# data[].attributes.body
1.Encouraging Personal Mastery

2.Highlighting the vision of Leading A Service Excellence Culture

3.Providing Sufficient Information, Resources and Support

4.Developing Trustworthiness

# data[].attributes.body
1.Encouraging Personal Mastery

2.Highlighting the vision of Leading A Service Excellence Culture

3.Providing Sufficient Information, Resources and Support

4.Developing Trustworthiness

# data[].attributes.body
Layla has been promoted to Store Manager. Her own Manager, Assif, is a real “go-getter,” and has high hopes for Layla. He wants her to make the store one of the top performers.

Laylas first decision is to increase her most experienced Deli Manager and Butcher’s wages.

But, when Assif hears about this, he gets angry. He calls her up to tell her that it’s a risky move, and that she should have run it by him first. He’s worried that it will set a precedent for other stores in his region, and that her decision will make him look like he doesn’t have control over his people.

In response, Layla stands her ground. She tells him that she is prepared to back up her decision with performance measurements, which she will update him on regularly. A few weeks later, a regional “Women In Business” magazine approaches Layla to write an article about her job and career progression. She’s very excited and sees it as a great chance to inspire other women in retail and to promote her store and her approach to customer service.

However, the day after the magazine is published, Assif calls Layla to express his disappointment that she didn’t consult him before agreeing to the interview. He points out that there is team to handle communication and public relations that she should have informed them too. Layla is fed up and ready to quit.

# data[].attributes.body
Layla has been promoted to Store Manager. Her own Manager, Assif, is a real “go-getter,” and has high hopes for Layla. He wants her to make the store one of the top performers.

Laylas first decision is to increase her most experienced Deli Manager and Butcher’s wages.

But, when Assif hears about this, he gets angry. He calls her up to tell her that it’s a risky move, and that she should have run it by him first. He’s worried that it will set a precedent for other stores in his region, and that her decision will make him look like he doesn’t have control over his people.

In response, Layla stands her ground. She tells him that she is prepared to back up her decision with performance measurements, which she will update him on regularly. A few weeks later, a regional “Women In Business” magazine approaches Layla to write an article about her job and career progression. She’s very excited and sees it as a great chance to inspire other women in retail and to promote her store and her approach to customer service.

However, the day after the magazine is published, Assif calls Layla to express his disappointment that she didn’t consult him before agreeing to the interview. He points out that there is team to handle communication and public relations that she should have informed them too. Layla is fed up and ready to quit.

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1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.subject
1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.headline
1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.subject
1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.headline
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.subject
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.headline
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.subject
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.headline
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.subject
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.headline
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.subject
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.headline
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.subject
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.headline
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.subject
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.body
Dermot is a new Trainee Manager in store. He’s been assigned his first task creating a project in the local community to raise awareness of a particular charity and he is to allocate work to the team. There are two other Trainee Managers and they all report to the department manager, Roisin. She has a strong belief in the capabilities of her people and thinks that they have the necessary skills and experience to do their jobs well without much interference. She asks Dermot to report back in 4 weeks on progress. Dermot dives right in. He explains his basic concept/vision to his team and sends them off to do their work. Dermot is confident that his relaxed management style will be a hit. After all, Roisin has given the other trainee managers plenty of freedom to work in the way that best suits them, and they seem to be doing great. So, giving his own people the same level of freedom must surely be the right approach. He believes that everyone needs space to think creatively, so he doesn’t interfere. At the beginning of the third week, Dermot calls a team meeting to discuss everyone’s efforts before reporting back to Roisin. But, he’s horrified by the result. Little to no work has been complete by the team and the planning hasn’t even started.

Roisin trusted him to manage the project, and Dermot thought his team members would deliver but they’ve let him down. Surely, he has the worst team! When he’s done lecturing everyone on the poor execution of his vision, he sends each person away with specific instructions about what he wants done, and when. Then, he calls Roisin to request a meeting – he wants to discuss replacing his team.

# data[].attributes.body
Dermot is a new Trainee Manager in store. He’s been assigned his first task creating a project in the local community to raise awareness of a particular charity and he is to allocate work to the team. There are two other Trainee Managers and they all report to the department manager, Roisin. She has a strong belief in the capabilities of her people and thinks that they have the necessary skills and experience to do their jobs well without much interference. She asks Dermot to report back in 4 weeks on progress. Dermot dives right in. He explains his basic concept/vision to his team and sends them off to do their work. Dermot is confident that his relaxed management style will be a hit. After all, Roisin has given the other trainee managers plenty of freedom to work in the way that best suits them, and they seem to be doing great. So, giving his own people the same level of freedom must surely be the right approach. He believes that everyone needs space to think creatively, so he doesn’t interfere. At the beginning of the third week, Dermot calls a team meeting to discuss everyone’s efforts before reporting back to Roisin. But, he’s horrified by the result. Little to no work has been complete by the team and the planning hasn’t even started.

