All-Star City Tours has expanded rapidly since it began in 1993. The way people work is not consistent with the current size and complexity of the company operations that cover both Canada and the US. Roles and responsibilities are unclear and departments are at odds over how to accomplish the work. The executives do not meet often enough or communicate effectively with each other. Conflict has not yet hurt the relationships with clients but is causing some concern for the president who has been considering more expansion.

Identify the structural and personal sources of conflict between the leadership team members and between the departments. What role does emotion play in these conflicts?