Please read the case study below and apply concepts/content from 3 of the following areas of the course to your analysis of the case study. You will want to demonstrate that you have knowledge of specific course concepts from each of the 3 areas you choose:

- Perception/Decision Making

- Motivation

- Leadership

- Power/Conflict

- Organizational Culture

- Change Management

Clara Suarez, coordinator of disability services for MBA students at a large university in Arizona, checked her notes and headed down the hall. She was to make a presentation at the disability services coordinators' meeting that afternoon on the issues faced by disabled students who return to school after having had successful careers, and she had spent considerable time interviewing students and gathering facts in preparation.

Today's meeting was being run by Emma Sherman. A paraplegic with a slight hearing impairment, Emma was the university-wide director of disability services. "Good afternoon, everyone," Emma said. "Before we go on, I want to ask if it's possible to modify the agenda; I have some changes I'd like to discuss. Clara, would you mind saving your presentation for the next meeting? I think that should leave enough time for what I have to say." Started, but trusting Emma's judgment, Clara agreed.

Emma smiled at Clara and then looked around at the others in the room. As most of you know, she began, Ive been more than a little overextended during the past six months. I dont feel that this is productive, either for me or for our program. Therefore, Theodore Slater, who you all know, will be taking over my liaison duties. All coordinators will now deal directly with him. Theodore and I have spent a great deal of time together working out just what his responsibilities will be. Im pleased that we have someone of Theodores outstanding qualifications willing and able to take over this position. He has devised a set of plans for the delivery of various services, and hell be sending copies of them to all of you shortly. Theodore and I have gone over the plans from every possible angle, and Im confident that theyre ready for immediate implementation.

Ive also asked Theodore to present these final plans to the provost at their meeting this afternoon. The provost was very excited with the preliminary report and said he was pleased that were thinking along such creative and productive lines.

Unfortunately, Emma added, Theodore has to leave the meeting early, so he wont be able to answer any of your questions, but he would like to take a few minutes to discuss some other changes that he and I will be implementing over the coming months. Theodore?

Thanks, Emma. Sorry Im going to have to run right after I finish to make a meeting that Ill be a bit late to. I wanted to be sure to let you know that starting next month there will be two major changes in the delivery of services. One is that we will be offering a set of standardized programs to all schools within the university, and the other is that we will now be requiring all schools to contribute equally for the operating costs of these programs. I really think this will make a big difference in the quality of our services. Again, Im sorry I cant stay to discuss this further, but if you have any questions, you know where to reach me. See you all at the next meeting.

Once the door had closed behind Theodore, Clara turned to Emma. Look Emma, she said, weve all had sympathy for how hard youve been working, and while I think its really good that you know how important it is to make some changes, I dont know about the others, but I do know that I really object to the way youve gone about making them.

I dont understand what you mean, Emma replied. Theres no secret to what needs to be done. All Im doing is moving things along.

Clara was suddenly conscious of the need to control the tone and level of her voice. Well, first of all, I have some real problems with your choice of Theodore as coordinator liaison, and its not just because you didnt consult us first. Im sure Im not the only one in this room who has found him inflexible and difficult to talk to, and he has only been in his current position for a year. Laurinda has been there for three years, is easier to work with, and would have been a much better choice. Why did you choose him?

I chose him because he has some really good ideas about what kinds of changes should be made. Emmas reply was terse and it was clear this conversation was becoming less cordial. Others in the room could be seen shifting in their seats.

But thats just the problem, Emma, Clara challenged. His ideas arent good; theyre completely unrealistic. First of all, these plans. Granted, I havent seen them yet, but the fact that we were never asked for input as to whether theyd be appropriate to each of our programs makes me very nervous. Im also upset that you would even support something like this; its not the way things are done here at Turnerville. Decisions have always been made by consensus, and you know that as well as I do. And this idea of standardized programs-how could you possibly think that something like this will work? Students have different needs; you cant standardize everything and expect it to work. Im sure that if we went around the table and each described what our students need, wed all come up with something different.

Many of Claras colleagues nodded in agreement. Clara went on, In addition, how can you require all schools to contribute equally to the operating costs of these programs? For some students, they may be totally inappropriate.

Emma replied, Clara, youre overreacting! These changes will work. Im disabled, and I have a much clearer sense than you do of what is and is not appropriate in terms of service planning and implementation.

I completely disagree with you, responded Clara. And I resent your assumption that you can speak for everyone who has a disability. Im certainly not egotistical enough to presume to know whats appropriate for everyone from my background. All I want is to have this group sit down and come to a consensus on the types of changes that need to be made and the best way to implement them. With the way youve gone about this, I feel like were all being forced to accept something we had no part in deciding, and that goes against everything this university stands for.

Emma said, I understand what youre saying, Clara, and I cant think of any reason why we cant do that. But, in the meantime, Theodore and I will keep working on some of the changes were planning, and well open them for discussion at the next meeting.

Claras face felt hot as she said, Obviously, Emma, you havent heard or understood one word of what Ive said. I have to tell you that under these circumstances, you will get no support from the Business School, financial or otherwise, for these programs. I will see to it that none of the other schools support you either. Youve basically just derailed the entire disabilities services program and youre not going to get it back on track until youre willing to work with us.

With that, Clara got up and left, slamming the door behind her. After a brief, awkward moment, the other committee members got up and left as well, but not before letting Emma know that they agreed with Clara. Alone in the empty room, Emma pondered what had just happened and wondered what had gone wrong. What else could she do, she wondered, to regain the support of the coordinators? Shed agreed to discuss the changes once theyd been made; what more did they want?