1. Ignore the test. Charlotte has proved herself and deserves the job. Karen Lowry, manager of a social service agency in a midsized city in Illinois, loved to see her employees learn and grow to their full potential.

When a rare opening for a supervising clerk occurred, Karen quickly decided to give Charlotte Hines a shot at the job, Charlotte had been with the agency for 17 years and had shown herself to be a true leader. Charlotte worked hard at being a good supervisor, just as she had always worked hard at being a top-notch clerk. She paid attention to the human aspects of employee problems and introduced modern management techniques that strengthened the entire agency