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Mary was hired as the new supervisor of the Patient Services Department at Northside Hospital. Two employees in the department, Juanita and Sue, had applied for the supervisor position but were not selected. Chris, Mary's boss, warned Mary that Juanita may be resentful about not getting the promotion and to handle the situation as she saw best. During Mary's individual meetings with the employees to get to know them, only the meeting with Juanita went poorly, as Juanita was reluctant, refused to look at Mary, and seemed to convey a defensive message through her body language and stare.

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154 views1 page

PL

Mary was hired as the new supervisor of the Patient Services Department at Northside Hospital. Two employees in the department, Juanita and Sue, had applied for the supervisor position but were not selected. Chris, Mary's boss, warned Mary that Juanita may be resentful about not getting the promotion and to handle the situation as she saw best. During Mary's individual meetings with the employees to get to know them, only the meeting with Juanita went poorly, as Juanita was reluctant, refused to look at Mary, and seemed to convey a defensive message through her body language and stare.

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CASE 35 A Leadership Challenge

Background Information
Mary Herzen could not have been happier when she was hired to supervise the Patient
Services Department at Northside Hospital. At age 45, Mary had been in various patient and
bookkeeping capacities for more than 15 years, and she enjoyed both the work and
supervising others. This new opportunity came at a perfect time: Just three months earlier,
she had lost her job as part of a gen- eral reorganization at Central Hospital.
As Patient Services supervisor, Mary oversaw a department made up of a senior services
representative and two service reps. It had taken five months to fill the position. The delay
was caused in part by the internal job-posting proc- ess of notifying and interviewing
internal applicants before advertising outside the organization.
Two Northside employees had applied. Both worked in the Patient Services Department.
Juanita Ramirez, 32, had been with Northside for 10 years. She was the senior services rep,
with over eight years experience in this department. Sue Williamson, at 26, had less time
with Northside and, therefore, less experi- ence in the function. Although both were
interviewed for the supervisory posi- tion, neither were seen as strong enough candidates
for promotion.
When Mary arrived for work on the first day, she met her boss, Chris Sapiro, after
completing the new employee paperwork in Personnel. Chris was the one who had
interviewed Mary and decided to hire her.
After going over some general guidelines and providing further details about the
department and its personnel, Chris mentioned to Mary that two of her em- ployees had
applied for her job.
Chris continued: "I just mention that because there could be a possible prob- lem with
Juanita. I don’t know, she might be resentful. Handle it the way you see best."
Chris then took her to the Patient Services Department, where he intro- duced her to the
other employees and showed her the office. Mary began to set- tle in.
Later that afternoon, Mary set up individual meetings with each of the em- ployees. She
wanted to get to know them personally, learn what their job duties were and how they did
their jobs. All the meetings went smoothly except the one with Juanita.
Mary could tell from the start that there would be difficulties. Juanita came in reluctantly,
sat down, and did not look at Mary. Her crossed arms and un- yielding stare at the ceiling
conveyed the message: "Don’t mess with me."
35.1

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