MGMT 56035 Case Assignment 2 Please read the soenario below. Prepare a Word document and answers the questions at the end. The focus of this case is on conflict. Make sure to apply course material or any relevant posted articlesias support for your answers. Clashing Top Manager The caller ID on Matthew Smith's phone rend "Kid Services Ine," It was someone from the Orlando office, probably adminaspative direetur Bilen Lendon. She had been in daily contact with Matthew since he purchased the company, a provider of in-bome services for autistic children, eight months ago. He appreciated Ellen's eagemess to help him buitd the business, even if she wis sometimes high maintenance. Kid Services' previous owner, Arthur Hammond. had told Matthew that Ellen, with nearly two decades of experience in health serviees, would be one of his bigigest assets. -Mathew, it's Ellen. I don't want to bother you again, but we have a situation down here,- Marthew sat back in this chair and readied himself. The "situation" could be anything from the copier running out of ink to the building catching on fire. " Fm calling about Ronnie" she said. Ronnie Ericson was the director of clinical operations in Orlando, a position Matthew had created soon after taking the reins at Kid Services. Romie, whose son has Asperger's, had been working with special needs children his entire career and had been with the company for a decade. The other 40 clinicians on staff regularly turned to him for advice. So, it secmed like a no-bminer to promote him to a formal managerial role. "He's not up to the job" Ellen said. Matthew replied, "That's a strong statement, Ellen," "I know, but it's true. He's still resisting the new protocols for time sheets. It's been eight months and he has yet to complete them on time. You know the impact that has on insurer reimbursement. And he's hardly ever here in the office." Matthew responded, "He's supposed to be in the field 50% of the time. He still has clients," Fllen answered, "lt's mote like 95%, I haven't seen him since Thursday, and you know I'm always around." Mathew sensed that Ellen was exaggerating but he couldn't be sure. Managing the Florida-based from Chicago was proving difficult. He had bought Kid Services through search find; a small group of Illinoisbased investors had given him money to find an undervalued company and make it more profitable. Their only hesitation about this first venture was Malthew's plan to run it from a distance, In fact, one investor had suggested he move to Florida for a white. But Mathew was still meeting regularly with the investor group about other potential opportunitics. And his wifte had no interest in relocating; with two kids under five, she wanted to be near her family. "He doesn't get that he's a manager now" Ellen said. "Not only does he fail to comply with your new systems, but he doesn't seem to care if his clinicians do. I mean, he barely blinks when they eall in sick. Right after Memorial Day, we had 14 people out and he didn't do ar thing Ve spent the entire day scrambling to find subs." Matthow responded. worricd that his rexperience was showing, "Well that's certainly not optimal." Before forming the search fund. had spent four years at a venture capital firm and the three years as president of one of its portiolio companies-a medical devise muket. Until Kid Services, that haid been hix oniy operational role. "Illien, I really need to find out mote hefore passing judement on Ronnie: I Ellen was scrusitive about the fiet that people thought she war wptipht. "Have you talked to him about any or this?" he asked quickly. "I mention the time sheets every time he cills in and he promises to get to them. But then nothing." Matthew responded. T'tl be dowi neve week for the clinient feam meeting and I'Il check in with Ronnie then. Like I said. I really need more information ". Ellen answered, "Well, you're not going to get it in a day. trip. Besides, fe 71 tell you everythiag is alright, that the clinical team needs more time to get used to alt the new systems. But from my perspective, it's not time that's needed. It's effort. Romic makes things really difficult for the office staff." Matthew responded, "I'll see if I can cothe down for lenger, maybe a week or iwa." He wast't sure how his wife would react, but he knew that this was important. He tried to say goodbye, but Ellen kept talking, "When you took over Kid Services, you wanted to run it more efficiently, more prolitably. I remember you saying that in the main conference room when we first met you and again in your email." She sure has a keen memory, Matthew thought. "So, I'm just going to help you make good on your promitse, "she suit. Next Weck The team meeting had rum long so most people had rushed off to their next appointments. Muthew, who used the conference room as his office while he was visiting, opened his laptop to check email bit then noticed that a seniorelinician, Maxine, was lingering in the doorway. "Maxine, can T help you with something?" he asked. "You're probably getting an earful from Ellen abour Rennie, wren't yoo?" She closed the door behind her. Matthew was alarmed by her candor. The few times he had met with Maxine, she secmed quiet. Was Ellen bad-mouthing Ronnic around the office? -Well, I can gunantee he's not as bad as he says," Maxine suid. "He's really a good guy. Y'all did the right thing by promoting him." "I'm glad to hear that" suid Mathew. "You know, he's told us about the new systems, like the one for tuming in our hours, and we understand why they're important. But Ronnie doesn't drill down on us like Ellen does. She's way too intense for how we do things here. She always has been. Stue's supposed to be supporting us clinicians in our jobs, but she aets like we're here to serve her. In my opinion. Ronnie focuses on what matters: the patients." Matthew replied, trying for diplomacy, "The patients are important." "He understands what they need more than any of us, really with his son and all" suid Maxine. Matthew responded, OOK, Mixine. Than's for your fmput ste turned to open the door and then paused. "If you ask me. Bllen's the one who's trouble" the said. Twa Sides to Every Story Later that day, Matthew wus in his makeshift office waiting for