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Boss Management

Group members:
Ahmed Rafeh Nasir
Asad Ahmed Subhani
Aquib Zubair
Muhammad Shaheer Khan

Learning team: 8

Course: Organization behavior and Leadership

Submitted to: Dr. Aamir Khan

Date: 22/10/2016

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Organization Behaviors & Leadership (Boss Management)

Incident: 1

Interviewee: Mr. Noor Qadri

Organization: Muslim Commercial Bank

Designation: MTO-Sales

Interviewer: What’s your point of views on boss management? If you have any incident regarding
boss management that you want to highlight?

Interviewee: My name is Muhammad Noor and after graduating and completing my degree I join
MCB Because of interest in banking sector. I was selected in MTO-sales program and after
completing the training and joined the branch so I had to face a series of challenges that we had to
meet. The branch manager was a highly motivated person he always push the staff towards
establishing good relations & achieving the target. The hierarchy channel of the Branch was as
follow

Branch Manager (BM)

Operation Manager

Branch Supervisor

Staff

The operation was handled by the operation manager and he look after the whole branch. One of
the Incident that happened with me in the banking scenario was very interesting regarding boss
management. I had a very good understanding with bosses both operation and branch manager but
for us sales are more important that how much accounts and deposit we bring in, rather than
operations.

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The branch was not performing very well when I joined that branch. The branch manager had
issued special instruction to whole staff to try uplift the performance of this branch so the struggle
started and operation manger duties is to handle day to day operations. We usually meet during
prayer time that help me to get familiarize with him. The operation manager (OM) had got
instruction from the branch manager (BM) to achieve the targets and OM was not too much
interested because he think that achieving the target is the ultimate job of the BM and deny to own
this responsibility. He wasn’t deny this straight forward to BM but he said that I keep on struggle
and try my best for this branch but in real no struggle was made from his side. when I go for prayer
I try my level best to interact with number of people and introduce myself and provide detail about
my branch and benefit they got by having an account in this branch etc. just like what is expected
from a sale of marketing person. The very first time I go into the market to start my activities I
gained 4 current account and it was a good jump start for my carrier. I went into the office and told
the branch manager that sir I had gained 4 accounts he was quite excited he appreciated me, he
was like dancing. The BM office was at first floor and then a gallery so BM came down the stairs
with me because the staff work on the ground floor. He came down he picked my hand and
appreciated me and said you are a good champ and all branch staff was looking at me kay what
did this guy has done that BM has appreciate him a lot and said where there is a will there is a way.
Operation manger was so curious that a young boy at the very first day had established such a good
interaction with BM and receive appreciation from the boss.BM ha specially pinpoint the operation
manger in front of all other staff member because he recognized that OM was not willing to bring
specific business for the branch. This is the beginning of politics for me by the OM in the branch.

I was busy in my day to day activities and task and get a good response for the customers from all
the marketing campaign I had done and BM keep on appraising me in front of everyone by saying
that if this person bring in the new account so should you people be and you had much more
experience than this young boy. Operational manger was my ultimate boss and I had to report to
him as far as the operation task were concerned. The clash started when I bring in the new account
it was he duty of the OM to further execute it whether execute it through assigned branch
supervisor all the task i.e. KYC, form filling, verification & public figure (What kind of person he
is?, what type of account is suitable for him?, and the account limit etc.).These task are usually
done by operation manger or either by branch supervisor but actually he asked to do these task as

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well and I do these task because it a learning opportunity for me but the attestation and signature
are done by the OM to check whether the relevant information provided was true or not.

“Jub operation manger ko kehta tha to wo linger on karta tha jis ke waji say kam delay hota tha
so us ka liay branch main kafi dair rukna parta tha main nay aik cheez kaay mutalik 3 say 4 dafa
poocha tha unka respone nahi atta tha.”

So when I quit the job I meet my branch manager, operation manger and remaining staff and as I
reached near the car I received a call from my BM and he called me into his office and said that
these pending task need your attention before you leave this job. So I told my BM the whole
scenario about what’s going on with me in the branch. The situation of conflict or u can say element
of jealousy that being senior the operation manger was not valued and recognized based on his
performance. I received more recognition that create element of jealousy and my task are linger
own by the OM and try to show my bad image that I was not performing up to my optimal level.
After this incident happen, I became very hyper that when I am performing my job pretty well than
why this person is trying to be a hurdle in my job. Branch Manager call the operation manager and
a long session was happened in which issues of both parties were listened and tried to resolve it
then and there and giving instruction that such incident should not happened again.

