In the following situation of one of the most successful airlines, a certain turn of events resulted in a loss of £15 million in sales, delays and new bookings, rescheduling and compensation payments. Due to a busy summer, the airline's check-in staff were given greater autonomy in dealing with customers according to certain guidelines and staff were assured that the company would support them in any decisions they made . However the events did not occur as expected due to minor conflicts that occurred. The brother of the finance director who missed the flight wanted compensation for the services paid for, but the airline staff refused him as agreed, resulting in a dispute. When a person's needs are not met, according to human behavior, customers need someone to blame and therefore behave irrationally. It's more or less a universal pattern and since the check-in staff were solely responsible, they were blamed. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay However, in this case, since the client was a member of the finance manager's family, his reaction to the whole situation was different. Instead of supporting his staff in their decision, he instead questioned their decision to refuse compensation to the family and threatened them with disciplinary action. Due to the CFO's superior position in the company, he abused his power in the best interest of his family. We all have dozens of roles to play in every situation; in his case financial director of a renowned airline and brother at the same time. In the following case the financial manager was faced with the dilemma of whether to treat the customer like his brother or act in the company's best interest. However, his emotions got in the way and the CFO took action towards the check-in staff resulting in a dispute. This whole situation has created a situation of ambiguity, emotional dissonance and conflict among the airline staff. The CFO used his position of authority and power within the company at his own discretion. With many employees working under the finance director, he definitely has high economic power and status which he used in the given situation. Most likely the company's financial director was to blame because according to the agreement he had clearly stated that "check-in staff could refuse to serve customers who were late, rude, aggressive or threatening" and in this case the family was late and so they missed their flight. This is a case of role dissonance as there is a clear inconsistency between his beliefs (agreement of greater autonomy with employees) and his actions (threat of disciplinary action against his employees). Role dissonance causes conflicting attitudes, beliefs, and behaviors. Furthermore, in the case of employees, a healthy relationship can be seen as the staff supports each other as a team. This demonstrates collective cohesion and mutuality of interests among employees. When the check-in staff refused to serve the late customer, the check-in shift manager fully supported his staff in their decision instead of behaving opportunistically. The employees suffered a psychological breach of contract when the CFO failed to fulfill his obligations, in this case by not supporting their.