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    Kay Sunderland

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    Subodh R Wasnick
    Kay Sunderland faces a problem managing the relationship between her important client, Juan Nunez of Gramen Equipment, and her colleague Mike Morgan, Attain Learning's sole content director. Nunez contacted Kay upset by Mike's communications regarding training solutions. Kay must restore the client relationship by assuring Nunez of Attain's commitment. She also needs to address power dynamics internally by meeting with Mike to make him aware of the issue and ensure future communication follows conventions to avoid further upsetting the client, while also looping in COO John Chama.

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    Kay Sunderland

    Uploaded by

    Subodh R Wasnick
    684 views3 pages
    Kay Sunderland faces a problem managing the relationship between her important client, Juan Nunez of Gramen Equipment, and her colleague Mike Morgan, Attain Learning's sole content director. Nunez contacted Kay upset by Mike's communications regarding training solutions. Kay must restore the client relationship by assuring Nunez of Attain's commitment. She also needs to address power dynamics internally by meeting with Mike to make him aware of the issue and ensure future communication follows conventions to avoid further upsetting the client, while also looping in COO John Chama.

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    Organizational Power and Politics

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    Kay Sunderland faces a problem managing the relationship between her important client, Juan Nunez of Gramen Equipment, and her colleague Mike Morgan, Attain Learning's sole content director. Nunez contacted Kay upset by Mike's communications regarding training solutions. Kay must restore the client relationship by assuring Nunez of Attain's commitment. She also needs to address power dynamics internally by meeting with Mike to make him aware of the issue and ensure future communication follows conventions to avoid further upsetting the client, while also looping in COO John Chama.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    684 views3 pages

    Kay Sunderland

    Uploaded by

    Subodh R Wasnick
    Kay Sunderland faces a problem managing the relationship between her important client, Juan Nunez of Gramen Equipment, and her colleague Mike Morgan, Attain Learning's sole content director. Nunez contacted Kay upset by Mike's communications regarding training solutions. Kay must restore the client relationship by assuring Nunez of Attain's commitment. She also needs to address power dynamics internally by meeting with Mike to make him aware of the issue and ensure future communication follows conventions to avoid further upsetting the client, while also looping in COO John Chama.

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    You are on page 1of 3

    Kay

    Sunderland:
    Making the
    Grade at
    Attain
    Learning
    Case Summary
    Group 10 - Section A

    Case Background:
    Kay Sunderland: Making the Grade at Attain Learning is Harvard Business review
    case study that tries to highlight the most occurring phenomenon across
    organisations that is, to manage the power dynamics in organisation.

    Page 1 | 3

    Kay Sunderland is an account director for Attain Learning which is founded by


    Caroline Nicholas in 1998 as a provider of custom business training solutions. As
    account director her primary responsibilities would be to help in determining the
    strategy and details of program and delivering clients requirements through
    association with content development director, technology director, content area
    director and event planning director. Mike Morgan is sole content development
    director at Attain learning whose main responsibilities was to deliver the content
    communicated by the account director with the help of team of graphic designers ,
    programmers, producers and copywriters. Case talked about the scenario where Juan
    Nunez, Chief Learning Officer at Gramen Equipment one of the most important client
    for Attain Learnings was perturbed by the voice call messages of Morgan. And he
    informed Kay Sunderland to manage the communication issues since he was
    agitated by the calls from Morgan, content development director Attains learning.

    Problem at Hand:
    Kay Sunderland has a critical issue at hand which needs to be dealt tactically. She
    has an agitated prospective client whom she cannot afford to lose. She also has a
    colleague, Mike Morgan, who is creative, unconventional and innovative in his
    approach. Mike is very key resource for Attain since he has proved his merit and he is
    also the sole content development director in the organization at the moment.

    Proposed Solutions:
    She can follow following steps to restore the client relationship as well as the balance
    at organisation.

    Client relationship
    She should call Nunez and assure him about Attains commitment for Gramen
    Equipment and pacify his anger. And she should give him confidence that further
    communication will be channelized through her and Attain will delivered training
    solutions as per Gramens requirement of universal approach

    Manage power dynamics at Attains


    She should immediately set up meeting with Mike Morgan and make him aware of
    current development. She should hear out Mike and then make him understand
    that losing out Gramen will not be in the best interest for anyone. Hence, it is
    important for Mike to not draw any unnecessary fire from the client and follow the
    conventions since the matter has gone out of hand

    Page 2 | 3

    Manage Formal Authority and Centrality


    Kay Sunderland should also looped in John Chama, COO, Attains Learnings and
    keep him updated about the developments.

    Restore the power base


    Kay Sunderlands work at Attain is more relationship oriented however Mike
    Morgans work is more task oriented. In the situation given in the case,
    Sunderland was engaged in preparing for a meeting with a new client whereas
    Morgan was busy making content for Garmen Equipment. Morgan might have felt
    that Kay is not realising the seriousness of the work owing to divided attention.
    Given the fact that Sunderland had worked for four years and almost two years
    more than Morgan and that she had a closer relationship with Chama and
    Nicholas, Morgan hesitated to approach Chama with his issues. Sunderland
    should give him assurance that his ideas are valued and she appreciated his
    expertise as business and strategy specialist. Also make him aware about that
    final content will be delivered as per clients requirement as it is in larger interest
    as well as in sync with Attains vision of delivering the custom business training
    solutions.

    Page 3 | 3

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