Human Relations in Business – Maja Barnes’ Case Study 11-2: So, Is This How You Learn Leadership?
1. What is your opinion of the contribution of Olsen’s representative experiences to his development as a leader?
Leadership - “the process of bringing about positive changes and influencing others to achieve worthwhile goals”. After three months of becoming an assistant manager, Len’s leadership skills have already been put up test. As an example, he effectively managed a customer who spilled hot coffee on herself while answering a call, and because of that, she was about to sue the restaurant. Len effectively calmed her down by offering the restaurant to pay for her dry cleaning. He demonstrated effective leadership skills and confidence, by facing an angry customer and preventing get the restaurant into a lawsuit. In the above situation, Len was an effective leader, but other two circumstances clearly need some development. Gus, the salad chef showed up to work drunk. Olsen told him that it was against company rules and got him a taxi home at company expense. It was a violation of company policy and in case Gus drove to work, the law. There are a lot of things that may be going on around Gus, like the negative changes in Gus’ life that cause him to show up to work drunk. Len solved a problem temporary by sending salad chef home, but he definitely should approach him next time when he is sober at work. Olsen should ask him questions what made him to show up to work drunk. He should explain to Gus that such behavior is not tolerated, and next time if he will come to work in the drunken state he will be fired. Additionally, if he sees that he drove to work drunk, he will also call the police. Another situation with Annie, a server who called off because of her sick dog, showed his poor leadership skills that need to improve. Furthermore, Annie was also clear that for her dog was much more important than her job. I think that there are a few solutions that Len...
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