Case #1
Sydney Groves has been the director of advertising (DA) for MegaAds, Inc. for eight years. She manages a staff of 10 employees organized into five teams. Each team consists of an account executive (AE) and an assistant account executive (AAE). The AEs are responsible for bringing clients to the firm. They receive a percentage (3 percent of the overall contract) for every client they bring in.
The AAEs are responsible for the actual production of the ads. They are paid on a straight salary and do not receive additional compensation for any client work they do. Once the AE secures the client, she meets with the assigned AAE to discuss the client's requirements. The AAE then composes the ad by writing the copy and developing the artwork. As the work develops, the two work closely to ensure that the client is happy with the end product. Only the AE, however, has direct contact with the client.
Flora Gardens is an AE. Her AAE is Jeremy Jetson. The two have worked together for several years on a number of client accounts. In the past, they have had a good working relationship. Jeremy has not seemed to mind the fact that Flora is paid on commission when she brings in a client. After all, he receives a good salary, and he gets a great deal of satisfaction knowing that he actually designed the ad.
The Conflict:
Flora recently brought a one-million dollar contract into the firm, but it was not easy. The client was difficult, and Jeremy spent countless hours (much of it uncompensated, after hours and on weekends) on rewrites and redesign of the artwork. On a couple of occasions, he even suggested to Flora that perhaps it would be better if he, too, could meet with the client to iron out the issues. He thought it would save time and produce a better product. Flora, however, insisted that only she could meet with the client as per the firm's policy. Jeremy became increasingly frustrated because it was clear that he was doing most of the work. He finally blew up when Flora pranced around gloating about how she had single-handedly brought in the largest contract ever in the firm and earned a $30,000 fee! Jeremy went to Sydney, the DA to complain. He suggested that maybe it was time they reevaluate their policies for how employees were compensated and how they worked together. After all, he explained, it really wasn't fair that he and the other AAEs did most of the actual work, but were not compensated accordingly.
The Un-Resolution:
Sydney turned a deaf ear to Jeremy's complaint. She told him the policy for compensation had been created before he came, and that up until now, there had not been a problem. She then advised him to get along with Flora—or else! Jeremy left the office feeling dejected because the problem had not been resolved. He also muttered that Sydney was like an ostrich that stuck its head in the sand and refused to recognize when there was a real problem. After all, he was aware that many of the other AAEs felt as he did, but were afraid to say anything. In fact, several had intimated that they were looking for other employment. A couple of days later, Flora delayed giving Jeremy information related to additional changes the client wanted. Unaware of the needed changes, Jeremy finished up the project and went to an early lunch. After he left, Flora put the latest changes in his in-box. Later in the day, Jeremy took what he thought was the finished ad campaign and put it in Flora's in-box. Without looking at it, Flora took the ad to the client only to find out the latest changes had not been made. The client became upset and threatened to cancel the contract if the changes were not made by the end of the day. Flora returned to the office convinced that Jeremy had deliberately tried to make her look bad. She charged into his office accusing him of sabotaging her latest contract. A heated argument followed. Jeremy admitted that he was still angry over the outcome of the last contract, but that he would never resort to sabotage. He also admitted, however, that he did not think he could work with Flora anymore.
Sydney threw her hands up and said, "I give up! Why can't you all just get along?" She later decided to call in a conflict resolution consultant to help.
You have been called into to help mediate this conflict. Knowing what we have covered up to this point in our course, how would you go about resolving this conflict?
Sydney Groves has been the director of advertising (DA) for MegaAds, Inc. for eight years. She manages a staff of 10 employees organized into five teams. Each team consists of an account executive (AE) and an assistant account executive (AAE). The AEs are responsible for bringing clients to the firm. They receive a percentage (3 percent of the overall contract) for every client they bring in.
The AAEs are responsible for the actual production of the ads. They are paid on a straight salary and do not receive additional compensation for any client work they do. Once the AE secures the client, she meets with the assigned AAE to discuss the client's requirements. The AAE then composes the ad by writing the copy and developing the artwork. As the work develops, the two work closely to ensure that the client is happy with the end product. Only the AE, however, has direct contact with the client.
Flora Gardens is an AE. Her AAE is Jeremy Jetson. The two have worked together for several years on a number of client accounts. In the past, they have had a good working relationship. Jeremy has not seemed to mind the fact that Flora is paid on commission when she brings in a client. After all, he receives a good salary, and he gets a great deal of satisfaction knowing that he actually designed the ad.
The Conflict:
Flora recently brought a one-million dollar contract into the firm, but it was not easy. The client was difficult, and Jeremy spent countless hours (much of it uncompensated, after hours and on weekends) on rewrites and redesign of the artwork. On a couple of occasions, he even suggested to Flora that perhaps it would be better if he, too, could meet with the client to iron out the issues. He thought it would save time and produce a better product. Flora, however, insisted that only she could meet with the client as per the firm's policy. Jeremy became increasingly frustrated because it was clear that he was doing most of the work. He finally blew up when Flora pranced around gloating about how she had single-handedly brought in the largest contract ever in the firm and earned a $30,000 fee! Jeremy went to Sydney, the DA to complain. He suggested that maybe it was time they reevaluate their policies for how employees were compensated and how they worked together. After all, he explained, it really wasn't fair that he and the other AAEs did most of the actual work, but were not compensated accordingly.
The Un-Resolution:
Sydney turned a deaf ear to Jeremy's complaint. She told him the policy for compensation had been created before he came, and that up until now, there had not been a problem. She then advised him to get along with Flora—or else! Jeremy left the office feeling dejected because the problem had not been resolved. He also muttered that Sydney was like an ostrich that stuck its head in the sand and refused to recognize when there was a real problem. After all, he was aware that many of the other AAEs felt as he did, but were afraid to say anything. In fact, several had intimated that they were looking for other employment. A couple of days later, Flora delayed giving Jeremy information related to additional changes the client wanted. Unaware of the needed changes, Jeremy finished up the project and went to an early lunch. After he left, Flora put the latest changes in his in-box. Later in the day, Jeremy took what he thought was the finished ad campaign and put it in Flora's in-box. Without looking at it, Flora took the ad to the client only to find out the latest changes had not been made. The client became upset and threatened to cancel the contract if the changes were not made by the end of the day. Flora returned to the office convinced that Jeremy had deliberately tried to make her look bad. She charged into his office accusing him of sabotaging her latest contract. A heated argument followed. Jeremy admitted that he was still angry over the outcome of the last contract, but that he would never resort to sabotage. He also admitted, however, that he did not think he could work with Flora anymore.
Sydney threw her hands up and said, "I give up! Why can't you all just get along?" She later decided to call in a conflict resolution consultant to help.
You have been called into to help mediate this conflict. Knowing what we have covered up to this point in our course, how would you go about resolving this conflict?
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