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A Case Analysis of the Employee Benefits Section

1. Facts of the Case

Based on the given scenario, the following are the facts of the case bearing on the problem:

a. Susan Benson * Hired as supervisor of the employee benefits section in a city government personnel department six (6) months ago * As supervisor, she has the authority and the legitimate power over the employees of the benefits section * She has had great difficulty getting employees to follow her orders which indicates that Ms. Benson is ineffective in leading her section * Had lost the respect of the personnel manager and that she can’t control the employees in her section

b. Benefits section * Handles employee insurance, life insurance, retirement benefits, educational benefits, and worker compensation claims * It is composed of six (6) employees who have worked together for the past five (5) years and who have become a very close-knit cohesive group (strong task structure) who cooperate well with other city employees * Has an excellent reputation based on the few complaints it receives on how it handles employee benefits

c. Sharon Garcia * The informal leader of the benefits section whom other employees look up for advice and assistance * As an informal leader, she has both power and influence, though she has no authority * Told other employees that Ms Benson did not understand the new procedures during the training session on the new procedures for processing health insurance claims * Advised the other employees not to follow Ms. Benson’s instructions

d. Other employees of the benefits section * Agreed to Ms Garcia’s advise and ignored the new procedures described by Ms. Benson

e. Bill Castro * An employee of the section who complained to the city personnel manager that Ms. Benson could not control the

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