The employees of a call centre are going on strike because of their unpleasant working condition. They are complaining that they frequently work overtime, are overly observed, and are responsible for arbitrary goals rather than service-related goals, which is their primary role. The union has asked the managers to be given the power to choose their own work hours. The managers compromised by hesitantly offering them flexibility and additional break times. The managers have also commented that the workers have “Neanderthal-like behavior” which insulted the employees.

This article shows how organizational behavior is not well adhered to in this company. The managers are not willing to comply with their employees and meet their needs. They show they don’t share values and are ignorant to understand each other.

The managers of the call centre should be able to understand the high stress nature of the job due to congested working area and the type of customers they are expected to manage. On the other hand, the managers are also responsible for quick and efficient management and maximum profit. Therefore, they want their employees to be quick in dealing with customers and efficiently carrying out their tasks. These different goals and attitudes account for the disorganization and strike within the company. The managers and the employees need to reconstruct their organization behaviors in order to cooperate.

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