Jasmine, the leader of a team of 11 customer service specialists, has asked you to help her grow and develop as a leader. You agreed to conduct individual interviews of each member of the team and to return to Jasmine with their feedback. You specified that team members would remain anonymous in the data you presented, known only to you. In your initial meeting, you sensed that Jasmine would have a difficult time accepting negative feedback from team members and that she might get defensive. After the interviews, you summarized the data into the following themes, with quotes from team members to illustrate each.

• Team members believe access to Jasmine is too limited.
  • "Whenever I have an angry customer or need Jasmine to make a decision, it seems like I never get a response from her."
  • "She has cancelled my last three meetings with her."
  • "Except for staff meetings, she's never around."
• Team members appreciate being included in decision making.
  • "I like how she always gives us notice of what's happening from the corporate office and asks for our input."
  • "I was glad that she asked for volunteers to participate on the system redesign team rather than making the decision on her own."
• Jasmine's use of humor and sarcasm hurts team members' feelings.
  • "She's very childish. I don't appreciate being made fun of in front of my peers."
  • "She has a biting sense of humor that sometimes turns other people off "
• Team members would like Jasmine to be more direct.
  • "I like that she involves us, but everything on this team becomes a debate. Sometimes she just needs to make a decision and tell us what to do."
  • "She asks me 'what do you think we should do?' when I have no idea. She's the leader; she should tell us."

1. Based upon the information provided about Jasmine, what OB and OD issues are at play?
2. Given the information noted, explain the following:
   1. What are Jasmine's strengths?
   2. What areas should Jasmine seek to improve?
   3. In order to ensure productivity, while also encouraging needed change, how would you present this information to Jasmine?
3. What are the benefits and drawbacks of the data responses provided? What information should be further collected?
4. What theory/theories do you believe should be applied to address Jasmine's weaknesses? Why?
5. What individual intervention methods could be used? Why?
6. How, as a leader, would you ensure that Jasmine recognizes the need for change?
7. How would addressing these individual issues impact micro, meso, and macro level organizational factors/functions?
8. What challenges might you encounter when helping Jasmine improve her areas of weakness?
9. How would you measure and ensure that Jasmine makes the necessary changes?