Organizational Change case analysis scenario, worth fifteen: 2 pages minimum.
A leader oversees a reception area as an integral part of his/her operations. In reviewing the client satisfaction surveys during the last year, the leader finds that earlier in the year the satisfaction levels were adequate, while later in the year client satisfaction levels with the reception services plummeted significantly, and continue to suffer.
Due to the retirement of a skong-willed'(a bit low on the Big 5- agreeableness/tact, and openness to experience/inquiry), long-term receptionist a new receptionist was hired. The newly hired receptionist received a very thorough kaining that included some mentoring by the retiring receptionist.
The new person is viewed as having a very high EI (EQ) and possessing excellent scores on the Big 5 (including being open to inquiry, exkaverted and intuitive-MBTl :ENFP). The timing of the new hire coffesponded to the poor satisfaction levels. The other long-term receptionists are viewed as big time I's, S's, and f's, wlth too many single-loop tendencies,'and a tendency to be very "closed to inquiry."
When the current team of receptionists reviewed the newly poor satisfaction surveys, the old guard reieptionists immediately demanded more
baining for the new person, and blameh both her, and a peiceived increased work-load and the resultant stress on the team as the "obvious causes" of the diminished client satisfaction. In addition, they (the old-guard) believe they are now short-staffed, because of their stress, and now want you to hire another receptionist. Of course the new hire is devastated, confused, and is considering resigning. To you, the old guard people are sounding like a bunch of victims.
1. Describel analyze, vtathefour frames, what is probably going on relative to the organization/followers.
2. What would you like to do, and how would you do it?