“Organization main jub hum oper ja rahay hotay hain hum stuggle kar rahay hotay hain to
achieve our goals to automatically humari branch main na kuch log element of jealousy create kar
detay hain aur us kay oper koshish kartay har lehaz say kay wo apnay targets achieve na kar sakay.
Sometime yeah humaray ultimate bosses bhe hotay hain Jo isay kartay kay kahi promotion na ho
jay and short period main hum say behter designation pay na chala jay”

This is one of the biggest reason of conflict between me and operation manger and I try my level
best to resolve this issue with my OM. The role of BM is very supportive and cooperative that help
me a lot to cop up with this issue. After somedays the OM got transferred to another branch and
when I came to know that he was working in that particular branch.so, I go there to meet him
despite of everything happened in the branch .After all he is my senior but still the element of
jealousy was there and he did not recognized me and I was astonished that I had worked with him
and also the part of his team .So I told him that I worked with you still he meet me generally and
behavior is like that he do not want to talk at all so after spending few minute there I came back
home but that conflict never resolved.

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Incident: 2

Interviewee: Mr. Rizwan Khan

Organization: Shami Pharmaceuticals

Designation: Divisional Field Manager

Interviewer: Tell me about the Organization and its organizational structure?

Interviewee: Shami Pharmaceutical deals in wide portfolio of Medical product & Medical
instruments. These Medical products are negotiated with doctor and tell them about the latest
update. I am presently working as a Divisional field manager at shami pharmaceutical and under
my supervision 7 MSO are working that cover the particular territory of Lahore. The organizational
hierarchy consist of

National Sales Manger

Sale Manger

Area Sales Manger

Field Manger

Divisonal Field Manger

7 MSO (Sales Officers)

Interviewer: What’s your point of views on boss management?

Interviewee: “Being a Boss is quite easy to handle a Boss” because I know what are the plus and
minus of boss and how to handle it. In sales the moods of the individual changes for instance after
an achievement from a doctor the mod is different and similarly in case no response of the business
the mood is quite different and these thing effect a lot the office environment a green signal from
doctor to buy our product give us a sense of achievement in front of the boss and in case of no
response from the client I such moods if the boss ask narrow and irritating questions that feel us a
lot.

Interviewer: Any recent incident or conflict with your boss?

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Interviewee: Time management is very important for us a recent incident happened a few days
back when all of us were given instruction to be on your contact point within the specified time
but due to some circumstance I was late by 5 minute. I received a call from my boss in a very harsh
tone and he ask me rudely that you had not reached in time on your check point. I told him that I
was late by 5 minute and few minute relaxation or fair should be given to me. The situation become
such that I directly questioned my boss that had u reach at your point that is totally unprofessional
because boss can ask from us but we have to stay within our professional values. The boss ask me
who are you to question me and threaten me to report to the boss next to him. At that time my
behavior and mood is different and told him that I can directly talk to him so definitely I bypass
him by saying that you can talk to him I had no issue, such thing should not be happened in
professional life and one should had better tolerance level. This matter is discuss in meeting after
few days and experience like such upset me and affect my relation a lot with my boss.

Interviewer: How do you differentiate between a good and a bad boss?

Interviewee:

Suppose when you are assigned with multiple assignment for example you have to meet a doctor,
visit a particular individual, and entertain a doctor there is a chance that you might miss one of
these assignment. The good boss realize these thing and others not and they start telling and
pressurizing that this assignment has to be completed within a given time and through given
procedures so you start telling lie and trying to put fake things.

In sales our behavior is depend upon the behavior of our boss. The type of behavior boss had with
us is usually the behavior that is developed with our subordinates. If the boss exert the pressure on
us we transfer the pressure to our subordinates.

“Hum logon ko “Shocker Absorber” kaha jata ha because hum pori koshish katay hain kay same
kind of pressure apnay arkon par develop na karatay because is field main good boss wo hota ha
jo apnay opper anay walay pressure to absorb karay”

We send daily sale to your boss as my salesperson forward it to me. The boys usually busy in the
field or may become lenient therefore sometime delay in sending the report. Our boss is usually
not available after 9 p.m. and around 11 p.m. received a call from my boss and in a very harsh tone
he shouted that send me the sale right now and I was completely shocked. such late night call are

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irritating for me so using the same harsh tone I call my boys to told them to send the sale urgent
that irritating for them as well. If I am in that position I definitely try my best to overcome this
behavior or take it to minimal level and such late night call with such behavior is quite disturbing.

