Scenario 1
• Zander is a top-performing industrial equipment salesperson for D2D. After three years of working with his best client, he receives a text message from Carlos, his direct manager, assigning him to a completely different account.
• Carlos has received complaints that Zander “gets all the good clients” and “is not a team player.”
• Zander responds to the message and asks for a meeting with Carlos to discuss this change. Carlos responds with another text message that reads “Decision final. Everyone needs to get a chance to work with the best accounts, so it is fair. Come by the office and pick up your new files.”
• Moments later, Zander sends a text message to Sabrina, his regional manager and Carlos’s boss. It simply reads “We need to talk.”
Scenario 2
• Chris, Savannah, and Tony work for Knowledge, Inc., a consulting firm. While on a conference call with Millennial Photography, an established client, the group discusses potential problems with a marketing campaign. Suni, lead photographer and owner, insists the marketing is working and changes are not needed.
• Chris reaches over to put Suni on mute but inadvertently pushes the wrong button. He immediately says to Savannah and Tony that the marketing campaign is not working and that “Suni should stick to taking pretty pictures.” Suni responds, “You know I can hear you, right?”
Scenario 3
• Shannon shows up to work approximately five minutes late one morning, walking silently and quickly to punch in at the time clock near the front desk.
• Sarah, the front desk manager, says, “Good morning, Chris.” Shannon punches in and heads into the shop to his desk. Sarah rolls her eyes, picks up the phone, and dials the on-duty manager to alert him that Shannon just arrived and should be reaching his desk at any moment.
Scenario 4
• Liam works for the website division of SuperMega retail company. He receives an email late Friday afternoon indicating that a new computer will launch at the end of next June and it will be in high demand with limited stock. The three-page message also indicates that customers will be able to preorder the item 30 days before launch, according to the production company. Liam is asked to create a landing page for consumers who are interested in learning more about the product.
• By mistake, Liam sets up a page that allows customers to preorder product that afternoon, well in advance of the company authorized preorder period. Late Friday evening consumers begin to preorder the product.
• Arianna, vice president of product sales at SuperMega, learns of the error Saturday morning and calls Liam to arrange a meeting first thing Monday morning. Arianna explains to Paul on the phone that the company intends to cancel all of the preorders, and Liam responds that the company should honor the preorders because the error was internal and not the fault of consumers. After a heated exchange, Liam hangs up on Arianna when she insists that the preorders will be canceled because of Liam’s error.
Sample Solution
