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Chapter 7
Case Study Part 5: Lashonda McCoy, Office Manager, Listo Systems
For six years, Lashonda McCoy has been an office manager with Listo Systems, and has
experienced the ups and downs of the growing company. A longtime valued employee of
Listo Systems, Lashonda has been assigned the task of running the new customer
satisfaction survey program by the incoming management team.
Although she doesn’t completely understand the new program, Lashonda is excited about
the way it has been structured by management, and believes that it will improve relations
with their customers. She doesn’t yet know how all the parts of the program will fit
together, but feels confident about her ability to succeed with new challenges.
What is Lashonda’s Performance Readiness® for running the new customer service
survey (R1, R2, R3, or R4)?
What leadership style should be used to match Lashonda’s Performance Readiness®
level (S1, S2, S3, or S4)?
What would this leadership style look like?
This leadership style would involve providing the who, what, where, when, how, and
