1. Read the following case study and answer the question that follows:

This was the third time someone from the Information Technology department tried to work with Ben, the head of the F-44 aircraft program. Ben, who had been with the company for almost 30 years, was known for being rough around the edges and very demanding. The company was losing money on the F-44 upgrade project because the upgrade kits were not being delivered on time.

The Canadian government had written severe late-penalty fees into its contract, and other customers were threatening to take their business elsewhere. Ben blamed it all on the Information Technology department for not letting his staff access the F-44 upgrade project s information system directly so they could work with their customers and suppliers more effectively. The information system was based on very old technology that only a couple of people in the company knew how to use. It often took days or even weeks for Ben s group to get the information they needed.

Ed Davidson, a senior programmer, attended a meeting with Sarah Ellis, an internal information technology business consultant. Sarah was in her early thirties and had advanced quickly in her company, primarily due to her keen ability to work well with all types of people. Sarah s job was to uncover the real problems with the F-44 aircraft pro- gram s information technology support, and then develop a solution with Ben and his team. If she found it necessary to invest in more information technology hardware, software, or staff, Sarah would write a business case to justify these investments and then work with Ed, Ben, and his group to implement the suggested solution as quickly as possible. Ben and three of his staff entered the conference room.

Ben threw his books on the table and started yelling at Ed and Sarah. Ed could not believe his eyes or ears when Sarah stood nose to nose with Ben and started yelling right back at him.

After Sarah yelled back at Ben, he said, You are the first person whos had the guts to stand up to me. After that brief introduction, Sarah, Ben and the other meeting participants had a good discussion about what was happening on this F-44 upgrade project.

Name the technique used by Sarah to deal with Ben. Was it effective? Justify your answer.