Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
Case Notes
Chapter 6: Developing Leadership Skills
Case 6.1: Sweet Caroline’s
Case Summary
In this case, Caroline, a former teacher, founded a successful business, Sweet Caroline’s, that
grew beyond her expectations. Starting off as a baking business, she expanded into an actual
bakery, catering company, and a full-service restaurant. As Caroline’s success with her business
was unexpected, she found herself overwhelmed with the growth aspects of her business, and left
with a decision as to whether or not to open up another Sweet Caroline’s in a neighboring town.
Caroline’s business has been open for five years, and the expansion has caused challenges.
Caroline now employees 40 different people in various roles, including drivers, social media
content managers, bakers, and restaurant employees. Caroline lacks experience in the
Case Analysis
The Sweet Caroline’s case is a perfect example of the three characteristics of the Model of
Primary Leadership Skills (administrative skills, conceptual skills, and interpersonal skills).
Caroline appears to be strong in her interpersonal skills, but needs more work in her
administrative skills and even more so in her conceptual skills before she will be able to
realistically expand her business.
Caroline interpersonal skills can be demonstrated through her ability to be socially perceptive.
Caroline shows social perceptiveness in her ability to relate to her employees. She understands
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
the importance of communication and working alongside of her employees to be a visible
influence over her work. Caroline could work on her emotional intelligence by having a better
understanding of the needs of her business. She also could work to better understand conflict
through being more visibly present with some of the employees in her company.
Sample Answers to Case Questions
1. Based on the Model of Primary Leadership Skills (Figure 6.1), how would you describe
Caroline’s skills? In what skills is she the strongest, and in what skills is she the weakest?
The Model of Primary Leadership Skills is an appropriate way to decipher where Caroline’s
strengths and weaknesses lie. There are dimensions where Caroline has demonstrated success,
and other areas where she has room for improvement.
2. Sweet Caroline’s bakery and restaurant seemed to emerge out of nowhere. What role did
Caroline play in this? Do you think Caroline could improve her business with more strategic
planning?
Caroline had success through each level of her business expansion. People enjoyed her product,
which led to her expanding to catering, delivery, and a full-service restaurant. Because her
product was popular, she adjusted to her product’s demand.
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
3. Have you ever worked at a place that was very successful but felt quite chaotic and
disorganized? How did you handle it?
4. If you were a consultant to Caroline, would you recommend she open a second location? If
so, what three specific skills would you have Caroline develop in order to help manage her
business better?
At this time, unless Caroline could significantly improve her administrative and conceptual
skills, it would probably not be in her best interest to open up a second location. However,
should she be able to better strategically plan, it would be profitable and advantageous for her to
consider opening up a second location.
Caroline arguably needs to work on two of her conceptual skills, problem solving and strategic