Dave had always dreamed of flying. Unfortunately, his eyesight was poor, and he suffered from dyslexia and ADHD. Moreover, he grew up in a family that had limited resources. This means that he had to work twice as hard as other students just to be average. This instilled in Dave a superior work ethic and a high level of empathy for individuals facing challenges. Nevertheless, he managed to overcome these challenges and graduate near the top of his class in both undergraduate studies and in his MBA. Dave was an entrepreneur by nature, disliked authority, and hoped that by joining a startup airline, he could carve his own path to success. And did he ever: he rose through the ranks from trainee manager to CEO. As a new CEO in the Spring of 2023, he was hoping to make his mark on the company as quickly as possible. A. Leadership Scenario One of the first challenges that Dave is facing is customer complaints. Lately, the airline has seen an increase in complaints, especially serious ones. The return to flying after COVID had not been smooth and passengers were even more demanding than in the past. A. 1. What do you think are Dave's values and ethics and do you believe that these will help Dave be an effective leader or just a successful leader when dealing with the customer complaint challenge? A.2. What leadership attributes do you believe have helped Dave with their growth trajectory? How will these help with the customer complaint challenge. A.3. How could the leadership pipeline at the airline have prepared Dave to deal with the customer complaint challenge? A.4. How could Dave deal with the customer complaint challenge on a long-term basis through change management? Would it be better to use emotional or rational change management and why? What would implementation look like using the ADKAR model (Awareness, Desire, Knowledge, Ability, Reinforcement).