Question

You recently started an entry-level job in sales and customer service at a large Canadian telecom company. You were told by your manager that your company is offering a free, 30 day trial of “Fibe Alt TV,” and that you should be suggesting this to customers you talk to. However, you soon learn that this is not in fact a trial, and that customers only receive a free month if they continue the service. You believe that your manager is encouraging sales associates to intentionally mislead customers. You’ve talked with a friend at the company, and she has similar concerns. Imagine you want to raise your concern at your workplace, either to your manager or to someone else at the company.

Drawing on the work of Mary Gentile, specify and explain 2 rationalizations you may possibly encounter. How could you use knowledge of the ways our decision-making can be biased to better craft your response? This part of your answer should mention and explain at least 2 decision-making biases that Gentile considers.

Answer 1

· The two rationalizations that I may possibly encounter are-

                - It’s a standard practice- The salesmen at Canadian Telecom Company would find it as a standard practice. Though this is an unethical practice to mislead the customers, it is evident that it is a standard practice in the company for a long time.

                - It’s not my responsibility- It is evident that other salesmen also know that the customers are misled however my colleagues might just say that I am new to the job and I do not have the authority to change the practice.

· We could use our knowledge of the ways our decision-making can be biased in response to the unethical scenario. We can develop reasoned responses in order to overcome the arguments. In this process, we can consider two important decision making biases, namely-

1. Cognitive dissonance- This decision-making bias rules out all possible information or conclusions which contradict with my already established position in the workplace. It also makes us uncomfortable if the information is considered. Hence, such information/conclusions/decisions are avoided.

2. Self-serving bias- This is similar to cognitive dissonance because in this bias, the employee (or myself as a salesman) would tend to look for information that would support my own views. In this scenario, I would seek information from my peers/seniors to accept the fact that the unethical behavior is acceptable.

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