Question: Make is a top-performing salesperson at pharmaceutical supply company. As reward for his performance, he is treated to a trip to the corporate office in California to meet the chief executive officer, Ms. Mills. Ms. Mills is known around the office as the Wicked Witch of the West" because of her short and sometimes abrasive demeanor. Mark's coworkers share horror stories of their encounters with her, stating that she rarely makes eye contact , never smiles, and dislikes being approached unless she initiates the conversation. Although he is excited to travel, he is nervous about what he and Ms. Mills might talk about. He prepares by thinking about how he can share his sales strategies and techniques. On the day of the meeting , he waits patiently for Ms. Mills assistant to call him into her office . When he is escorted in to meet her, he is shocked to see a petite woman behind the large desk smiling back at him with kind eyes. He approaches, shakes her hand, and waits for her permission to sit. Ms. Mills is nothing like the horrible person they made her out to be. Ms. Mills ask Mark several thoughtful questions about why he is successful, ways the staff can supported, and how the company fits in with his professional goals. Mark feels more and more comfortable as she leans forward to listen intently to what he is saying. Mark loosens his tie, crosses his legs, and begins sharing stories of how he feels his immediate supervisor has dropped the ball on more than one occasion and that the team would be better if more money were allocated to incentives and bonuses. Mark immediately sees Ms. Mills's eyes begin to squint and her brow furrowed. She stands up abruptly and says in a gruff voice that their time is up and that her assistant will show him out.
1. Given the professional context, what would you have done the same and/or differently if you were in Mark's position?
2. Do you think Mark accurately evaluated the context? Why or Why not?
3. What communication factors led to the change in the chief executive officer's disposition?
4. How could the keys process help Mark improve his communication skills?