1. In what ways does Sue Ryan perform each of the three basic managerial roles-interpersonal, informational, and decision making? How about Candace Stathis? How must both Ryan and Stathis make use of the four critical managerial skills-technical, interpersonal, conceptual, and diagnostic? In the case of each manager, which of these skills seems most in evidence in the video? Which of these skills would you consider most important for a manager at a business such as Camp Bow Wow Boulder?
2. What can you say about managerial practices at Camp Bow Wow Boulder by applying each of the three contextual perspectives on organizational behaviour-systems, situational, and interactional? Which perspective seems to be the most useful in describing the way the business' managers go about their jobs?
3. What does Candace Stathis mean when she says that "customer service has to be effective as opposed to efficient"? Under what circumstances does Sue Ryan most often feel the "tension" between the need to be effective and the need to be efficient? How does she try to resolve that tension?
4. As managers with goals, in what ways do Ryan and Stathis recognize the need to balance the three levels of business outcomes-individual, group and team, and organizational? In what order would each manager probably rank the importance of these outcomes? Whether you think that their rankings would be the same or different, explain why.