Question

Case Study #1: No Replacement for Harry

Senior Outside Operations manager Burt Jacobs was disappointed when his super-efficient team lead Harry Simon, left for a better paying job. Yet he looked forward to working with Murray Davis, who had been highly recommended by maintenance manager, Chester Richmond. After Murray had been working with him for two weeks, however, Burt realized how much he had relied on Harry. Harry had always helped organize his activities for him—reminding him about his many meetings as well as his follow-up calls and letters and worked as an assistant in addition to being a team lead.

The phone rang, interrupting his thoughts. It was Chester—and there were voices in the background. “Burt, where the heck are ya? The general management meeting is about to begin!” Burt rushed out of his office, angry with Murray for not reminding him during their usual morning discussion.

The next day, he asked Murray to help keep him posted about meetings and follow-up items. But over the next two weeks, Murray failed to remind him about two more meetings until almost the last minute and forgot to enter three follow-up items on his calendar. As a result, Burt found himself unprepared for the meetings and got calls from irate customers who wanted to know why he hadn’t got back to them.

Talking to his buddy EDP manager, Sam Vito, Burt said, “It’s not that he’s inefficient, Sam. It’s just that he doesn’t seem to care about his job the way Harry did. Could your team lead give him some pointers?”

“Sorry, Burt,” Sam said. “I’d like to help you out, but my team lead won’t have anything to do with Murray—and neither will the other leads. Murray has a swelled head now that he’s working for a senior manager instead of an ordinary manager. They say he’s been abrupt with a couple of them and they don’t have time for someone with an “attitude”.

Burt strode back to his office, planning to speak to Murray about his attitude and his efficiency. Before he could, however, Paul Onya stormed into his office. “You know that downtime tally that’s posted on the bulletin board?” Paul began. Burt remembered he had delegated the report to Murray. Harry was good at getting the figures from maintenance and working out the report. “It shows my machine down for six hours this month—and that’s not right!” Paul was angry. “I tried to tell Murray about it, but he said he had all the facts. He said he was completely in charge of the report and not to bother you about it. But I know he’s made a mistake!”

Questions:

1. What is Burt's responsibility to Murray?

2. What communication barriers can be identified in the case?

3. How could have Burt prevented the dilemma?

4. How should Burt approach a meeting with Murray?

5. What should happen so they can move forward?

Answer 1

1. What is Burt's responsibility to Murray?

As a Senior Manager, Burt needs to provide proper guidance to Murray. He should inform Murray about the job responsibilities for which he has been appointed. Burt considers Harry as an ideal, but Murray is unaware of the requirements which Harry fulfilled. Burt therefore needs to communicate all those requirements which Harry fulfilled to Murray. In addition, he needs to provide motivation to Murray and not just kee comparing with Harry. Regarding the issue raised by Sam related to Murray's attitude problem also, Burt needs to provide proper feedback to Murray.

2. What communication barriers can be identified in the case?

Communication barrier exists between Burt and Murray. Burt is accustomed to the way Harry used to handle things in the company. But Murray is new to this role and may be he is facing difficulty to meet up to the expectations of Burt. Burt needs to set proper guidelines for Murray to follow but aso ensure that Murray does not get overwhelmed with responsibilities. Gradually through proper training, motivation and communication, Murray would turn out well in handling his responsibilities. Also we see a lack of communication between Murray and Sam.Burt needs to inform murray that there is no harm if Murray informs Burt if there is an issue regarding anything. Thus transparency is important.

3. How could have Burt prevented the dilemma?

Burt should focus on the current scenario. Instead of relying on a past ideal he should properly train Murray as he is currently his employee.

4. How should Burt approach a meeting with Murray?

Burt should approach a meeting with Murray where he needs to provide propoer feedback for Murray's work. He should give the example of Harry and guide Murray to take up responsibilities. Motivating Murray and letting him know that he is approachable in difficult situations will be helpful. He should inform Murray to be as transparent in communicating every work as possible. He needs to remove the pressure and fear from Murray's mind and give him a guided approach to handling everything. He could take up providing regular feedbacks to Murray and consider bonding with him over weekends or after work.

5. What should happen so they can move forward?

Burt should conduct this meeting with Murray and try to understand what problems he is facingbecause of which he is not able to perform well. Also he should communicate his expectations from Murray in a guided manner and not expect too much at the mooment from a new comer.