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wrote...
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6 months ago
Scenario: Lei received a quick phone call from one of the location managers about replacing some equipment. She agreed in principle that the equipment should be replaced, but mentioned that Dalman was investigating another source for the equipment and perhaps they should wait until she and Dalman had reached a decision. Two weeks later, Lei received an invoice for the new equipment! Visibly angry, she called the manager to inquire why he had ordered the equipment after their conversation. The manager stated that Lei had agreed that the equipment needed to be replaced. He was adamant that this was what he heard Lei say. The equipment was expensive and Dalman was hoping to order several pieces from one source to maximize discounts per unit.

Based on the section about Communication Pitfalls in the Bateman and Snell text, describe some ways that Lei could have avoided this situation.

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3 Replies
wrote...
Staff Member
6 months ago
It looks like the case that the manager clearly has a wrong perception of Lei’s comments. He assumes that Lei was in agreement with him over the fact that the equipment had to be replaced, which is why the manager ordered the equipment in the first place. Lei could have taken some measures to avoid such situations.
    
When the manager asked Lei, she could clearly tell that it was not possible for her to accept his request and she should state when it would be possible.
    
Alternatively, Lei should have put the manager at a stop. She should clearly explain that an investigation was being carried into prices and acquisitions and decision could not be taken till Dalman came up with that report.
    
Lei could also made manager to accept with her that both would have a discussion again and finalize the proposal once she got report from Dalman.
    
Lei could also tell the manager that the issue should be discussed over the phone and it was better if both were discussed face to face, possibly at a meeting.
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wrote...
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6 months ago
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Though Lei agreed to replace the equipment and also stated that she will check with Dalman, let the location manager know. Ordering the equipment by the location manager is a the wrong way of doing it. Though location manager states lei agreed to replace the equipment doesn’t mean to location manager to order own.

Lei would have avoided the statement of agreeing to replace the equipment without checking with anyone. Should have made a statement that she will check with Dalman and update or she would have stated that she will check with the company warranty further with supplier. She can also avoid the situation by stating the company has empaneled vendor, will check with them and let location manager know thee update or Lie would have told the I will check with the equipment company on the warranty and replacement terms
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wrote...
6 months ago
It looks like the case that the manager clearly has a wrong perception of Lei’s comments. He assumes that Lei was in agreement with him over the fact that the equipment had to be replaced, which is why the manager ordered the equipment in the first place. Lei could have taken some measures to avoid such situations.
    
When the manager asked Lei, she could clearly tell that it was not possible for her to accept his request and she should state when it would be possible.
    
Alternatively, Lei should have put the manager at a stop. She should clearly explain that an investigation was being carried into prices and acquisitions and decision could not be taken till Dalman came up with that report.
    
Lei could also made manager to accept with her that both would have a discussion again and finalize the proposal once she got report from Dalman.
    
Lei could also tell the manager that the issue should be discussed over the phone and it was better if both were discussed face to face, possibly at a meeting.

It looks like the case that the manager clearly has a wrong perception of Lei’s comments. He assumes that Lei was in agreement with him over the fact that the equipment had to be replaced, which is why the manager ordered the equipment in the first place. Lei could have taken some measures to avoid such situations.
    
When the manager asked Lei, she could clearly tell that it was not possible for her to accept his request and she should state when it would be possible.
    
Alternatively, Lei should have put the manager at a stop. She should clearly explain that an investigation was being carried into prices and acquisitions and decision could not be taken till Dalman came up with that report.
    
Lei could also made manager to accept with her that both would have a discussion again and finalize the proposal once she got report from Dalman.
    
Lei could also tell the manager that the issue should be discussed over the phone and it was better if both were discussed face to face, possibly at a meeting.

      
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