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American Financial Corporation 1
Vince Rubiera
American Financial Corporation: Case Analysis
MGT 660-62-082
January 18, 2008
American Financial Corporation 2
What is/are the problem(s)?
The initial conflict in this case arose from Don failing to meet a deadline for a report
for Betty. Betty seemed to set very clear expectations for Don regarding the report, and
when it was due. As the case progressed, I felt the conversation deteriorated. Betty
turned personal as she mentioned his messy work space and excuses, and Don got
defensive as he mentioned the roadblocks he encounters.
What are some alternative solutions to the problem?
From Don’s perspective, he should realize the root of Betty’s frustration and act
accordingly. This is not easy to do while you are under attack, but diffusing a situation
through managing up will usually result in a better outcome. As Gabarro and Kotter
stated, “appreciate your bosses goals, pressures, strengths and weaknesses”… “Don’t
take things at face value” (Vecchio, 2007). Don should understand that Betty is facing a
lot of pressure to complete this task, and being defensive will only create hostility. Since
Betty’s only focus is having a completed report, Don needs to approach Betty with a
quick date for completion of the report and air his grievances at a more appropriate time
and under a more productive setting. Don should have also communicated the delays,
unexpected task complexity and lack of available clerical resources early on. Given the
importance of the report, Betty might have been able to provide additional resources.
Analyzing Betty, she should have been aware that since Don has not been able to
meet deadlines in the past, this report may have been delayed. Coaching and goal
setting should have been conducted at that time (when it became a problem). I am
making the assumption that there were no prior discussions around this concern; given
American Financial Corporation 3
the way Betty was unaware of the roadblocks cited as causing his inability to meet
deadlines. At no time though, should Betty resort to unprofessional behavior. She
should not have used this incident to call into question his ability to keep track of items
due to his messy office. She also should not have interrupted him so often. Betty should
have been more self aware of her reaction and calmly approached Don, and work
towards a solution. Later on she should use this incident to investigate what caused the
breakdown.
Although the Situational Leadership Model has been called into question in the
readings by Vecchio, she might want to use it as a high level guide to develop a
coaching strategy for Don. If it is Don’s inability to manage tasks and delegate
effectively, Betty may need to take a more directive approach. Following this same
assumption, and using the SLT, Don did not seem to need much “supportive” coaching,
since he did not become dissuaded until after Betty became hostile.
Key assumptions:
1) Don’s ability to view Betty’s frustration as a result of pressure, and react calmly.
2) Don’s early realization of the complexity of the task, and that his clerical staff
would be unavailable or too busy.
3) There were probably missed opportunities for Betty to approach Don earlier
about his ability to meet deadlines.
4) Don may not have the ability to delegate effectively, and the roadblocks he stated
were just excuses.
American Financial Corporation 4
References:
Vecchio, R. P. (2007). Leadership: Understanding the dynamics of power and influence
in organizations. Notre Dame, IN: University of Notre Dame Press.