a small rural facility. Her job also includes sorting incoming mail for distribution and metering and bundling all outgoing mail. She has been the only person doing this job since the hospital opened its doors 16 years earlier. She always worked independently and was never assigned to any particular supervisor. She never appeared on any orga- nization chart, and she considered the hos- pital's administrator, whom she rarely saw, to be her only \"boss.\" During a period of growth it was consid- ered necessary to establish the position of business manager. You were hired from the outside to fill this new position. One of the activities placed under your direct super- vision is Mrs. Martin's mail and reception darea. You are unable to tell from your initial visit with Mrs. Martin whether her seemingly quiet and stern manner is natural to her or perhaps indicates resentment. Your visit was not preceded by any announcement concerning your arrival and the position you were to fill. All she said when you intro- duced yourself and told her why you were there was, \"Sixteen years I haven't needed a boss, and I certainly don''t need one now.\" Case: Who Needs a Boss? Mrs. Martin is assigned to the reception desk in the lobby of Community Hospital