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 rebookings, rescheduling and compensation. Due to a busy summer, the airline's check-in staff were given greater autonomy to process customers within certain guidelines and staff were assured that the airline would support them in any decision they made . However, events did not go as planned due to minor conflicts. The brother of the CFO who missed his flight wanted compensation for the services he paid for, but airline staff refused, as per the agreement, leading to litigation. When a person's needs are not met, consistent with human behavior, customers need to blame someone and therefore behave irrationally. This is a more or less universal pattern, and because the check-in staff were the ones responsible, they were blamed. Say no to plagiarism. Get a tailor-made essay on “Why Violent Video Games Should Not Be Banned”? Get an Original Essay However, in this case, since the client was a family member of the CFO, his reaction to the whole situation was different. Instead of supporting his staff in the decision they made, he instead questioned their decision to deny compensation to the family and threatened them with disciplinary action. Due to the superior position of the company's CFO, he abused his power to benefit his family's best interests. We all have dozens of roles to play in every situation; in his case, CFO of a renowned airline and brother at the same time. In the following case, the CFO was faced with a dilemma: treat the customer like his brother or act in the best interest of the company. His emotions got in the way, however, and the CFO acted against the recording staff, leading to a dispute. This whole situation created a situation of ambiguity, emotional dissonance and conflict among the airline staff. The CFO used his position of authority and power in the company at his discretion. With many employees working under the CFO, he certainly has high economic power and status which he used in the given situation. The company's CFO was most likely at fault because, per the agreement, he clearly stated that "check-in staff were able to refuse service to customers who were late, rude, aggressive or threatening." » and in this case, the family was late and therefore missed their flight. This is a case of role dissonance because there is a clear inconsistency between his beliefs (agreement on greater autonomy with employees) and his actions (threat of disciplinary action against his employees). Role dissonance results in conflicting attitudes, beliefs, and behaviors. Additionally, in the case of employees, a healthy relationship can be seen as staff members support each other as a team. This shows collective cohesion and community of interests between employees. When the check-in staff refused to serve the late guest, the check-in team leader supported her staff in their decision to the end instead of behaving opportunistically. Employees experienced a breakup.