Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
Chapter 7
Case Study Part 9: Yuki Tanaka, Sales Supervisor, Listo Systems
Yuki Tanaka supervises a unit of sales representatives at Listo Systems. Recently, there
have been problems. Customers have complained that her sales reps are not completing
invoice orders quickly enough. Other daily tasks have also been neglected and
performance numbers have shown a steep decline.
Yuki called the sales representatives into a meeting and listed the problems that were
occurring. After limited discussion, she reminded them that their unresponsiveness and
omissions could result in major financial hardships for the company through a loss of
sales and customers. She reviewed the schedule for daily tasks and invoice procedures.
She added that she would be monitoring the invoices and daily tasks and would follow-up
on any complaints from customers in the next week by meeting with the sales
representative responsible for that invoice.
What are some of Yuki ’s actions that indicate task behavior?
Is Yuki ’s level of task behavior high or low?
Which of Yuki ’s actions indicated relationship behavior?
Yuki ’s limited discussion of problems with the group is indicative of relationship
Is Yuki ’s level of relationship behavior high or low?
Yuki ’s level of relationship behavior is low. She allowed a limited discussion about the
Which leadership style was Yuki using (S1, S2, S3, or S4)?
Did Yuki ’s leadership style match what was needed in the situation? Why or why not?
Yuki’s sales representatives were not completing invoice orders quickly enough, they
From the case study we know that the performance problems are a recent development so
one can assume that at one point the sales representatives were performing at acceptable
levels and were confident, committed, and/or motivated to do the tasks. There’s no
indication from the case study that the environment or the daily tasks and invoice
procedures changed. It would be logical for Yuki to conclude that the sales
representatives were withholding performance on purpose [R1].