Another incident happened during my professional life is that when you are with your family
the tone is quite different and way of talk usually changes so the boss must considered it that person
might be sitting with his family. For instance I was doing dinner with my family late night and
received a call from my boss and he is showing rash behavior towards me. I tolerated it and keep
on listening to him for first few minutes. Later on, I became rash as well because when you with
your family and you continually using world like sorry again and again the family member got
impression that he might have done something wrong or having a bad day with the boss etc. This
situation was very embarrassing for me and it’s happened not for the first time but in the past I had
faced the similar experience. So in this tense situation I used word like I damn care. Unfortunately
instead of mending this issue the jury called upon the both and his words were acknowledge and
blaming me that my behavior was rude and rash. It’s quite disturbing that you expect positive
behaviour from oneside and negative from other this thing is unacceptable for me.

Interviewer: Tell me something about the culture and environment is respect to above argument?

Interviewee: The environment of the company is supportive, motivational and positive as well but
when the boss is not competent enough so you get a lot of pressure especially from the head office.
Boss have a very important role, if he know how to manage the team its good for the organization.
During my professional carrier I came to know that “Your Boss is your Company”.

“Aur agar boss he nahi theek than aap ke company he nahi theek and vice versa.”

A proper working hours should be defined to balance the professional and personal life. We usually
work from 9 to none in our profession. Boss is person who always led from the front so boss should
supportive and always motivate the employee if we are struck at a particular assignment than
instead of pressuring us he should motivate us so that he task is done more effectively.

“Agar hum nay koi achievement ke ha aur boss humay project karnay ke bajay apnay aap ko
project kar day yeah cheez bhe kafi disturbing hoti ha.”

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A recent incident that a doctor who is quite disturbing and very difficult for us to make him the
company client and efforts had being made from the past few month but all in vain. I had visited
him several time and finally convince him to buy our product. I told the whole story and he take it
very lightly like it’s not a big deal despite of the facts that he try his best to make him the client
but fail to do so. Later on I came to know from my resources that my boss had taken all the credit
and told his boss that all the hard work is done by him. This thing affect my productivity and
ultimately lead to bad relation with the boss and cause of various conflicts.

Incident: 3

Organization: Research Company

Gender: Female

Age: 24 years

Designation: MTO

Time spent: 1 hour 45 minutes

Conflict: Promotion

Started 7 months ago a journey which was perceived to be meaningful domain and I sincerely
had tried to do his job but unless I witnessed a malpractice at this organization. My agreements on
the job but there I saw a loop hole. Hadn't I just been able to perform at a satisfactory level? And
the bias? What’s with the rude attitude for no reason?

Note how I showed patience when I was told to have no increase in my monetary package. Started
manipulating and the boss heard it.

"phone rings"

Boss: Can I have you in my cabin right now?

Iqra: Yes ma'am sure.

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Boss: Iqra, I know that you have tried hard to succeed at your job. Nonetheless, for quite a few
days now, your overall performance has not been satisfactory. There are too many instances of
errors in the reports sent to the international office and your succession planning to supervise your
subordinate has slowed down the pace of your work considerably. What seems to be the problem?

Iqra: Ma'am, I am relatively old to this job now however I have not gotten an increase in my
package so far; which is my mere concern.

"Boss nods her head"

Iqra: Ibrahim and I started off with the same position yet he has gotten a salary raise. It’s explicitly
mentioned in my contract that it will increase regardless of the fact that my job duties have been
increased after the senior manager has left.

Boss: Yes, Iqra I was to talk to you about it. “Main kafi caught up thi”

Iqra: Ji maam but there is something that needs to be done.

Boss: Iqra, listen to the other person before you start talking about10 different things.

"Fix her posture"

Boss: “Meray kaan main Murtaza nei baat dali thi. Kya issue feel ho ra hai apko?” You are
relatively new. Just like a baby. You need more exposure. Once we see more of you we will
promote you.

Iqra: But my supervisor says the quality of my work is improving.

Boss: There is a right time for everything and you need to be patient. If you have any issue you
should come to me instead of discussing it with your peers

Iqra: But maam

Boss: “I don’t want you to cry over your problems like this, this is the real world and you have to
adjust accordingly” and there are no “Ifs” and “Buts”.

*Phone rings*

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The boss checked her phone and asked me to leave and she will discuss this issue later. I have very
upset the way she found about this and deep in my heart I was feeling that I have spoiled my
relation with her.

After this incident I felt a bit distant from the boss side but I kept on working hard and I make sure
the boss notices my efforts and “Intazaar kar re hun kab tankhaa ziada ho ge yah ogee bhe yaa
nahe”

Incident: 4

Organization: Berger Paints Limited

Gender: Male

Age: 30

Designation: Sales Manager (Buxly paints)

Time Spent: 2 interviews conducted Different days (2 hours each)

Conflict: promotion and quota bonus (Boss Management)

Questions Asked:

1) What is your designation in the company and tell me about the previous experience since
you joined Berger Paints?
2) How was your relationship between you and your immediate boss?
3) How did you deal with your boss?
4) What were factors that led to resolving your situation?
5) How do you think bosses should be managed?
6) What insights can you give us from your experience ?

