The first few weeks go well. The team seems to accept him as the supervisor, the statistics look good, and his first meeting with his manager goes well. This is good as Dave is having difficulties with all the administrative duties of the new role and has not had the opportunity to spend much time $$on the job$$ with the team. Three months after commencing his role, Dave receives a call from a customer regarding the disconnection of their electricity whilst they were at home without any prior warning. This is not compliant with the team$$s standards and the organisation$$s Customer Service Policy.

After some discussion, Dave is able to appease the customer. He checks the records and identifies the team member responsible $-$ Mike. As it was not a formal complaint and the customer is now happy, Dave decides to take no further action and does not record his conversation with the customer. He is sure it must just have been a misunderstanding and doesn$$t want to cause ill feeling with Mike or other members of the team.

When it is time to complete the performance appraisals, Dave completes the required paperwork and has a discussion with each member of the team. Everyone is very happy with their appraisals, and everyone is recorded as achieving the required standards and behaviours. Later, Dave receives another call from a customer whose electricity was disconnected for more than four hours without prior warning. As with the first customer, this customer states they were home all day. Dave checks the records and identifies the team member who was working in the area. Again, it is Mike. Mike is an experienced team member who Dave gave high ratings to at his last performance appraisal. He is well$-$liked by everyone else in the team and Dave has always considered him a friend.

Dave is not sure how to approach Mike to discuss the issue. As a result, he decides to review the team standards, including the need to advise customers prior to disconnecting their service, at the next team meeting. All team members, including Mike, attend the meeting and verbally confirm their compliance with the standards. Dave is sure this will be all that is needed to stop anything similar happening again.

However, less than two weeks after the team meeting, Dave receives another call from a customer who has also had their electricity disconnected without prior advice, even though they had been home at the time. He checks the records and identifies Mike as the person who has again not complied with the standards. Dave is very disappointed and angry that Mike has put him in this position. He knows he must now take action but is unsure of what to do$,$ especially as he did not take any action on the previous two occasions and gave Mike such a high rating in his performance appraisal.

Given the above case study, answer the following questions.

a$)$ What actions or behaviours has Dave demonstrated that are effective?

b$)$ What actions or behaviours has Dave demonstrated that need improvement?

c$)$ What are the potential consequences of Dave$$s behaviour for:

i$.$ Himself

ii$.$ His team

iii. Mike

d$)$ What does Dave need to do to change his behaviour and also manage the issues with Mike and the team to a resolution?