Next, read the following scenario and consider it in terms of the theory your team represents:

Conrad manages a dermatology clinic—part of a much larger group of outpatient clinics—in southern Florida. It seems as though he constantly needs the help of the information technology (IT) team to update and maintain their old, outdated computers. Physicians and other staff members regularly complain that their equipment is too slow or does not work the way they expect. To get IT’s help, Conrad has to complete a work request via an online system. The request makes its way to the IT department and a technician is assigned. It often takes hours, sometimes days, before someone shows up.

Conrad, however, is clever. He has found a technician or two whom he really likes, and he has learned that if he offers them a small token of appreciation when they show up—say, a couple of movie tickets—they come much quicker the next time he needs their help. Conrad has learned how to best work within the system he was given to get the job done.