I joined Berger paints 6 years ago and started as an MTE (management trainee executive) I
remained as a management trainee for almost 1 and a half years in which I was rotated in different
departments for better learning and exposure. After that I got promoted to product executive of
Buxly paints which is one of the decorative line of Berger paints limited. I worked as a product
manager for next 2 years and covered overall all the decorative sector of Berger paints. Then due

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to my excellent performance and taking in consideration all the other organization behavior and
aspects I was promoted as sales manager of Buxly paints.

Sales manager had a lot of work to do as he had to report to regional sales manager (R.S.M) on
daily basis. Above the three RSM’s of different region there was the general manager (GM) and
then COO (chief operating officer) so as I was at Berger for few years I knew the culture of the
company and due to rotation of departments during MTE program I developed a good informal
network with people. As a sales manager I was required to reach quota on my end as well and also
allocate quotas to 3 of my subordinates. The quota was allocated from top to down method from
the board to different territory regional sales manager and it was RSM’s duty to further allocate it
to sales manager and present the respective guidelines to achieve the quota in a given time frame.
Most of our salary was incentive based on which we earned despite the basic salary.

My immediate boss was a very highly qualified person and had a lot of experience in sales but as
I became sales manager he started putting all the pressure on me from the first day and saying
“Beta I know aap berger mein aap kucb saaloon say hain lekin sales ko manage karna itna asaan
nai hay”. I understood from our first meeting that it was going to be a hell of a ride. And I did not
want to mess this up so from that day followed the guidelines and gained experienced about sales
and most importantly excelled in it. Despite that my boss was not happy with me I was reaching
quotas as well. In the starting month I faced my difficulty as I was new to the field but after
sometime I stood my ground and my performance was getting better and better. I knew I had to
tackle my boss somehow or another at a certain time. So I only focused on my work indulging
myself into the moto “ALL WORK IS MY WORK” and I will do my part in the best way possible
not giving a chance to my boss to criticize me. As time passed I came into the eyes of the general
manager due to my excellent performance in sales division as my “Number” were on the top of
the list. The RSM started feeling insecure for some reason. As he started allocating me double
quotas specifically assigned to me as I could not assign them to my subordinates as well. “ meinay
socha kay tou meray saath unfair ho raha hay aor agar aisa hota raha tou i will lose my position in
no time”. Morever he started giving me quotas in half portion. “ pehlay pooray meheenay ka sales
target deta tha and then during the last few days aor urgent sale target de deta tha” which was
getting way to hectic to me and was effecting my life other than work as well I started staying in
the office for long hours and completed the target somehow. Next month he did the same thing so

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I was confused what to do now I thought of going to my boss GM and telling him the whole
situation. But I thought I should give some time and see what happens next. After I attained the
quota of the month the month was almost over and I asked for my bonus as it was delayed for
some reason I went to my immediate boss and asked him the situation he again allocated me with
high short interval quota which was impossible to attain in that time period and was denying to
give my bonus unless I do it. “ aapko aapka bonus tabhi milay ja jab aap apna kaam poora karo
gey jo kay humara incentive plan system hain so you better get to it fast”. I said “sir aisay tou nai
hota jo aap kar rahain is wrong and cannot be justified”. So at that moment I decided to go to my
GM and explain him the whole situation of what is going on. I immediately went there and told
him the situation. He told me go to my office and he will take care of the situation. After sometime
the GM called me in his office where RSM was already present and they started discussing the
whole case again. I gave my point of view and told him that all about my performance and how
important it was for me to attain them. The RSM was trying to manipulate me the GM but I told
him to ask my subordinates about my work and other colleagues of how I was performing I gave
them a valid point. When everyone justified in favor of me and justify my position I was given my
bonus and RSM was penalized by the board of directors for such manipulative and unjust behavior
with the employees. and I now I am hoping to be promoted to RSM of my territory in a few months
In Sha ALLAH. I think one should be calm in the organization and stand your ground no matter
what! It is a cruel world in the corporate world with high intensity cut throat competition and one
should learn to deal with organization and make strong informal networks which can help you a
lot in time of distress.

