Negotiation Stakeholders in Crisis
How to Survive, Adapt, and Thrive in Disruption
Disruption #1: Tylenol Poisonings and Product Recall
My first job was field sales with Johnson & Johnson/McNeil, makers of Tylenol, the number-one selling over-the-counter pain relief medication. On September 29, 1982, eight people in Chicago died from ingesting Tylenol capsules laced with cyanide. McNeil pursued a compromise negotiation strategy with law enforcement, hospitals, and retailers. All Tylenol manufacturing facilities were made available for the FBI to investigate. McNeil self-initiated a total product recall destroying 31 million Tylenol packages while refunding stores and hospitals hundreds of millions of dollars. Wall Street, the media, ...
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