Tony Jackson was first employed in a busy branch office of a building society on a Youth Training Scheme but left after two years because there was no permanent position available at that time. However, nine months later and following a period of continual rapid growth in business a new position was established in the branch. Jackson applied and got the job. After speaking on the telephone to the personnel department at head office, Mary Rogers the branch manager told her staff that she had always got on well with Tony Jackson. He seemed very bright, did everything asked of him and never caused her any trouble.
Jane Taylor had been employed with the branch for the past four years, since leaving sixth form college.
Her main duties were those of a cashier and assisting with mortgage advance accounts. Two weeks before Jackson was due to start work Mary Rogers asked to see her.
'From now on, Jane, I would like you to act as senior branch assistant. I need someone to take some of the weight off my shoulders. Your main task will be to be responsible for the quality and accuracy of the work of the staff and to look after things when I'm not here.'
'Well ... er ... thank you, Miss Rogers. This is unexpected. It sounds exciting, but I wonder if ...'
'Oh, I know you can manage, Jane,' continued Mary Rogers. 'You know I tend to rely on you already. Anyway I've arranged for you to attend a refresher course at head office the week after next.
It's all about our systems and procedures, and new ideas on automated technology, I think they called it. I am sure you will cope. And I know the extra money for the job will be helpful, won't it?'
'Yes, that's true enough - the money will certainly be helpful - but ...'
'Good, that's fine then. I'm glad we got that settled.
Now you must excuse me,' said Mary Rogers standing up. 'I have to attend to these returns due at head office by the end of next week. Then I have some new ideas for introducing even more business and providing a detailed analysis schedule of advances that I am working on. And I am due to see Pat Gray at the solicitors some time. Always plenty to do, Jane. We must have another chat sometime.' As Jane left the manager's office she reflected upon the extra money. With the new house and a large mortgage it would be very welcome.
Approximately two months later
Jane Taylor is speaking with Mary Rogers in her office.
'I am sorry to trouble you, Miss Rogers, but it seems that Tony Jackson and I may have a clash of personalities.'
'What do you mean, Jane?' asked Mary Rogers.
'Putting my own feelings to one side, I made a conscious effort not to let it affect my work or responsibiities. But he does not accept jobs I give him without a fuss and tries to pass his work onto the YTS. He also tries to embarrass other members of staff when they are serving customers,' explained Jane.
'How do you mean he embarrasses you?'
'Among other things, he shouts to other assistants at the far end of the office and refers to customers by nicknames to try and make us laugh.'
'Oh dear, well we can't have that, can we now, Jane? What have you done about it?'
'I did try to tell him about it and told him not to be so stupid and childish, but it didn't seem to do any good.'
'All right, Jane, you had better leave it to me,' sighed Mary Rogers. 'I suppose I had better see what I can do. In the meanwhile I think you should try to learn to exercise your authority more.'
Lunchtime, three weeks later
Jane Taylor is with a friend in a local pub.
'What's the matter, Jane? You seem a bit down lately. You're not still annoyed about that assistant, are you?' asked the friend.
'It's not just that, but, oh I don't know…but, yes it does upset me,' replied Jane. 'You remember I told you about me seeing the branch manager; well, afterwards I had another go at Jackson. I told him to concentrate on his own work, but this is often below standard and when I showed him his mistakes he just said, "What do you expect, I'm only human."' 'But you didn't just leave it like that?' inquired the friend.
'No, a couple of days later to try and overcome the problem I took him to the staff kitchen. I told him we all had to work together and as assistant manager I had a responsibility to keep the office running smoothly, and that an effort should be made for all of us to get on with each other. If not, I would take the matter further and report it to Miss Rogers. He just shrugged his shoulders and said,
"Yeah, all right, let's go and see Mary.'''
'So then what happened?' asked the friend expectantly.
'His reaction was unexpected. It threw me a bit. I think I said something like "when I'm ready" and walked away. Mind you, his work did seem to improve for a time. But then last week I told him I needed his help with this urgent job and he got all huffy with me. When I told him it was about time he grew up and stopped behaving like that he just said, "If you treat me like a piece of dirt, I'll behave like a piece of dirt'' or words to that effect.'
'So did you go to see Miss Rogers, then?' the friend asked.
'I was going to. But, no, not yet. I know I really should go and see her again sometime before too long,' replied Jane. 'Anyhow, sorry, must dash now.
We are still so busy at work - business seems to be growing all the time. See you again sometime.'

Questions

(a) Discuss the various issues of managerial behaviour and related matters raised by this case study.
(b) Explain what actions you think should be taken in order to help improve the situation. Give supporting reasons.