Jasmine Patel was at a loss about how to handle a high-performing but socially disruptive employee, Rhett Stark. Jasmine worked at Vertical Horizon, a software company in Kitchener, Ontario, known for its programming tools that helped large teams of software developers work together effectively. Now, however, the company was moving into other areas such as web content management. Since it was in the midst of changing its focus and product lines, it was critically important to have high-performing and experienced sales representatives supporting the transition. If the new product line failed, it might well take the entire firm down with it. The sales team consisted of 20 outside (“field”) sales representatives and 10 inside representatives who supported the outside reps. Each inside rep was responsible for lead generation and otherwise supporting 2 outside sales reps assigned to her or him. In addition, there was a Sales Manager who could be consulted on a day-to-day basis for advice and a VP of Sales who was responsible for strategic initiatives. Most of the sales reps had been with the company for less than two years. In fact, even the Sales Manager and the VP of Sales were relatively new to the organization, and, as a result, they frequently consulted with Rhett about their products, customers, and strategies. Rhett was an outside sales rep who had been with the company for over 8 years, an extremely long time in the software industry unless one keeps track of the ever-changing technology, which is something he truly enjoys. Rhett was the “undisputed master of the sale.” His ability to engage anyone in a conversation and his natural charisma combined with strong product knowledge and excellent customer references helped him exceed his quota quarter after quarter. Needless to say, he was a hard worker although one with a short fuse; rumor had it that his smile would suddenly turn into a vitriolic rage if someone were to step on his toes. After all, he was known to most in the industry as Rhett “Big Shark” Stark. Strange enough, however, people seemed not to notice Rhett’s aggressive behaviors and his overall image was that of a star salesman and a great person. When one employee voices some concern to the manager, the response was that this could not be true as Rhett was the best salesman this company has ever hired. Rhett was also the informal leader of a group of 8 male sales reps (himself included) who would frequently work late, then go out drinking and partying together. These behaviors were supported and, at times, even funded by the VP of Sales, who felt that these activities made for a strong team. The nights spent clubbing and bar hopping together did seem to create a lot of cohesion within the workgroup. It might have also hidden some of the negative behaviors that Jasmine has been noticing. Jasmine attended a few of the get-togethers of the so-called “Alpha Pack” and noticed how quickly they would arrive to a unanimous agreement…on all topics! Although they rarely interacted with other employees, Jasmine also noticed the negative tone they would use when discussing other employees. Two weeks ago, Mary, a new intern, suggested to Jasmine that sales zones be rotated among sales reps to keep things fair. Rocco, a member of the Alpha Pack, was around during the meeting and found it to be a good idea. He told Jasmine to pitch the idea in the next meeting, as he is sure that the others will see it in the same way he is. When Jasmine met the group together and explained the idea, everyone was silent. To add insult to injury, Rocco had yanked out his smartphone and pretended to work when Jasmine made the pitch for a second time. Silence again befell the room. In the end, Rhett stood up and asked each team member if they wanted to ‘shake up’ a system that works and whether they want their sales to plummet if the rotation was established. As usual, the group gave a unanimous vote against her proposed change.
a- Identify, using evidence from the case, where Rhett falls on each of the personality dimensions of the Big 5 model. Be sure to indicate if you believe he is high or low on that dimension and cite evidence from the case to support your argument.
b- Given what you know about attribution and using evidence from the case, can you explain why Rhett would refuse to reshuffle the sales zones?
c- What perceptual biases are evident in the case? Be sure to name the bias and give your rationale as to why you think it is evident. Provide evidence from the case.
d- Jasmine believes that the Alpha Pack suffers from groupthink. What are the symptoms of groupthink that appear in the case? Be sure to cite evidence from the case when you give your rationale. Finally, give 2 concrete pieces of advice on how to reduce groupthink in the Alpha Pack.