Kay: Hi Mike, can we have a talk?

Mike : Hello Kay, Yes why not

 Kay: How are you mike? 

 Mike: I am doing good. Just finished the meeting and How about you?

 Kay: I am good. Just having a rough day.

Mike: Ohh, soo??? What’s the matter?

 Kay: umm.. What’s the status of our client, Gramen?

 Mike: Yes I am working to finalise the content for them , 

 Kay: Okay, that’s great.Silence

Actually,,,,,,,, I had a conversation with Nunez..

Mike: Is there anything serious?

Kay: Actually, Nunez told me that you have left multiple voice mails to her. Can I know the
reason why?

Mike: Yes, I have. Because I wanted to make her understand that case studies videos on
account receivable will benefit them as they are having severe caseflow problems. 

Kay: Okay, I understand what you wanted to discuss with her. But I think in the last meeting
they made it very clear that they have top 2 priorities, one is increasing inventory turnover
and capital utilization and so they particularly wanted case study videos on these two topics.
Also they wanted that case videos to be universal then particularly targeting account
receivables as it was not the core part of their business. Am I right?

Mike: Yes, you are right. But Kay try to understand. in my experience of making training
modules for lean manufacturing. One of the issues that grameen’s smaller acquisitions were
facing was account receivable, they have provided credit to customers with payment terms 
looser than industry standards. manufacturing managers are often unaware of the impact
sales and financial strategies had on working capital and bad debt expense. 

Kay: Okay, I know even Nunez liked your idea. But she has already informed you that the
small acquisition on which you have based the case study was not part of their core
business. Hence we should focus on what they want. 

Mike: Yes, Kay, I understand but they also need to realize that this will actually help their
business to increase cash flow. Moreover, the participants will understand the nuances of
financial concepts through this model.

 Kay: Mike I get it but we need to understand their demand. And it should be our priority to
satisfy them. Also, your voice mails have annoyed her and which has put the company in a
bad light. We  have less than one month to entirely develop a new case study. So to save
the reputation of our company  I think we should prioritize gaining their trust back by giving
them what they want.
Mike: sorry I didn't realize my voicemails could have annoyed her. And you’re absolutely
right that right now we should focus on saving the reputation of the firm  by meeting their
demands in the best possible way. Also, my team and I have to work overtime to meet the
deadlines.

Kay: Thankyou for understanding Mike.

 
Mike: thank you Kay

Mike: thank you Kay

Observer- I observed that Kay Sunderland approached Mike very calmly. She asked for the
reason behind these voice mails instead of shouting at him. And very patiently listened to his
explanations. And after understanding his part. She made him realize that he had annoyed
Nunez by sending multiple voice mails. After that she persuaded him that given the current
situation of urgency and to save the company’s reputation he should focus on meeting their
demands, as efficiently as he can.