Conflict Negotiation Scenario

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Running head: CONFLICT NEGOTIATION SCENARIO

Conflict Negotiation Scenario
University of Phoenix HCS587

Conflict Negotiation Scenario
TradeStation Securities is an online brokerage company where I was employed as the Client Service Director in charge of the Florida and Chicago Client Service Associates which, totaled 90 employees. Due to the strict rules and regulations of the Financial Industry Regulatory Authority (FINRA) any employee handling brokerage accounts for customers must have their securities license known as the Series 7. When I was hired in January 2008, my contract included that within the first year of employment I needed to study and obtain this license. I also was in charge of ensuring that each employee within the Client Service Department obtained their licenses as well.

My department was extremely unorganized and there were no procedures in place for the employees. My first task was to create a flow chart of the Client Service procedures and how they were linked to providing excellent customer service. I linked the procedures and showed how the procedures were linked to other departments of the company. I presented my chart at the first weekly management meeting and received approval from all department managers that were involved. Everything was going as planned until a scandal between the sales department and a client changed everything. The President of my department was also the President of the Sales Department as well and due to the issue with the sales department he was asked to resign. The Vice President of the company took over both departments until a replacement was found.

I met with the Vice President and discussed with him the plan I created and how the implementation was progressing. He was concerned that I was hired without my licenses and expressed to me the importance of obtaining them. I discussed with him my contract and explained to him that I was about two weeks away from being prepared to take the exam....
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