Scenario

Jeff and Lisa both work for a small project management company called Innovative Solutions Inc. They are two key players on a team of six people responsible for strategic planning. Their role is to help companies adapt to changing environments by advising on innovative new strategies.

The company has been hired by a telecommunications company, who due to the pandemic, is considering changing their business model to a 100% virtual experience. This would mean closing down their store fronts and converting all face-to-face appointments to exclusively video appointments.

Lisa and Jeff's team have been assigned this client and tasked with providing the best strategy to move forward. Focus groups with existing customers were conducted with mixed results. Some customers preferred exclusive online interactions and some preferred the in-person experience.

Jeff feels that moving to a 100% virtual experience is best due to the cost-saving of closing the store fronts. Lisa feels that closing the stores will take away from the customer experience and highlights that the company will miss possible "walk in" customers.

It has now been a week of back and fourth negotiations with no solution found and tensions on the team are growing. There have even been a few arguments between Jeff and Lisa in front of other employees. Before this escalates further, it is now time for you, the manager, to intervene and resolve the situation.

Q) describe how you would address this scenario. (40 marks)

Q) What could the leader have done proactively in the situation?(3 marks)