The Scenario

Jasmine Patel, director of Human Resources at Vertical Horizon, sits at her desk thinking about what to do next. 1 She is wondering how to handle the disruptive behaviour of a high-performing sales representative, Rhett Stark. Vertical Horizon is a software company in the KitchenerWaterloo high-tech corridor. It started out developing programming tools that help large teams of software developers work together effectively. Now it was moving into other areas such as web content management. Since the company was in the midst of adding to its product line, it was very important that the sales representatives support the transition. If sales of the new product line were too low, the entire company could fold. The sales team consists of 12 outside (field) sales representatives and 6 inside representatives who provide support to the outside representatives. Each inside representative is responsible for generating leads and otherwise supporting the two outside sales representatives assigned to them. In addition, the sales team includes a sales manager who can be consulted on a daily basis for advice and a vice-president (VP) of Sales who is responsible for strategic initiatives. Most of the sales representatives, as well as the sales manager and the VP of Sales, are relatively new to the organization. As a result, they often consult with Rhett for advice about the company's products, its customers, and sales strategies. Rhett is an outside sales representative who has been with the company for over eight years, a long time in the software world. His natural charisma combined with his strong product knowledge and excellent customer service has helped him exceed his sales quota quarter after quarter. Rhett is charming, bold, and highly self-confident. He is a gifted leader who has a natural ability to draw people to him. People feel special around Rhett. Case 1: The Personality Problem Additional Cases 517 One co-worker says: "when he talks to you, he makes you feel like you are the most important and interesting person in the world." Although Rhett's personality has helped him become a successful sales representative, it has its downside. Rhett is the ringleader of a group of sales representatives who often work late and then go out partying together. This behaviour has been supported by the VP of Sales, who feels that the time spent bonding after work makes for a strong team. The nights the sales representatives have spent together clubbing and bar hopping has created cohesion within the work group, but it has also had some negative effects. Jasmine overheard two male members of the sales team discussing marital problems that had arisen as a result of their late nights out. "What bothered me," one said to the other, "is that when I told Rhett that my wife was upset about it, he just laughed and walked away. I know it's my own responsibility, but you would think he would be more sympathetic." A high-performing sales representative named Malcolm spoke to Jasmine privately about Rhett and made a similar point: "It's pretty clear that Rhett has a lot of informal power around here," he said. "Everyone, even management, listens to him and does what he says. I'm worried because I'm not part of his 'pack.' I don't drink or go out with Rhett's group. Rhett makes fun of me behind my back. He insults me in front of others, and no one dares say anything about it. Given his informal power in this department, how can I ever expect a fair chance at a promotion?" Worrisome, too, is Rhett's behaviour with his inside sales representative, Aisha. Aisha recently asked to meet with Jasmine to discuss a few "issues." She told Jasmine: "Rhett delegates work to me and then interferes by micro-managing it. When a project goes well, he takes the credit for it; when a project goes badly, he blames me publicly. I'm often asked to go beyond my duties to help Rhett; he even thinks it's okay to call me late at night and on weekends. If I don't do what Rhett asks, he says I'm being difficult and questioning his authority. Most of the time, I feel like I'm here only to meet his needs and not those of the other sales representative I'm assigned to. The thing is, Rhett's in charge of my performance review." Jasmine has no authority to tell Rhett how to live his life outside the workplace, but it's clear that he is negatively affecting other employees in the department. He also appears to be completely unconcerned about his impact on other employees. Jasmine suspects that Rhett is a narcissist, and perhaps Machiavellian too. But he is the company's best sales representative by far. How can she manage this difficult personality and help create a healthier work environment?

Discussion Questions

1. Do you think that Rhett is Machiavellian and a narcissist? Why or why not?

2. Assuming that Rhett is Machiavellian and a narcissist, what is the most effective way to minimize the negative effect he can have on other employees?