OMM 640
Ethical Decision Making
The University of Arizona Global Campus
OMM 640 Business Ethics and Social Responsibility
Ethical Decision Making
According to Gonzalez-Padron (2015), "Ethical dilemmas occur when a situation requires
one to choose among alternatives that create a values conflict among stakeholders. A dilemma is
a problem involving a difficult choice among two or more equally conclusive alternatives"
(sect.5.3, para.1). Ethics is critical to an organization's business model, but it also aids in the
development of its policies and procedures. Employees recognize the importance of doing the
right thing for the firm, consumers, and society. Employees will face an ethical problem at some
point. Employees will be empowered to make the best ethical decision for everyone if given an
ethical decision-making model. Managers who are well-versed in ethical decision-making will
ensure that the difficulty does not escalate and resolve difficulties. We will look at a current
ethical challenge with the United Airlines firm in this paper. As a guide for ethical decision-
making, the PLUS ethical decision-making model will be used. We will also look at all seven
steps of the decision-making model, how each one may be applied to the dilemma, and how the
technique could have helped the United Airlines corporation avoid an ethical dilemma.
United Airlines Ethical Dilemma
United Airlines overbooked a trip in April 2017 and asked four volunteers to give up their
seats for its four flight attendants who had a last-minute notice. The company had tried multiple
times unsuccessfully to passengers to leave voluntarily by giving compensation in travel
vouchers. When no volunteer came forward, the crew decided to select passengers based on
specific criteria, and when one passenger refused to give up his seat, airport security was called
, and boarded the plane and violently removed the passenger. Other passengers recorded the
incident, which went viral on social media, resulting in widespread criticism against the
corporation. This ethical quandary of dealing with a disobedient customer revealed a great deal
about United Airlines' corporate culture.
Evaluating all seven steps of the ethical decision-making model
The ethical decision-making model has seven parts; the first step is defining the issue,
which entails determining why a specific option was chosen and requesting the intended
outcome. After all, people will grasp the reason for the problem and seek a solution to be
successful, measuring the gap between expectation and reality of the issue before stating the
issue and determining the elements involved to make necessary changes.
The second step is to seek our relevant assistance, guidance, and support. Following
identifying the issue, seek out resources and support to obtain the most up-to-date information to
remedy the situation by making the right decision. Outside resources such as consultants,
counselors, family, friends can all help factor in "such resources for determining parameters,
generating solutions, clarifying priorities, and providing support while implementing the solution
and dealing with the repercussion of the solution" (The PLUS ethical decision-making model,
n.d., para.11).
The third step is to identify available alternative solutions to the problem. Before
deciding on a final solution to the problem, make sure there are other options to pick from. This
lets everyone know that there is not just one way to solve the problem. This creates the
possibility of being stuck into observing either side while limiting a person's options in dealing
with the competing parties.
The fourth step is to assess the alternatives, which entails looking into all available
options and determining if they will result in a favorable or adverse conclusion. A problematic
ethical option will seldom be easy, and the wrongdoing will rarely be rectified entirely with the
Ethical Decision Making
The University of Arizona Global Campus
OMM 640 Business Ethics and Social Responsibility
Ethical Decision Making
According to Gonzalez-Padron (2015), "Ethical dilemmas occur when a situation requires
one to choose among alternatives that create a values conflict among stakeholders. A dilemma is
a problem involving a difficult choice among two or more equally conclusive alternatives"
(sect.5.3, para.1). Ethics is critical to an organization's business model, but it also aids in the
development of its policies and procedures. Employees recognize the importance of doing the
right thing for the firm, consumers, and society. Employees will face an ethical problem at some
point. Employees will be empowered to make the best ethical decision for everyone if given an
ethical decision-making model. Managers who are well-versed in ethical decision-making will
ensure that the difficulty does not escalate and resolve difficulties. We will look at a current
ethical challenge with the United Airlines firm in this paper. As a guide for ethical decision-
making, the PLUS ethical decision-making model will be used. We will also look at all seven
steps of the decision-making model, how each one may be applied to the dilemma, and how the
technique could have helped the United Airlines corporation avoid an ethical dilemma.
United Airlines Ethical Dilemma
United Airlines overbooked a trip in April 2017 and asked four volunteers to give up their
seats for its four flight attendants who had a last-minute notice. The company had tried multiple
times unsuccessfully to passengers to leave voluntarily by giving compensation in travel
vouchers. When no volunteer came forward, the crew decided to select passengers based on
specific criteria, and when one passenger refused to give up his seat, airport security was called
, and boarded the plane and violently removed the passenger. Other passengers recorded the
incident, which went viral on social media, resulting in widespread criticism against the
corporation. This ethical quandary of dealing with a disobedient customer revealed a great deal
about United Airlines' corporate culture.
Evaluating all seven steps of the ethical decision-making model
The ethical decision-making model has seven parts; the first step is defining the issue,
which entails determining why a specific option was chosen and requesting the intended
outcome. After all, people will grasp the reason for the problem and seek a solution to be
successful, measuring the gap between expectation and reality of the issue before stating the
issue and determining the elements involved to make necessary changes.
The second step is to seek our relevant assistance, guidance, and support. Following
identifying the issue, seek out resources and support to obtain the most up-to-date information to
remedy the situation by making the right decision. Outside resources such as consultants,
counselors, family, friends can all help factor in "such resources for determining parameters,
generating solutions, clarifying priorities, and providing support while implementing the solution
and dealing with the repercussion of the solution" (The PLUS ethical decision-making model,
n.d., para.11).
The third step is to identify available alternative solutions to the problem. Before
deciding on a final solution to the problem, make sure there are other options to pick from. This
lets everyone know that there is not just one way to solve the problem. This creates the
possibility of being stuck into observing either side while limiting a person's options in dealing
with the competing parties.
The fourth step is to assess the alternatives, which entails looking into all available
options and determining if they will result in a favorable or adverse conclusion. A problematic
ethical option will seldom be easy, and the wrongdoing will rarely be rectified entirely with the
