Executive Summary
The National Bank case is about the issue of how to deal with a difficult employee.
Base on motivation and organizational theory, a manager should understand a difficult
employee’s motivation for uncooperative behaviors. A manager should vary his/her
leadership methods base on an individual employees’ motivations, personality and
background. In this case, Lesley should take a supportive attitude without giving too
much direction to Pam (as she is an experienced and capable employee) in the beginning
when she starts her job as a manager in the branch. Now knowing that Pam complaints to
the head office, Lesley should report Pam’s violation of employee rules to the national
HR department. Hopefully the national HR department will correct Pam’s wrong
behaviors so that Leslie’s management job will be easier. And the organizational culture
in the branch might be positive, cooperative which results in a better work efficiency. In
the long run, Lesley may apply for a manager position at another branch.
Problem Statement
How should the Lesley (the Branch Manager) deal with a difficult employee (Pam)?
This is an organizational management issue which influences the success of a Canadian
National Bank branch.
Sub-problems
1. How should Lesley (the Branch Manager) deal with the conflict with and complaint
from Pam?
2. How should Lesley deal with Pam’s violation of the bank’s rules?
3. Did Robert Aronson violate the confidentiality by telling Lesley about Pam’s
