enario: KPRG is a leading provider of customer relationship management (CRM) systems, and were recently engaged by MallMart Canada to implement a new CRM solution for them. Sheila Manolo, CEO of MallMart Canada, had not realized that the decision to engage KPRG would cause such conflict within her sales and service department. Indications that something was amiss started when some of the senior customer service representatives were asked to contribute examples of calls they were routinely receiving and addressing. However Tyler, the KPRG project lead, told Sheila that his team was experiencing pushback and few of the requested examples were received. It soon became apparent that the customer service department was worried that their jobs would be at risk as many tasks they performed such as data entry of call details and follow-up service call backs would be automated by the new system. Why should we tell them what we know and end up losing our jobs? these employees privately warned each other. The consultants sensed this reluctance, but the employees kept their concerns to themselves. Another feature of the new system was its knowledge management hub that would aggregate all the information needed to answer sales and service calls in one easy to access area, and the information would be easily accessible even to junior or less experienced representatives. But the representatives, especially the longer-serving and more experienced ones, felt this would further jeopardize their job security as once their knowledge and know-how was documented and saved in the system it would make each of them more expendable. An additional source of concern for the representatives was that, during the month leading up to the launch, their shifts would vary and the team would have to take turns working late in the evenings and weekends to ensure that the new system worked flawlessly during peak and non-peak times. The representatives complained because this would mean significant disruption to their usual nonwork life, such as attending evening school events, spending time with family, or participating in sports and other social activities. Sheila reached out to the KPRG project leader, Tyler, in an effort to resolve the scheduling issue. Tyler did not reply to her emails so she gave him a call. During that conversation, Tyler said he was very busy this week, and that this was due to business travel overseas. Sheila reminded him that MallMarts contract with KPRG was very clear on response times and timely access to decision-makers on both sides. Moreover, because of how much this project was costing MallMart, their Board of Directors were paying close attention to the implementation and results of the project. KPRG was also likely aware that 2 having MallMart as an ongoing client meant repeat business for them with the companys ongoing growth in the coming months and years. Sheila is facing a real dilemma as she of course wants to be supportive in every way to her employees, but at the same time she needs to ensure this project is a success given the hefty price tag and the scrutiny it is under by her board. She has reached out to your team of HR advisors for guidance on next steps. Deliverables: A. Memo 20 marks, 15% Given your knowledge of workplace conflict from the textbook and class, analyze the situation and write a memo to Anna which outlines the following: 1. What are the key problems or issues? Briefly describe each of them. (3 marks) 2. Identify and briefly describe the main structural source(s) of conflict in this situation. (6 marks) 3. What actions should Sheila take immediately to manage these conflicts more effectively, and why? (6 marks) 4. Which conflict-handling approach should Sheila take in her dealings with Tyler, and why are you recommending this approach? (5 marks) B. Role Play 12 marks, 10% Often in the workplace providing a recommendation is not sufficient to solve the problem as you need to adequately prepare the appropriate parties to put the advice into practice. Prepare and record a video of a detailed role play where you demonstrate your recommendation provided to question #4 in Part A above. As we continue to operate in a virtual environment these mediums are becoming increasingly common. Please refer to the rubric attached for a breakdown of the marks for the role play.