Case Summary - Helena Helsen Theory: DPON-53-E (Conflict management) and to some extent FHN-345-E (Coaching in the development

of professional competencies) Problem Helena Helsen promoted to Senior Account Manager (to succeed Craig Ferguson) 3 people in department express discontent Facts BB &L Advertising 46 offices in US, Europe and Asia Broad range of clients in all major sectors Above the line advertising UK office General supervision Peter Dubois, VP marketing worldwide. Immediate supervision Marc Michaels, Senior partner/director UK office. o 36 employees Account Management 9 Creation 11 Production 9 Media Planning 7 o Collaborated with LA, Paris, Singapore to coordinate international account Frederick de Moen 36 years old, single Non university higher degree in Business 10 yr experience Career path Gradual temp (1 year), account assistant (3 years) and finally an account manager (6 years) Dedicated worker eye for detail/perfectionist Suited for Account Manager for durable goods Lacked ambition Hugo Miles 41 years old but less seniority in firm, married No college education 3 years in firm Experienced in automobile industry. Interested in starting his own dealership Lauri Brooks 34 years old Psychology degree 7 years with firm. First 3 years in strategic planning, consumer research and 4 in account management Just came back from pregnancy leave Stated that she didnt want to climb corp ladder because of responsibility Helena Helsen 32 years old Economics undergrad, marketing masters ~6 years experience Very good understanding of all AM functions Good relationships with senior managers Expressed interest to climb the ladder and put in effort - training internally and externally

My recommendation Employees are disgruntled, talk to them and get them onboard nicely or not nicely if required. Why? Frederick and Hugo dont seem to be overtly ambitious. I feel they were influenced (seduced) by Lauri to voice their disapproval. Lauri seem to be a bit antagonistic and the only other person with a degree I think she wants to climb up but tries to mask the ambition behind need of work-life balance. ALL of them knew Helena was training (for 2 YEARS!) and they didnt make any effort to train themselves No expression of ambition. Infact they tried to discourage Helena. Worst case Lauri can be easily replaced. Once she is out, Frederick and Hugo should more or less toe the line. Hugo can probably be stabilized with adequate monetary incentive (barrier to leave) Frederick can be remotivated via discussions and promise of future consideration for promotion if he displays required ambition.

If Lauri wants to stick, she can decide if she wants work life balance or career growth.

Key Clear and formal career development plans for all employees.

Application of theory Move from the Disagreement quadrant to the Agreement quadrant by discussion rational and emotional and providing incentives social and financial. Maybe apply a combination of How to resolve Rational Conflict constructively and How to resolve Emotional Conflict constructively

Rational Emot ional

Agreement Disagreement

Disagreement
Discrepancy Confrontation

Agreement
Unity Conformity