Determine the facts in the situation – obtain all of the unbiased facts possible
- Jack is an American working on a social venture in a youth center in Kenya
- Since Jack was a guest, he was asked by the staff to distribute the gifts to the kids in the ceremony
- Kids were given gifts by the center
- A staff member didn’t get gifts for 4 kids
- Jack was designated to hand out the gifts
- The 4 kids think it was Jack who didn’t get gifts for them
- Staff members didn’t acknowledge their mistake and brushed it off
- Staff told Jack to solve it
Define the problem and the stakeholders – those with a vested interest in the outcome
The problem is that there were not enough gifts for all of the children at the youth center. Jack is worried that the four children that did not receive the gifts feel left out, while the staff members do not see an issue and are worried that Jack may be difficult to work with.
- Staff members
- Jack
- 4 kids who didn’t get gifts
- Kids who got gifts
Determine and distinguish between the personal and professional motivations of the stakeholders.
The staff members as professionals are not concerned with how the four children feel about not receiving gifts because their anger is not threatening to them. They want to be efficient and so they don’t have the bandwidth to pause and feel empathetic about each individual kids’ feelings. Jack on the other hand wants all of the children to have a good impression of him since he will be working with them for five months. Moreover, he feels guilty for what happened and wants to get rid of this guilt. The 4 kids who didn’t get gifts feel hurt and are confused about why they didn’t get gifts with the same pomp and circumstance. They also may be singled out and bullied since everyone else in the group knows that those 4 are the ones who were left out. They want to feel included and be given the gifts like everyone else in a ceremonious way. They also may feel that the other kids have better relationships with Jack since they didn’t get black hats.
Formulate (at least three) alternative solutions – based on information available, to have a win-win situation for your relationship and your venture.
Approaches [1/2/3: repeat for every action]
- Potential Solution
- Get another gift for left out kids
- Make the kids feel better about their hats
- Try to make it up to the kids with future positive interactions
- How does it solve the problem?
o Pros
- The left out kids won’t remain upset with Jack, since they feel special
- The kids will enjoy the “gifts” they got
- Restores the trust the kids lost in Jack.
o Cons
- The other kids might be upset that those four got extra gifts. Jack has to buy gifts, he may not have the money.
- None
- They still don’t get a gift. They might still remember. Jack would have to come up with creative ways to make it up.
- How does it save face of those involved?
- The staff don’t have to admit they didn’t correct the error
- Jack doesn’t lose the trust
- Implications on relationships
o Short-term
- Jack and the staff would be able to avoid further disagreement about the forgotten presents
o Long-term
- All of the children would have the same positive view of Jack.
- Implications on the venture
o Short-term
- The 4 kids who were left out have a negative view of Jack and would be less engaged & cooperative
- Tension between Jack & staff since they think of him as a ‘children’s right activist’
o Long-term
- Jack doesn’t trust the staff
Select the best course of action – that solves the problem, saves face and has the best shortterm and long-term implications for your relationship and venture. Explain reasoning and discuss your solution vis-a-vis other approaches discussed in class.
Jack could get gifts for the forgotten kids and then hold a continuation of the ceremony to give them out where the other kids can see.
Step 7: List the sequence of actions you will take to implement your solution.
- Jack would get the 4 kids other gifts
- Find a time wherein all the kids are present and publicly acknowledge that the previous gift ceremony was met with some administrative issues and so the 4 kids who didn’t get gifts would be given them now
- Give the 4 kids the gifts in front of everyone
- Everyone is happy 🙂