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Problème de taille (A, B et C)

A Pruning Predicament (A, B, C)

Case 9 10 2023 001A-C
Author : 
Languages : 
  • French,
  • English
  • négociation,
  • développement d'affaires,
  • vente,
  • gestion de conflits,
  • éthique
  • negotiation,
  • business development,
  • sales,
  • conflict management,
  • ethics
Year of production : 
2023
Registration date : 
2023-06-05
Teaching notes included : 
Yes
Case document count : 
3

Un incident mineur, envenimé par des problèmes de communication, affecte la relation entre une entreprise et l’un de ses clients. Un tailleur de haies de cèdres, employé par l’entreprise d’entretien paysager TailleVerte, sectionne malencontreusement une guirlande de lumières lors de la tonte annuelle. Steve Bernard, co-propriétaire de la résidence où s’est produit l’incident et membre du comité vert de sa coop d’habitation, avait pourtant proposé de tenir le fil hors de portée du travailleur ! L’accident est banal, mais aurait pu être évité, d’autant plus que M. Bernard estime la valeur des lumières à environ 900 $. L’employé responsable de l’incident indique que M. Bernard sera remboursé pour les dommages, mais le président de TailleVerte semble penser autrement. Ce dernier, Robert Anderson, répond froidement aux courriels… si même il y répond ! Même la douce et compétente directrice du service à la clientèle, Christine Rodriguez, avec qui M. Bernard a l’habitude de traiter, devient impossible à joindre. Après des mois d’attente, M. Bernard apprend que l’entreprise lui refuse un remboursement. Insatisfait de la proposition d’un maigre 100 $ de rabais sur la facture de l’année suivante, il demande à rencontrer les représentants de TailleVerte afin de négocier une entente plus juste.

A minor incident made worse by poor communication skills has embittered the relationship between Trees-R-Us, a small landscaping company, and one of its clients. A hedge trimmer employed by the company inadvertently cut through a few wires during the annual hedge trimming. Steve Bernard, co-owner of the property and member of the co-owners association’s Green committee, had offered to hold the wires out of harm’s way, but his offer had been ignored when he left to make a phone call. While it was a minor incident, it could easily have been avoided. The hedge trimmer responsible for the incident had advised Bernard that he would be reimbursed for the damage, which Bernard estimated to be about $900, but Robert Anderson, president and owner of Trees-R-Us, was unwilling to do so. Bernard had to wait months for an answer and was disappointed by its coldness when it finally arrived. Christine Rodriguez, the company’s customer service manager, had always given him good service in the past, but he was unable to reach her. Bernard was finally told that he would not be compensated for the damage but would be offered a $100 discount on the following year’s contract. Dissatisfied, Bernard had asked to meet in person with Anderson and Rodriguez to negotiate a fairer solution.

Primary domain : 
Marketing  - Sales
Secondary domain : 
Not available
Sectors : 
  • Professional, scientific and technical services
Source : 
HEC Montréal
Type : 
Traditional case (Descriptive or analytical case)
Type of data used in the production of the case : 
Fictional data inspired by real-life situations, but significantly transformed
Event location : 
Canada
Year of start of the event : 
2023
Year the event ended : 
2023
Business size : 
Small- and medium-sized

Illustrer les concepts de négociation suivants :

  • préparation d’une négociation
  • développement de la capacité de négocier
  • importance des relations humaines et d’une communication adéquate lors de la négociation
  • compréhension de ce qui se passe véritablement lors d’une négociation (par exemple, les enjeux, les intérêts, les rapports de force, les parties prenantes, l’aspect financier, etc.) 
  • différents styles de négociateurs et de personnalités 
  • aptitudes utiles pour tout parcours de vie – peu importe le poste occupé en entreprise et le rôle tenu dans la société.

The following negotiation concepts are illustrated:

  • Preparing to negotiate
  • Developing the ability to negotiate
  • The importance of human relations and communication skills to negotiations
  • Understanding what is really happening during a negotiation, including the issues, the interests, the balance of power, the stakeholders, and the financial considerations
  • Different negotiation styles and personality types
  • Helpful aptitudes, whatever your position within a company or your role in society