Is Anyone Listening?

Situation 2

I feel that the situation is unethical. Monitoring people's calls is an invasion of privacy. Although there shouldn't be any personal phone calls made unless there's an emergency, the calls that are made should be treated as if they were. Supposing an employee was discussing with a doctor about a medical condition and felt that they didn't want anyone to know about it. If that call was randomly monitored, than that employee's business would be known to others without permission. In the situation given, the manager overheard Ricki's weekend plans. This isn't as severe because she shouldn't have been making a personal phone call, but it is still invading her privacy. There are other ways to improve customer service quality, than monitored calls.