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CASE 2 (FIN-1 & OPS) CHALLENGES LEADERSHIP FACES

Problems: External hiring which has led to dissatisfaction among existing older employee/employees. Protagonist: Riya Govind- External hire to supervise the Patients Service department at Patients Hospital Guru Singh-Riyas boss. Shilpa Gaikwad- Senior service representative, internal candidate for the post of supervisor. Sheela Swaroop- Service representative, internal candidate for the post of supervisor. Parameters of the case: Riya had lost her previous job due to general reorganization of the organization. Riya had over 15 years of related experience. Patients Hospital had given priority to its internal employees for an opportunity at higher post and when the two internal employees who had applied for the post were interviewed, neither of them were seen as strong candidates for promotion. Patients Hospital had opened the position for all internal employees. Two internal employees had applied for the position but unfortunately they could not meet the criteria. The post of supervisor was vacant for a period of 5 months. Riyas boss Guru had given her the autonomy to handle the department the way she wants and made her aware of the non-corporation she may face as two existing employees of the same organization had applied for the post shes been selected for. Riya wanted to know and understand each employee personally and understand their roles and responsibilities. Shlipa was predetermined not to co-operate with Riya which was evident from the way she spoke to her supervisor in the first meet.

Assumptions: As per the policy, new position was first opened for the internal employees to apply and later the position was opened for externally. But this could be a formality in this case. This may not be the first instant where the appraisal of Shilpa is overlooked. Riya although more experienced that Shilpa does not necessarily reflect higher capability and competency. Riya was solely selected on the basis of her experience and her capability among the external candidates. There must have been previous instances which made Shilpa perceive that she was being rejected just because she was an outsider which may or may not be true.

Various Possible Solutions: When an internal employee after being interviewed is not given the role, he/she must be explained as to why she was not being selected and the only option with the management now would be to look for someone from outside the organization. The ice-breaking session Riya had with her department employees should have been in the presence of her boss Guru. Shilpa on the other hand must convey her grievances to the top management instead of having ego problems with the supervisor recruited. The organization must have a forum by which they can hear their employee out. The organization on the other hand must make sure that every employee must be treated in the same manner and no one should be felt left out because of some issues based on caste, creed or colour. Performance appraisal/evaluation and career framework must be shared with the employees so that they can figure out where they stand and what career growth path organization have for them. Evaluate all possible solutions: Considering the organization is fair to all of its employees, if an internal employee is not being promoted for a vacant position she must be clearly communicated as to why she was not being considered for it. Eg: they could be looking for someone more experienced. If this is communicated clearly the chances of someone being felt that she was treated unfairly reduces. This could help the new recruit get more cooperation from the existing employees of the organization. It was a pro-active approach on the part of Riya to share some moment with the members of her department. Since Guru had figured out a possible resistance she could face from Shilpa, Guru could

have done his bit by may be have a common interaction with all the employees in his presence, leaving Riya to meet them individually at a later stage of the day. The senior management must have a mechanism to know and address the grievance of the employees so that no negative/destructive energy creeps into its existing employees. The organization should also have a more transparent evaluation method so that people readily accept as to why they were not considered and what makes them being considered in the future. Having timely review helps the organization and employee both to understand employees roles and responsibilities and what is expected out of them. An employee would also understand his strengths, weakness and their area of improvement if communicated internally with the employee. This would help an employee prepare himself/herself to take up the larger role. Best Possible Solution: When an internal employee after being interviewed is not given the role, he/she must be explained as to why he/she does not fit for the role as in this case it can be assumed that Shilpa must have had similar experience in the past which could be why she feels she is a victim of biasness and not considered for the position. This would help her get the clarity for the rejection and would help her keep cordial relation with her team members and supervisor coming from outside.

Contingency Solution: The ice-breaking session Riya had with her department employees should have been in the presence of her boss Guru. Shilpa on the other hand must convey her grievances to the top management instead of having ego problems with the supervisor recruited. The organization must have a forum where they can hear employee out. The organization on the other hand must make sure that every employee must be treated in the same manner and no one should be felt left out because of some issues based on caste, creed or colour. Regular performance review/evaluation of the employees must be done so that they can figure out where they stand on the long run scheme of the management. CASE QUESTIONS:

1. Should Guru have informed Riya about the internal applicants before offering Riya the job? Guru did explain Riya the resistance she could face right on her first day. If Riya did not have the confidence to meet the challenge she could have walked out even then. But Riya being confident or that she was jobless for the last five months would not affected her

decision to take up the job. What Guru could have done is facilitate the transition of new leader in the department. 2. Was meeting with each employee as part of Riyas orientation a good idea? It was a good idea to meet each employee on the part of Riya as that symbolizes that she is the new manager and wants to work in a co-operative environment by listening to each and everyone and managing the workload more effectively. But as I said earlier that could have been done in a later part of the day. The first interaction she had with the employee should have been common in the presence of Guru. 3. Evaluate the agenda Riya used. How could it be improved? As said earlier she should have pressed for a common interaction in the presence of Guru where she could have voiced her thoughts and priorities and motivate each one of them as to how crucial they would be in achieving each and every objective listed. Even while having a one to one interaction she should not have reacted to Shilpas ignorance so early and should have tried to reach the root cause of her behaving in a unruly manner. She could have also motivated employees and especially Shilpa by assuring her a more dynamic and leadership role. 4. How should Riya respond to the issues Shilpa is raising? First Riya should try to sort out the differences Shilpa is having. Shilpa hasnt met Riya and shes made up her mind not to co-operate with her. She should be more friendly with Riya and try to understand if there were previous instances when she felt deserving and was not rewarded. The priority for Riya should be to get work done out of Shilpa so that the efficiency of the department is not hampered. As popularly referred to as Kill with Kindness she should sympathies with Shilpa and let her know that its not her fault and that her herself went through a lot in these last 5 months or so. Also assure Shilpa that she will be treated fairly and justly as long as she is the supervisor at the department. 5. What are some general issues new managers and supervisors may face when assuming responsibility for a new job? The major issue as highlighted by the case is the non corporation by the existing employees of the organization especially if they are junior to you. New culture and working style of the organization. It takes time to jell up with the employees. It takes time to understand the hierarchy of employees, not on the basis of their designation but the value they are adding to the organization. Other major problem could be the inter politics prevalent in the organization.