More than forty thousand Verizon workers went on strike in 2016 (Figure 6.13). The strike was eventually settled, with workers getting a raise, but bitter feelings and distrust remained on both sides.

Workers thought management salaries were too high; management thought workers were seeking excessive raises. To continue basic phone services for its customers during the strike, Verizon called on thousands of non-union employees to perform the strikers' work.

Non-union staff had to cross picket lines formed by fellow employees to go to work each day during the strike. Enmity toward these picket-line crossers was exceptionally high among some union members.

• How does management reintroduce civility to the workplace to keep peace between different factions?
• How could Verizon please union workers after the strike without firing the picket-line crossers, some of whom were Verizon union employees who consciously chose to cross the picket line?