Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
Case Notes
Chapter 10: Listening to Out-Group Members
Case 10.1: Next Step
Case Summary
This case study outlines the work of a student organization called Next Step, a graduate student
organization at a large West Coast University. James, the president of the organization, decided,
based on performance, that the previous fundraiser method, a bake sale, was costing money and
not acquiring enough revenue to support the organization’s programs. A meeting was held to
determine a new fundraiser, and vocal members of Next Step began planning for a t-shirt sale,
The next day, the t-shirt committee members had continued to move forward with preparing for
the t-shirt sale, when James overheard another student, Todd, speaking with Nichole regarding
the potential fundraiser, saying that he also didn’t support the t-shirt sale. At this point, James
decided to confront both Todd and Nichole and ask for their opinions on the change in
Case Analysis
This case study presents the opinions of out-group members, who although are not as vocal as
the other members of the organization, are still an integral part of the organization and its
leadership team. The characters in this case study, Ursula, Nichole, and Todd, did not support
the proposed change in fundraiser type, however, did not express their disagreement with the
change in an open-forum. Because of their lack of voice, the fundraiser began, despite their
disagreement.
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
This case study serves as an example of why organizational leaders should seek to hear the voice
of all organizational members, and how organizational leaders must be the “voice of the
Sample Answers to Case Questions
1. This chapter discusses several reasons that out-groups form. What is the best explanation for
why Ursula, Nichole, and Todd appear to be out-group members? What impact are they having
on Next Step? Do they have legitimate concerns? Discuss.
Ursula, Nichole, and Todd appear to be out-group members because they did not express their
opposition to the t-shirt fundraiser in front of James or in front of the rest of the organization.
Each one either was overheard saying something negative concerning the fundraiser or
approached James individually to express their opinions.
2. How could the initial meeting about fund-raising strategies have been conducted so that all
members were included in the decision?
It appears that the meeting led to vocal organizational members acting before a formal decision
was made about changing the fundraiser. There was no evidence that James conducted either an
3. Of the six strategies for how leaders should respond to out-group members, do you think that
certain strategies might be more appropriate or effective in this situation given the verbalized
feelings about Next Step from the out-group members?
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
Strategies, 1, 2, 4, and 6 are the strategies that would have helped James with the out-group
members.
Strategy 1: Listen to Out-Group Members – James could have approached Nichole and Ursula
the first time he heard discussion. Instead, he waited until he heard Nichole and Todd speaking
to approach them about their concerns.
4. How could other members of the group besides James help to build the group identity and
sense of cohesion in Next Step?
5. In this situation, do you think it is worth the time and effort to try and include Ursula,
Nichole, and Todd? Defend your answer?