Incident: 5

Company name: Coca Cola beverages private limited

Designation: Channel Marketing Officer

Age: 29

Location: Multan

Interview duration: 21 minutes

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Conflict: Conflict of Trade promo through dotted reporting

Q. Sir tell me about your designation and do you think it is easier working in an MNC?

“Asalam-u-Alaikum I’m a channel marketing officer at Coca Cola Beverages Private limited. Im
a part of the Multan territory and I’m handling the Multan city region.Working in a multinational
might seem very nice and like ke achi environment hoge aur acha office mila ga but it’s not all
like that. Bahar se toh sub yehi sochta hain na lekin aik dafa jub andhar atay ho toh pata chalta ha
ke yahan kiya scene ha. So working in a MNC has its own sets of pros and cons. You have to face
a lot of problems in dotted reporting. Dotted reporting means that you have two bosses. One is
your direct boss and the other is your bosses’ boss.”

Q2. So what comes under your Job Description and what is the organizational structure and who
do you have to report to?

“Usually I look after promotions and IMC in the Multan area. In my line work I usually have to
report to the head office along with territory operations manager (TOM) so I have to take
commands from two bosses instead of one.”

Q3. Can you remember any instance where this reporting structure caused you any problem? And
any area regarding boss management?

“I can quote you an instance where I had trouble in boss management. While working on a trade
promotion a couple of months back , woh trade promo meray immediate boss (TOM) he was
running that promo and along with that aik head office ki taraf se bhi promo run karna ka order
agaya mujha. So I was in a fix that which boss should I listen to and which promo I should run.So
which boss should I report to?

At that moment I made up the whole homework and I went to my boss aur meina unko bataya ke
head office ki taraf se yeh order aya ha mail mein”

My boss told me “This is the thing that is being run in this territory and I’m handling it myself”.

Q4. So how did u handle this situation with your immediate boss? What did you tell the head
office?

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“Ab meina toh apna boss ki sunni ha na and I can’t also say to the head office ke mein apka kaam
nahi kar sakta aur yeh chese nahi chala sakta.”

Then I thought that I should do the homework of the both people despite that it would take me a
lot of time and it would divide my attention to two different things but meina raatain jag jag kar
kar hy liya dono ka kaam but the problems didn’t end there because I also have to report to the
head office that how much have I made progress on their instructions and what is the situation.

“I told my boss that you are right but what I should do because not following the head office orders
will affect my KPI’s and give me a bad image in the head office, because usually the trade
promotions are run by the head office but this time there was also a trade promo being run by TOM
separately.”

Q5. What actions did you take to make everything streamlined?

“I managed to make another promo on the same SKU and I asked my boss to run that promo”.

I told my boss “is tarhan hum head office ko bhi mana nahi kartay aur hum yahan pe bhi kaam
nahi roktay”.

“meaning agar mein dono mein sa kisi ko bhi mana karta toh blame toh mera upar hy ata and I
would be the one who would have to face consequences from either side. So my boss got in contact
with his boss and eventually a promo was decided and I was very happy with the situation either
way because both promos were designed by me and my boss was also happy as well as the head
office”

“This time I was lucky that I was able to handle the situation well but sometimes its not easy and
that creates a lot of room for office politics. But the point is you have to be tactful and you cannot
say no directly to anyone and say keh hum yeh kaam nahi kar saktay so you have to find another
way to deal with this type of situation.”

Q6. So what do you suggest that how a boss should be managed?

“with my experience from this situation I would say never say no to your boss because at the end
of the day he has to evaluate you on the job”.

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“What we have Learned”?

We learned from this interview was that whatever you might be feeling in a work place you should
not share that with your peers because you never know what the other person has in his/her mind
for you. Everyone is competing and at first they act as they really care for you but that’s not the
case. People are always finding your weak spots and can hurt you exactly there when they feel like
doing it. In this particular case Murtaza, the way he told the boss about Iqra and now their
relationship has also been effected. We can also relate this to the paper “The Subordinate’s
Predicaments” in which there is the point of “Relating personally vs. relating impersonally”; over
there they are discussing this with regard to the relationship between boss and subordinate but the
same thing can also be applied among peers.

We also learned that one should stand your ground in the organization. As it is not up to us that
we get a good boss or a bad boss so one should be prepared for anything beforehand and give out
your best. We can also relate the Martha Rinaldi case with Sales manager incident that she stood
her ground despite being in the one down position and as her boss kept on treating her like she was
nothing and there was also a sense of jealousy and insecurity when she was becoming prominent
into his boss eyes similar in the incident we discussed.

we learned from this interview that maintain a healthy relationship with the boss is essential and
not disturbing or breaking the chain of command is the best practice that can be done. The

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respondent also shed some light on keeping your boss in the loop even if is not part of a promo or
activity because if any problem is faced regarding the matter the boss can be asked for help and
guidance and this will leave a good impression on your boss.

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