1. Introduction 1.1 Authorisation 1.2 Background Burlington Business System (BBS) is a call centre enterprise. It has really done well within past two years which resulted in expansion in its operations, activities and increase in number of employees. The main performance based issue for BBS nowadays is that customers don’t get really satisfied by the services its workers provide. And after doing a small research on finding the source, the management has accomplished that the main reason of customers’ dissatisfaction is that of disconnection of customers’ calls before it reach to its maturity. In order to roll back the calls, customers have to go through a long process all over again to get back to queries, which is quite disappointing for customers. To resolve this issue BBS has introduced a new approach which is not going to be terminated that easily. Introducing this approach has evoked other issues as well in BBS which also need serious concentration from management like altering the previous performance measurement structure for its workers, before introducing the new one, the success factor for any worker or operator was the time they spent on calls or attending a customer but premature termination of calls was also very closely related to this success factor, that is why it needs to be resolved. A conflict has been raised between workers and management of BBS. 1.3 Scope The scope of this report is to provide the information concerning resolution of this issue, in a manner that is understandable by the audience of this report. Further to this, the report also highlights the conflict of management interests with NTEU workers interests, and the approach we chose for negotiation. Before choosing the right approach for negotiation it has been taken into considera ...