Question 1 (20 marks)

Identify and discuss why Rita was upset at work. Analyze the sources of conflict in this situation.

Question 2 (15 marks)

How would you assess Rita's approach to managing the conflict that she is experiencing at work?

Question 3 (10 marks)

What do you think she should have done differently?

= Adobe Reader Touch Star Enterprises Rita's Issues at Work By Nuzhat Lotia, University of Melbourne 1 13 Type here to search A ENG IN 11:18 AM 2020-12-21 718 = Adobe Reader Touch Case 10 STAR ENTERPRISES-RITA'S ISSUES AT WORK! By Nuzhat Lotia, University of Melbourne Rita has been working for Star Enterprises for the last control manager, left for a senior position in Star Enterprises 13 years. Star Enterprises is a medium-sized auto parts manu- sister company. After he left, Rita was asked by the general facturer and supplies parts to one of the largest car manu- manager if she would consider working as the acting quality facturing companies in Australia. The company has 450 control manager until the position was filled. Rita was very employees. Despite the recent financial crisis, Star Enterprises happy to take up the opportunity. She had often taken on has not suffered great losses. This is due to their commitment that position informally in the past when Mr. Blake had been to quality and reliability. away on leave or professional development. She had always Rita started out on the factory floor when she began work felt that, being the most experienced person in the depart- ing for Star Enterprises as a 20-year-old. She has since worked ment, it was her responsibility to take on these additional her way through to her current position as the senior supervi. duties while her boss was away. She felt a sense of pride in sor in the Quality Control Department She has been working doing so in this position for the last three years. She has moved up to When the offer of becoming the acting quality control more senior positions in the company because she is recog- manager was made to her six months ago, she was very nized as a hardworking and dedicated employee who takes excited and felt that the company had acknowledged her great pride in the work that she does. contribution, her experience, and her dedication to her work Rita is one of the most experienced workers in the section by giving her this responsibility. She was also quite happy and the quality control manager relies heavily on her knowl to take on the position as it meant a pay rise as well, and edge and experience. She knows almost everyone at the com- she could do with the additional income as she had recently pany and has developed good relations with her coworkers, bought a house and was finding it difficult to manage with who rely on her for support and expertise. her current income. Recently, Rita has been very unhappy with the situation Rita was really enjoying this added responsibility of manag- at work. It all started when her boss, Mr. Blake, the quality ing the department. She had the opportunity to participate in Type here to search A ENG IN 11:18 AM 2020-12-21 718 = Adobe Reader Touch senior management meetings and found that she was able to contribute to the discussions. The general manager was very supportive and would often drop by her office to make sure she was coping well with the work, and was always available for a chat if she needed help. While she had settled into this new role quite well, she was struggling with managing the budget and finances of the department. She had never dealt with departmental finances or managed budgers in her past roles, even when she was informally acting on the manager's behalf. She felt that she needed some formal training in the area to enable her to function well in this aspect of the job. She looked up some short courses being offered by professional development and training organizations and found one that she felt was perfect for her needs. The course was a bit expensive, but she felt that it would be very beneficial despite the cost. The next day, she approached the general manager with a request for funding her to attend the 10-day training. While the general manager showed empathy for her situation, he said that he could not approve this expenditure as they had already advertised for the position and they would be hiring a manager soon, at which point she would go back to her senior supervisor role. He explained that he could not justify the expenditure on Rita's professional development, Rita could not believe what she had just heard. She had been unaware that the manager position was being adver- tised. She was very upset and this was obvious from her face. She mumbled, 'I understand," and quickly got up and left the general manager's office. The truth was that she did not understand; in fact, she felt betrayed. She had in her heart hoped that her acting role would eventually turn into a per manent position, as she felt that she had been doing her job really well except for the budgetary side of things, which she was quite willing to learn about After coming out of the general manager's office, she ran to her office, locked the door, and started crying. She felt very upset and angry. She felt that she had always given her best to the company, but had been let down. At that moment, she decided that if she was going to be treated so badly then she would have nothing to do with the company. She would quit tomorrow, That evening at home, she realized that she could not make such a rash decision as she could not afford to lose the income. So, she thought to herself, I will stay, but I will show them what they are losing out on. She continued to work in the acting quality manager position, but no longer took any initia tive and just went about the routine of the work. She avoided meeting with the general manager as well. Everyone in the department noticed this change in Rita, but could not figure out what had happened. When the new manager, James Downer, joined and Rita returned to her senior supervisor position, she decided that she was not going to help him in any way. James was new to the industry. Before taking up this position, he had been working in quality control in a home appliances manufactur- ing company. While he had come highly recommended, he still had to learn a lot about auto manufacturing. He often approached Rita for advice. Rita would tell him what she knew and supported him initially, but then the resentment began to set in When James started making changes to the quality con trol systems that Rita had helped design and set up, the resentment grew but she bottled up her feelings. Rita would answer abruptly when James approached her for advice. She also started avoiding him. She would often walk away to the kitchen or to the printer when she saw him approaching her desk or would pick up the phone and start making a call. Every now and then, Rita would call in sick. She was once again beginning to consider quitting her job. Case study prepared by Nuzhat Lotia, Department of Management and Mar keting, University of Melbourne. This case is not to be reproduced or distrib- uted without permission. 313 + Type here to search A ENG IN 11:18 AM 2020-12-21 718