BUMGT1501 Management Principles
Jamie westbrook takes prides in her position as salon manager for Sharpstyle Salon, one of a chain of hairdressing salons under the Gold Group Umbrella. She oversees a staff of 15 including haidressers, a nail technician, receptionists and hairdressing apprentices. Jamie enjoys a reputation as a manager who works very hard and takes care of her people. Hairdressers want to work for her.
Following the salon's new hire policy, Jamie began as a hairdressing apprentice and quickly became top hairdresser in the company through a combination skill, a large and loyal client base and long hours at work.In 2013, , retiring manager Carla Weems hand-picked Jane as her successor, and the board quickly approved.
Initially, the salon, located in a suburban shopping centre, managed a strong, steady increase, holding its position as one of the company's top performers. But an economic crisis hit the area hard, with increases in unemployment and mortgage woes among current and potential customers. As families sought way to save, the luxury of regular visits to the hair salon was among the first logical budget cuts. The past year has reflected this economy reality, and Jamie's salon saw a sharp decrease in profits.
Jamie's stomach is in knots as she arrives at the salon on Monday. Scheduled to fly interstate the next morning at head office, she fears potential staffing cuts, but more important, she fears the loss of opportunity to secure her dream job, replacing the retiring manager at Riverwood Shoping Centre, The top -performing salon located in an upscale area of the city.
Distracted, Jamie walks past the receptionist, Marianne, who is busily answering the phones. Hanging up the phone, Marianne tells Jamie that Holly and Carol Jean, two popular hairdressers, called in sick, and Jamie now has to reschedule their clients. Jamie had denied their earlier request to travel out of town to attend a concert, and her irritation is obvious. She orders Marianne to call both women and instruct them that, when they return to work, they are each to bring a medical certificate. "They had better be sick!" Jamie shouts as she enters her office, slamming the door more forcefully than she intended. Startled employees and early-morning customers heard the outburst, and after a momentary pause, they
resumed their activities and quiet conversation, surprised by the show of managerial anger. Jamie knows she has let Holly and Carol Jean get away with unwarranted absences before and worries that she will do it again. She needs very head of hair they can style to help the salon's profit.
Jamie takes a deep breath and sits at her desk, turning on the computer and checking emails, including one from the group manager reminding her to send the salon's status report in advance of tomorrow['s meeting. She asks Marianne to have final figures for the report on her desk by 1.00 p.m
Picking up the phone, she calls Sharon, a manager at another SharpStyle salon. " I really lost my cool in front of everyone, but I'm not apologising , "Jamie admits, adding that she wished she had the guts to fire both stylists. "But this is not the day for that drama. I've got that report hanging over my head. I have no idea how to make things look better than they are, but I have to come up with something. Things look pretty dismal".
Sharon assures her that she did the best she could dealing with two 'irresponsible ' employees. 'What will you do if they show up tomorrow with no medical certificates?'
' I don't know. I hope I scared them enough so that they'll come in with something.'
' I know you are worried about the report and the effect it might have on the Riverwood Job,'Sharon says. 'But everyone knows you can't control the economy and its effect on the business. Just focus on the positive. You 'll be fine.
At 10.30, as Jamie struggles to put the best possible spin on the report, she is called to the receptionist desk to speak to an angry customer. 'Another interruption, 'Jamie fumes to herself. Just then, the door opens and top stylist/assistant manager Victoria Boone sticks her head into the office.
'I know you are busy with the report. I 'll handle this, 'she says enthuasiastically. 'Thanks,' Jamie replies.
No sooner had she handed off the irate client to Victoria than she second-guessed the decision. In addition to her talents as a hairdresser, Victoria had experience as a manager of a successful salon in another city before moving to the area. Recognizing her organizational and people skill, Jamie promoted Victoria to assistant manager soon after her arrival. Now each 'I 'll handle this' remark by Victoria convinces Jamie that her assistant manager is positioning herself as a potential rival for the Riverwood job. Jamie apppreciates her enthuasiastic attitude, but she's also trying to limit her opportunities to lead or appear too competent before staff, customers and company officials. Jamie finds herself wanting to hide Victoria's competence, and she has condescendingly reminded management that Victoria is a 'great help to me'.
Now , thinking of Victoria's cheerful 'I ll handle this,' Jamie rises from her desk and marches to the door. No, Jamie thinks, I 'll take care of this personally.
1.What positive and Negative managerial characteristics does Jamie posses?
2.How do these traits help or hinder her potential to get the top position at the Riverwood Shopping Centre salon?
3.How do you think Jamie should have handled each of the incidents with Marianne? Holly and Carol Jean? Victoria?