Case Study

Read the following case study and answer the questions.

Case Problem: Hot under the Collar

“What is it with you, Rita?” asked Karl, vice president of sales and marketing, of his national sales manager. “Can’t you ever do anything right? No wonder I’m going crazy checking and rechecking your department’s work!”

Just ten minutes earlier Karl had finished being chewed out by his boss, the senior vice president. Based on what his boss had said, Karl understood that an important report had been prepared with all the wrong data.

“Look, Rita,” continued Karl, “the bottom line is that you messed up. Now who prepared that report? What’s the name of the culprit? I’m going to give that person a piece of my mind.”

“Karl, hold on, will you?” interrupted Rita.

“The name,” demanded Karl.

“It’s Ebins, the new guy I recently brought on board,” explained Rita. “Please let me call him in and find out for myself what happened.”

“No way, I’ll do it myself,” replied Karl. “It seems I have to do everything around her myself anyway."

While Karl was getting Ebins on the phone, Rita was trying to compose herself. She was totally shocked at Karl’s behavior and wanted to resolve the problem herself. After all, Ebins was a member of her staff. Rita could only see her relationship with Ebins being destroyed by Karl’s bad temper and interference.

Once on the phone, Karl proceeded to attack Ebins. “You ruined everything. Nothing was done right!”

As Karl slammed the phone down, he remarked, “Now let that creep stew for a while.”

What do you see are the problems here?

What might have been a more effective approach for Karl to take?

What would you have said to Rita, if you were in Karl’s place?

If you were Rita, how would you feel now? What would you do?