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Karen worked for a division of a pharmaceutical company as a member of the technical support team

Management

Karen worked for a division of a pharmaceutical company as a member of the technical support team. Among her many responsibilities were keeping the division’s desktop computers, laptop computers, printers, and smartphones in working order. Gus, her manager, who had been with the company for about 10 years, had a general understanding of what the tech support staff was doing, but he was more of an administrator than a specialist in communication technology. Several times in recent weeks, Gus complained to Karen and a few other team members about a problem he was having with a digital television set connected to an internal (rabbit ears) antenna. During a lunch break, he explained to Karen, “I’m going a little crazy. I have four television sets at home. The two big ones are satellite connected and they work just fine. I have a small set in the family room in the basement connected to rabbit ears, and the reception is reasonably good. I am picking up the digital signals with a few halts here and there, but I am getting the reception I need.” “The problem I have is with a relatively new set connected in our upstairs bedroom. I did the channel scan about one year ago, and I was getting the network channels I needed. A few weeks ago, I stopped receiving the channels I needed. All that was left was HSN (Home Shopping Network). I must have done a channel scan twenty times to try to fix the problem. Plus, I rotated the antenna a few times. I called tech support at the manufacturer of my set, and the rep couldn’t help. He told me to telephone the FCC (Federal Communication Commission). I did that, followed the rep’s instructions, and still no signal.” Karen agreed that Gus was facing a frustrating problem, but noted that many people using antennas on their TV sets have lost reception since the conversion from analog to digital in 2009. A week later, Gus spoke to Karen again about his TV reception woes. He then asked Karen, “How about you coming over after work some night to help straighten out my TV problem? My wife and I would really appreciate your help. You’re a great tech fixer.” Karen pondered for a moment, thinking that Gus was making an unreasonable demand. She replied, “Gus, let me think about your request. I really don’t know a lot about TV reception. Also, I am pretty much tied up after work for a couple of weeks.” With a frown on his face, Gus said, “Karen, I know you can help. Please don’t let me down.” Case Questions 1. What do you see as any potential ethical issues in Gus’s request that Karen attempt to fix his TV set reception problem? 2. What advice might you offer Karen for dealing with this problem? 3. How do Gus’s demands fit into the category of expecting Karen to exhibit strong organizational citizenship behavior?

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