2 SECTION A [40 MARKS Answer all questions in this section. Case Study Seemore Advertising Agency Ted Brown was a typical 35-year old business executive. He was Vice President of the Seemore Advertising Agency, In college, he majored in marketing and the only experience he had in marketing was a summer internship with Seemore. Seemore liked him and offered him a job after graduation. Since joining Seemore, he learned the advertising business from the bottom up and now was the youngest Vice President in the agency. He was married to Jill and had two children. Rick aged nine, and Ann aged five. A typical day for Ted consisted of getting up at six, taking a quick shower, having breakfast with the family, and heading off to work for a nine-to five day that sometimes would go later, going home for dinner, having the evening with family, and going to bed around eleven. Occasionally Ted would have to travel out of town to meet with clients, but that was rare for a man in his position One day as Ted started his day, Rick asked him for P40 to buy a new video game that everyone else had. Ted said no and Rick continued to pester him about getting the game. Rick resorted to using the "e" word by calling Ted cheap. Ted ended the conversation with the "" word no. Ted knew if he had given in to Rick he would be seen as a pushover and Rick would continue to pester him for more things. Ted was trying to teach Rick to manage his money so he could buy the things he wanted without having to ask for more money That same day. Jill approached Ted as he was leaving. She asked him if it would be all right for them to go to the Turner's house on Friday night. The Turner's were very boring, and Ted did not enjoy spending time with them. Ted could put up an argument, but it would probably make him late for work. Remembering how much Jill Likes Jane Turner and figuring it would not hurt him to be a nice guy about going, he agreed to go with the closing comment that Jill "owed him one." Jill agreed and Ted was out of the door. When Ted artived at work, he found that he had a voice message from Don, who was trying to chair the Lions major fundraiser. Ted and Don had gotten into a heated discussion about who should chair the fundraiser, Ted thought Don lacked experience, had a history of not following through on things, and Fred would make a better choice for chair. This was a big deal for Don who was trying to prove something by running the event. Initially Ted was determined not to let Don push him around in front of the other Lions. The more he thought about it, the less important the whole thing had become to Ted. The vote on the chair's position was coming at the next meeting and Ted could not care less. Ted chose not to return the call and leave the decision of choosing a chair for the fundraiser to a vote of the club. Later that morning. Ted received a call from Charles, an angry customer. He stated that the junior marketing representative of his account had failed to listen to his suggestions about how to promote his new product. This customer was one of Ted's first accounts when he joined the agency. He tried to explain that he did not handle accounts anymore and Mark was his account representative. He told Charles he would check on this and call him back. After talking to Mark, it was apparent Mark had not listened to Charles, Mark was young aggressive, know-it-all with a huge ego. Mark felt like he knows more than the customers. Mark was somewhat resentful of the call from Ted. Ted realized he needed to take charge of this situation before Charles and his large account, left the agency. First. Ted called Charles and apologised on behalf of the agency. He also told Charles that he personally would take care of the problem. Ted brought in Mark and informed him that he was very talented, but he needed to work better with the customers. He told Mark to lose the ego around the customers and to come to a meeting with Charles and him. Mark agreed and admitted he had a bit of big head. Ted assured Mark he could be successful if he heard customers out. At the meeting, Ted assured Charles the agency wanted his business and 3 R that Mark and him were going to get this job done. Charles, seeing that Ted was back in the game, agreed to let them keep the business. Mark was now listening to Charles and was playing on his ideas. The situation was resolved when mark produced an outstanding advertising campaign for Charles. Charles and Mark both thanked Ted for his help. Late in the afternoon, Ted got a call from George at the Be Fashionable magazine about advertising rates at P60,000 per page and P40,000 for a half page. Ted offered to pay P40, 000 per page and P20,000 per half page. Ted really needed to be in the magazine with a summer advertisement for his client. George, on the other hand, had more pages to sell than he had advisers. George said he was sorry, but he could not go any lower. Ted, knowing George was a wheeler-dealer who always came down on his rates, said fine and hung up. George called back and wanted to know if Ted had changed his mind and Ted said no, and that he was looking into other magazines. George replied to Ted by asking him to not commit to anyone else until he goes back to him. Ted said he had a business to run and could not wait for George to make up his mind about the rates. George called back with an offer of P55,000 per page and P35,000 for a half page. Ted said that he would think about it and call him back. Ted called back with an offer of P45,000 per page and P25,000 for a half page. George said he would think about it. George called back an hour later wanting to meet Ted in the middle. Ted and George agreed on P50,000 per page and P30,000 for a half page. George complained that he had been taken to the cleaners, but both men knew they had gotten their deal out of the other. Ted returned home and had dinner with his family. At dinner, Rick once again brought up the P40 for a new video game, Ted looked at Rick with that fatherly look that said no way and repeated firmly his "no" from the morning. Rick, knowing that Dad was not going to give in on this matter, promptly dropped it. The family settled into a good night at home. What strategy of handling conflict did Ted use on Jill and did it work? (10 marks) 1. a) b) What strategy of handling conflict did Ted use on Don, and did it work? (10 marks) Evaluate the strategy of handling conflict Ted used on Don and how it worked. c) What strategy of handling conflict did Ted use on Charles and Mark and did it work? (10 marks) Examine the strategy of handling conflict Ted used on Charles and Mark and how it worked. d) Analyse the strategy used by Ted on George and how it worked. (10 marks)