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.

1. How does management reintroduce civility to the workplace to keep peace between different

factions?

2. 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?