House, Hearth and Home: Managing Leadership Change
The owner and general manager of a large retail establishment faced a dilemma about whether his long-time yard manager was still the right person for the job. The business increasingly depended on providing superior customer service in order to compete in the market. Recently, the owner had placed a personal friend in the operation as an assistant to the yard manager. This new addition had shown a real talent for developing employees and driving performance improvements. As a result, customer service feedback had drastically improved. The owner realized that the assistant had become the real leader of the yard. He wondered how to keep the momentum of the changes going while still showing due respect to a loyal employee.
This case will help both undergraduate and graduate students improve their understanding of several important aspects of leadership theory and practice including leadership versus management, leadership styles, strategic human resource strategy, conflict management approaches, the challenges of workplace friendships and successfully implementing contentious decisions.
Canada, Medium, 2012
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