Roisin trusted him to manage the project, and Dermot thought his team members would deliver but they’ve let him down. Surely, he has the worst team! When he’s done lecturing everyone on the poor execution of his vision, he sends each person away with specific instructions about what he wants done, and when. Then, he calls Roisin to request a meeting – he wants to discuss replacing his team.

# data[].attributes.headline
4.	What is Roisin’s responsibility in all this?

# data[].attributes.subject
4.	What is Roisin’s responsibility in all this?

# data[].attributes.headline
4.	What is Roisin’s responsibility in all this?

# data[].attributes.subject
4.	What is Roisin’s responsibility in all this?

# data[].attributes.headline
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?

# data[].attributes.subject
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?

# data[].attributes.headline
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?

# data[].attributes.subject
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?

# data[].attributes.body
1.Encouraging Personal Mastery

2.Highlighting the vision of Leading A Service Excellence Culture

3.Providing Sufficient Information, Resources and Support

4.Developing Trustworthiness

# data[].attributes.body
Layla has been promoted to Store Manager. Her own Manager, Assif, is a real “go-getter,” and has high hopes for Layla. He wants her to make the store one of the top performers.

Laylas first decision is to increase her most experienced Deli Manager and Butcher’s wages.

But, when Assif hears about this, he gets angry. He calls her up to tell her that it’s a risky move, and that she should have run it by him first. He’s worried that it will set a precedent for other stores in his region, and that her decision will make him look like he doesn’t have control over his people.

In response, Layla stands her ground. She tells him that she is prepared to back up her decision with performance measurements, which she will update him on regularly. A few weeks later, a regional “Women In Business” magazine approaches Layla to write an article about her job and career progression. She’s very excited and sees it as a great chance to inspire other women in retail and to promote her store and her approach to customer service.

However, the day after the magazine is published, Assif calls Layla to express his disappointment that she didn’t consult him before agreeing to the interview. He points out that there is team to handle communication and public relations that she should have informed them too. Layla is fed up and ready to quit.

# data[].attributes.headline
1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.subject
1.	Do you think that Layla is empowered in her job? (Why? Why not?)

# data[].attributes.headline
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.subject
2.	Do you think Assif empowers or disempowers Layla? Why?

# data[].attributes.headline
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.subject
3.	What can Assif do differently to make sure that Layla doesn’t quit?

# data[].attributes.headline
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.subject
4.	What advice would you give to Layla for dealing with Assif?

# data[].attributes.body
Dermot is a new Trainee Manager in store. He’s been assigned his first task creating a project in the local community to raise awareness of a particular charity and he is to allocate work to the team. There are two other Trainee Managers and they all report to the department manager, Roisin. She has a strong belief in the capabilities of her people and thinks that they have the necessary skills and experience to do their jobs well without much interference. She asks Dermot to report back in 4 weeks on progress. Dermot dives right in. He explains his basic concept/vision to his team and sends them off to do their work. Dermot is confident that his relaxed management style will be a hit. After all, Roisin has given the other trainee managers plenty of freedom to work in the way that best suits them, and they seem to be doing great. So, giving his own people the same level of freedom must surely be the right approach. He believes that everyone needs space to think creatively, so he doesn’t interfere. At the beginning of the third week, Dermot calls a team meeting to discuss everyone’s efforts before reporting back to Roisin. But, he’s horrified by the result. Little to no work has been complete by the team and the planning hasn’t even started.

Roisin trusted him to manage the project, and Dermot thought his team members would deliver but they’ve let him down. Surely, he has the worst team! When he’s done lecturing everyone on the poor execution of his vision, he sends each person away with specific instructions about what he wants done, and when. Then, he calls Roisin to request a meeting – he wants to discuss replacing his team.

# data[].attributes.headline
4.	What is Roisin’s responsibility in all this?

# data[].attributes.subject
4.	What is Roisin’s responsibility in all this?

# data[].attributes.headline
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?

# data[].attributes.subject
 5. What could Dermot have done to empower his people, but also to get them to deliver his vision of the community project?