement for call center staff is to handle all calls deemed minimal concern within 3 minutes, billing concerns within 5 minutes, and technical concerns within 10 minutes. Harry has met his time requirements all year, but by listening to recorded calls (which Melissa implemented for quality control purposes in the past few months), it has been determined that Harry meets these goals by disconnecting the calls 30 seconds before his required times are up. He also refuses to give out his badge number when asked by customers.

Harry (and the rest of the team) knows that Melissa implemented the recorded call requirement recently but figured she would not have time to listen to the calls. Unbeknownst to the team, she hired her son as an intern recently and has had him listening to all calls and determining issues in the department. Her son is 16 years old and a high school junior, but he is very bright. The HR director is somewhat concerned because her daughter goes to school with Melissa’s son, and he has been heard discussing with his friends at school many of the details he hears on the recordings and has talked about Harry in a derogatory fashion. He told one of his friends (who told Director Lesst’s daughter) that he heard Harry calling one of the customers a “B-word” on one of the calls. The HR director has asked your team to keep this information confidential and not share it with any of the employees, because she is concerned it could create more liability issues for the company.

Please consider the following issues when posting.

Consider what other information the team might want to have to assist with the process, the manner in which you may want to go about collecting more information, and the steps of doing so. You may want to discuss this in your feedback loops and first posts.
You will need to make all recommendations based on the information provided here.
You have all training and development tools you can think of at your disposal for suggestions.
If you decide to use a performance improvement plan for any of the four employees, be sure to include the details (at least in outline form) in the suggestion. (It is likely that at least one employee needs a PIP.)
Be sure to only make suggestions for the four employees listed in the problem. Remember that you are paid contractors and Director Lesst is watching your interaction in the consulting thread.

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