Communication Kroger Case Study Providing

Communication

Kroger Case Study

Providing feed back to people in the workplace can be very difficult. As managers progress through their careers it is important that they learn how to communicate effectively in all aspects of managing but especially in providing feedback. Soft drink vendors are notoriously difficult for retail stores to deal with for several reasons. First they supply stores with high turn items that are nationally advertised and very popular with customers. Second they are in constant competition with their rivals for display and shelf space. Finally soft drink vendors are normally under great presser from their distributors to push their product.

The local Pepsi-Cola sales manager in Rosewater, KY, works for Southland Beverages. He is well-known within the company for moving high volumes of product and is exceptionally hot temper. He runs a very tight ship and has a reputation that precedes him. The Kroger store in Rosewater has been experiencing some problems with the Pepsi Company in regards to the product that they are being delivered and the shelf space that they are using. They are also experiencing some issues with the drivers who deliver the product to the store.

Facts

The manager of the Kroger store is made aware of the situation that their employees are having with the Pepsi drivers as well as the other issues and decides that it is time to have a conversation with the manager of the Pepsi Company, Roger Willis. Although the Kroger manager has talked to Roger on the phone several times they have never met with him face-to-face. The manager has identified the issues that they wish to discuss with Mr. Willis at their meeting. There are several things that the Kroger manager wishes to accomplish. First they want to convey in no uncertain terms that their behavior has been less than acceptable.

The manager wants Mr. Willis to assure them that they will quit delivering more products that they order and that they will begin complying with Kroger's request for an appropriate product mix. They also want the Southland Beverage Company to disassemble the endcap display that they put up a week before they should have. And finally the Kroger manager wants an apology for the way Pepsi has behaved.

Solution

There are many universal rules that come into play when providing feedback. The first rule is to be able to communicate plainly. In order for anyone to learn from their mistakes, it is very important that people can get their point across as plainly and succinct as possible. One should present the situation in question with an organized plan in order to resolve the trouble. It is very important to also allow the person on the other end who is receiving the feedback to contribute their own opinion as well. This will help clear the environment about any probable misunderstandings between the two. Everyone should come to an understanding which will lead to a concrete resolution There should always be follow up. It is not enough to merely come to a conclusion and move on. Once the essential steps have been taken care of, one should go back to square one with the person in order to make sure that they are happy with the situation now (How to Give & Receive Constructive Feedback, 2011).

It is important for the manager of Kroger to not go into this meeting with any kind of hostility. They must keep the meeting as neutral as possible in order to assure that their message is received well by Mr. Willis. The last thing that they want to happen is for the meeting to turn into a non-productive fight. This will not get either party anywhere and will not do anything for their working relationship in the future.

Reason

Good business communication fosters good working relationships. In this case the manager of Kroger needs Mr. Willis to understand the things that they feel that is not being done correctly. They also need to work together to remedy the situation so that they can foster a good working relationship from here on out. Neither manger is likely to be going anywhere soon so they need to work together to make the best of the situation at hand. Kroger needs Pepsi products to sell and Pepsi needs to Kroger in order to sell their products. This relationship is beneficial to both sides but yet basic rules have to be followed. It is important for the manger of Kroger to make sure that their expectations are clear to Pepsi and that they understand any expectations that Pepsi may have of them. If both sides come to the table with an open mind this situation can be worked out and the relationship between the two managers will be stronger in the end.