Reference no: EM133183524

Case ACE Insurance Company has Leadership Issues

Annie White and Chandan Patel each supervise twenty clerks at the head office of a large insurance company.  The clerks perform routine tasks such as filing, word processing, setting up data bases, and general office duties.  Annie and Chandni rotate on a weekly basis between the two groups of twenty clerks. These two supervisors have been experiencing problems over the last few months because of their sharply different views on how their clerical staff should be managed.

Annie White feels that jobs of the clerical type result in boredom and job dissatisfaction for the people doing them.  In her view, it is important to prevent the errors that would invariably occur because of the lack of attention paid to the job.  Accordingly, she has instituted numerous checks on the work of the clerks, and has required that each do a carefully designed function.  If an employee commits a specific number of errors during one shift the employee is reprimanded and a letter goes in his/her human resources file.  These letters are taken into account when it is time for a raise.  Annie doesn't coordinate her supervisory responsibilities with Chandani very well.  If she has something to tell Chandani she will e-mail her.  She does not feel comfortable talking face to face with Chandni because Chandni has an accent and Annie doesn't always understand her. Annie feels that she and Chandni have nothing in common.

Chandni Patel agrees that the work at times may cause boredom and dissatisfaction.  However, she feels the way to reduce the negative impact of this is to increase the decision-making scope of the jobs. Accordingly, she allows the clerks she supervises to decide among themselves how the total work load is going to be divided.  The only specific requirement is that productivity objectives set out by higher management be achieved.  When the team meets their weekly objectives Chandni lets them leave early on Friday afternoons.  Chandni is the type of employee who will help out others whenever she is asked. Sometimes she is asked to cover for other supervisors when they are away and she gladly agrees.

Annie feels that Chandni is not strict enough when she is the Supervisor and criticizes her supervisory skills to anyone who will listen.  Recently Annie complained to their Manager, Mary Marsh about Chandana's behavior.  In response to the complaint, Mary scheduled a meeting with Annie and Chandni. During this meeting they discussed the problem and how it should be addressed.  Annie became very heated during the discussion.  Annie insisted that she knows the employees well and that they should be watched and controlled at all times.  She was not going to change her style and that was all there was to it. Chandana was very calm when she expressed her point of view. She said that she didn't really want to change her style of management either but felt that they should discuss the situation and try to come up with a solution.  With those words Annie jumped up and walked out saying she was too busy to sit around and discuss the issue and she was going to continue to supervise her way. 

You are an Organizational Behaviour Consultant called in to look at the situation.  You decide to start off by talking to some employees. The following is a summary of your discussion with the employees.

Carla:  "Well, lately we've been putting in a lot of overtime, and Annie seems to think that we should always appreciate the opportunity to come to work and make more money.  After a while, though our families begin to suffer, not to mention our backs and shoulders.  The extra money's OK, but most of the time it's not worth it.  I've been working part time on my accounting diploma through night school and the overtime is preventing me from keeping up with my studies. I don't want to risk my dean's honors standing.  I have discussed my concerns with Chandni and she is very helpful.  Sometimes she lets me go early even when Annie is my supervisor that day. Chandni is going to talk with Annie to see what can be done about the excessive overtime hours."

Manpreet:  "I don't find the work boring.  Every day we do different tasks and in a different order. I am happiest when Chandni is my supervisor because she lets our work group organize who is going to do what. We get to interact with each other more and I enjoy that.  We always seem to be laughing when Chandni is our supervisor.  She tells some great jokes."

Sam:  "I enjoy working here when Chandni is my supervisor. Chandni lets you know when you are doing a good job and helps you out when you fall behind or have problems.  When Annie supervises, it seems like she ignores you unless she has a problem with your work and then you hear about it.  My productivity is much higher when Chandni is my supervisor."

What is one type of conflict between Annie and Chandni? Explain your answer with case support.

What is one loci of conflict between Annie and Chandni?  Explain your answer with case support.

Identify the conflict handling style used by Annie when in conflict with Chandni.  Support your answer with case evidence.

Identify the conflict handling style used by Chandni when in conflict with Annie.  Support your answer with case evidence.

According to Hershey and Blanchard's Situational Leadership Theory which leadership style is Chandni using with the clerks?  Provide an explanation with supporting evidence from the case to support your answer.

According to Hershey and Blanchard's Situational Leadership Theory which leadership style is Annie using with the clerks?  Provide an explanation with supporting evidence from the case to support your answer.

According to Hershey and Blanchard's Situational Leadership Theory which leadership style should be used with the clerks?  Explain your answer using case support.

Five sources or bases of power were reviewed this semester.  Identify once source of power for Chandni.  Support your answer with evidence from the case.

Five sources or bases of power were reviewed this semester.  Identify once source of power for Annie.  Support your answer with evidence from the case.

As an OB consultant hired by manager Mary Marsh you have uncovered a need for change.  You would like to present to Manger Marsh an Organizational Development (OD) Plan. Define OD and identify two techniques /interventions you would like to implement.