Ronnic, who was nearly 20 minutes late for their 3:00pm appointment. Clearly Ellen and Ronnie had completely differen work styles but Matthew's plan for Kid Services' reorganization and growth hinged on collaboration between administrative director and the director of cthificat operifions, No one ef had the right skills and experience for those roles. Ellen and Ronnic didn't have to be best friends, but he couldri't let the tension between them furn into an "us-versus-thern" battle between the cliniclians and the buck office. That couth eompletely derail hik expansion strategy. Fra sorry I'm lite, "Ronie walled in and ahur the door behind him. I was with a client, Harry. Eight years old, such a good kid but struggling with school and his aide seems like she wants to give up. But we were making strides today," Matthew appeciated how dedicated wanted to sec how things are going with you and your team, particularly with the new systerms, the time sheets." Rannie answered, "Well, we'te casing into them, you know. These elinicians aren't worker bees. They'ro used to being with the kids, helping kids, so they need time." Matthew offered, "We could do another training session if you theught it would make sense." No, Fdon't think that is necessary. We just need more time Alt this enphasis on efficieney is new for us. We're dealing with some rough cases, families under a lot of stress. You can't just zip in and out because that's what a time sheet calls for." Ronaie said. Matthew nodded and said. "Orcourse, the elient comes first." Renne responded, "Right. That's what's kept us in business for so long," Mathew said, "But, we won't stoy in business without becoming more profitable. When Arthur owned the company, he struggled with eash flow because reimbursement was so show. No insurer will pay us without the proper paperwork. If we want to grow the business-.-3nd heip more klds-- We hed to follow these new protocols. We cin't have a quarter of our staff out every holiday," 1 know who's complaining about that. It's Ellen. She acts like we're in the military. Time sheets on time. No one gets sick. It's just not realistic. She was obsessive before but it's getting ridiculous," Ronnie paused and swallowed. "It's like you've given her a lieense to be more uptight." Matthew responded, "As the mdministrative director, she needs accountability from you and your team, Ronnie." "And she has it. But I need a certain amount of flexibility so that I can meet the needs of the kids. And frankly, she needs to back off." Rennie's face had turned red. This was the most worked up that Marthew had ever seen ham. Nipping This in the Bud As he walked through the entrance of Austin's Coffee, Manthew saw Arthur Hammond already standing in line. Arthur's tan was a shade deeper sinee their last encounter. Matthew asked him, "Refirement treating you well?" Arthur said, "Very well, but I riks the office, the people. The golf course is far less exciting." Mathew said, as they sat down, "Thanks for meeting with me." Arthur responded, "My pleasure. I told you l'd always be avalable. You spending more time here? Have you convinced that wife of yours to get more sum in her life? Matthew answered, "No, not yet, but I've been down for the past few weeks, trying to sort out some issues in the office." Arthur mised an eyebrow. Matthew continued, "It's Ellen and Ronnie" and explained the growing animosity. Arthur said, "Those two were always a bit like oil and water. Ellen wanted more protocols, more stuff she could control It sounds like it's gotten worse. Maybe the new power has gone to her head." Matthew responded. "Yex, but we reed those things if we are going to grow the business--" Arthur interupted, "Yes, but that's What was limiting us betore. Ronetie is the beirt of the office He atways twas been He pached and then asked, of hopg your re not thinking of demoting him, are yourt one else who could fill the role. And ny investors have no intereat in expensive outside hiren. Besides, 1 think that it wosld oaly solve half of my problem." Nrthur responded. "That's right. Bilen iun't going to go casy on anyone in that postion. Mfatlicw thoopht about all the mageing cmails to. Ronnie that Ellen had blind copted him on durituy the past woek. She sent them even when Romnic was in the office, sitting five feet away from her. Arther then asked, What do your investovs say? t haven'i browght if to their atfention yet. It's not hurting the bottom line, but it could, cspecially if reimbursements continue to come in so slowly, and if all this tenshon hurts monle. "Aribur responded, "Fxictly. You need to mip this in the bud." Martaew eringed and said, +4 know, I know, That's why I've been dewwe here. I was hoping a solution would cone to me if I could see what was actually happering. 'They' re at each other's throats and I'm honestly not sure that I can have them in the same office aryymore. I do think that they re just trying to do their jobs. Ronnie needs to get with the systerns and he promises that he will. I know that all of the clinicians like him, which is important, right Ellen is looking out for the busines5--following my prolocols for the staff-cien if she may be going about it in the wrong way." Arthur then atsked, "Have you sat down with them?" Matthew responded, "Yes, individually, but not logether," "Well", staid Arthur, "it sounds like you're stukek between a rock and in hard place." Yes, Matthew thought, between Ellen and Ronnie. Please prepare a Word document with your answers to following questions. Submit it via the Turnltin submission link provided. Please note that not all these questions will have similar weights You mast use course material and any relevant posted readings, as well as examples from the case, to support your answers. 1) Why are Ellen and Ronnie in a conflict? What are their conflicting interests and why? 2) Has any action/inaction on Matthew's part contributet to the problem? tr so, hiow? 3) Do you believe that he has done a reasomable job in how he communicated with both parties and gathered information about the situation? Explain. 4) Considering the conlliet management strategies, how should Matthew resolve the conflict? How should he implement this to ensure that this confliet is resolved