Case: Mitchell Gold + Bob Williams

When Information Technology (IT) Manager Kim Clay began answering phones as a consumer inquiry representative for Mitchell Gold + Bob Williams (MG+BW), she was not particularly self confident, nor was she certain about the direction of her career. When I first started working here, I definitely wouldnt say that confidence was something I exuded, Clay says of her early days at the furniture company. Clay took the position because the company was near to her apartment, and she also liked interacting with people. In Consumer Inquiry, I would answer the phone and tell people about our furniture and where they could find it, she recalls. Although Clays start at MG+BW was uneventful, coworkers noted her positive work attitudes. Kim was someone you could really rely on and trustshe was a great communicator, says Dan Gauthreaux, vice president of human resources. You knew that if Kim was given an assignment or project, or needed to follow up with this customer or expedite something, she would make it happen. Clay soon moved on to the Customer Care department, where she dealt with customer issues at the retail level. Her good-natured personality was popular not only with customers, but also with coworkers who frequented her cubicle to get help with computer issues. It seemed that when people had problems with their computers, they typically came to me and asked for help, Clay remembers. In many organizations, hidden talents often remain hidden. But at Mitchell Gold + Bob Williams, management pushes employees to discover their talents and seize new opportunities. In this case, MG+BW managers recognized Clays knack for computers, and they came to her to discuss a new idea: a computer help desk. We decided to create the help desk, which we never had before, Clay states. Since everybody was coming to me with computer questions, it seemed a good fit for me. Although Clay lacked formal computer training, she was willing to put herself out there and see where the opportunity might lead. I felt like it was a big challenge to move from customer care to technology. I had never done anything with computers before, so I was really excited to try it, she says. Today Kim Clay is the IT manager for the entire MG+BW organization. Her positive work attitudes have made her an up-and-coming leader over a high-tech process. At MG+BW, all new furniture pieces begin with a production ticket generated from a computer enterprise resource planning (ERP) system. As items move through the process, computers track development all the way to final shipping and invoicing. Clay oversees the computerized system from end to end. Its a constantly changing field, and we have to stay on top of it to keep the business competitive, Clay states. We have to know the new technology thats out there and incorporate it into our business as quickly as we can. Although Clays rise through the ranks was no surprise to those who saw her early potential, few could have predicted the career path she made for herself at MG+BW. Vice President Dan Gauthreaux, who recognized Clays work ethic and organizational commitment early on, never imagined she would become a top manager over technology. But as Gauthreaux is quick to add, MG+BW seeks maximum development for all its employees. There is a tolerance for letting folks expand and develop on their own, Gauthreaux says of the companys approach to human resources. Were the kind of company that, whomever Kim reports to, theyre not going to let her step off that ledge and not be successful. He adds that personal development is a learning partnership between the employee and the organization: Employees are encouraged to push themselves, but weve created a culture where were not going to let each other fail. Theres a sense that your success is my success.

Question 1: Which component of attitudes does Vice President Dan Gauthreaux express when he says, I think you can learn from any job you do and try to make the best of it and why? (Hint: ABC Model Cognitive Component)