Case Study: The Young Manager

[Guest guest]

Here is the first in what will be an ongoing series of case studies for

discussion in this forum. Enjoy.

Who's the Boss?

The Scenario

Bill is an aide at Physical Therapy Clinic. He was hired

eight years ago by Fred , the owner. Now Bill reports to May

Mathews, the onsite supervisor at the Westview clinic. Fred's office and

clinical practice is located at the Main Street clinic - one of seven in

the company. May has been Bill's supervisor for one year now. May reports

directly to Fred.

Bill thinks he is a good aide. The patients that he works

with like him alot. In fact they call him " Doc " . Several of the patients

have told May that she is lucky to work for a boss as good as Bill. This

infuriates May.

Although Bill's clinical care is technically good, he

often changes the treatments that the therapists request him to provide.

When questioned, Bill says that he is just doing it the way Fred used to

want it when Bill and Fred worked together.

Bill also has a tardiness

problem. He has been late for work at least 6 times each of the past 7

months. The therapists are losing confidence in Bill and often ask the

other aides to do what Bill should do. Sometimes the therapist just do it

themselves to make sure that the treatments get done correctly.

The Crisis

Yesterday, Bill was found to be absent from the clinic in the middle of the

afternoon for 45 minutes while the rest of the staff covered and many

patients waited. May was very angry when Bill returned.

When May questioned

Bill as to his whereabouts, Bill said that one of " his " patients, Mr.

, wasn't feeling well. Since everyone else was so busy, Bill chose not

to bother them to say that he drove Mr. home. " It just took a little

longer than I thought it would. Don't get upset, Fred and I used to do that

all the time. Gotta serve the patient, don't you? "

May informed Bill that

what he did was against company policy and showed very poor judgement. May

suspended Bill immediately pending a formal review. By the time Bill

finally left the situation had escalated to a shouting match. Bill's final

words were loud enough for the entire clinic, staff and patients included,

to hear. " You don't get it. Fred wants us to take good care of the

patients. I was just doing what Fred wants. When He hears about this YOU

will be the one suspended - not me. I've was here before you and I'll be

here long after you are gone. Just wait until Fred hears that you don't

want us to take care of the patients "

May was still feeling angry when she

finally got time to call Fred to tell him of the situation at the end of

the day. " I've been waiting for your call " , Fred said. " Bill called me all

upset about you firing him for being kind to a patient. What the hell

happened? "

May explained the situation to Fred. After a lengthy explanation

of the whole story, May told Fred that she did not feel she could work with

Bill anymore and wanted him transferred or fired. There was a long silence

on the phone as Fred began to speak. " May, I think you reacted harshly. You

misread the situation and let your emotions run away with you. Now I know

that sometimes happens, even to men, but I can't let it expose this company

to a lawsuit. Bill stays. You will need to call him and apologize. Do what

you have to do. Work it out. Use your charm. You can get him back. "

May

could not believe what she was hearing. She could not think of a single

thing to say as she heard Fred close. " Let's get this behind us. I don't

want to hear anymore about this. I plan to forget it ever happened. You are

a good manager. You just made a mistake. Fix it and we never need to

mention it again. "

Questions to be discussed

1. Now what?

2. Is this situation resolvable?

3. List the problems in May's work situation.

4. Can Bill come back?

5. Can May continue with Fred as her boss?

6. What should May do first?

7. When would you expect improvements to occur?

R. Kovacek, MSA, PT

KovacekManagementServices, Inc.

The FOCUS Group, Inc.

20225 Danbury Lane

Harper Woods, MI 48225

Fax

Email Pkovacek@...

<http://www.theFOCUSgroup.net>

----

Read this list on the Web at http://www.FindMail.com/list/ptmanager/

To unsubscribe, email to ptmanager-unsubscribe@...

To subscribe, email to ptmanager-subscribe@...

--

Start a FREE E-Mail List at http://makelist.com !