The Forgotten Group Member

Frank Rasmussen put down the telephone receiver and leaned back in the comfortable swivel chair. He put his hands behind his head, interlocked his fingers, and raised his feet onto the desk. The traffic on
University Avenue three floors below him was heavy, but he was not really thinking about it. He thought of Janet Simpson, who had just called. She had sounded frustrated and even somewhat defiant. "I cannot fathom why the other group members are against me. I know that you have assigned a group project, but
I would like to request permission to do an individual project."

His course outline stated that Business 388 was "heavily group-oriented," and his consent to Janet's request would essentially contradict the conceptual approach he had chosen. He could do it, using the rationale he had proposed so often, that the organization needs to be as flexible as possible in trying to meet the needs of individual members. Either way, there seemed to be a catch. He was not sure at this point how to address the problem.

The Setting and Environment
The University of Ontario School of Business and Economics caters to approximately 1000 students. It has acquired an enviable reputation in the province of Ontario and normally has to turn down numerous applications each year, even though the minimum average percentage required for entry is 84 percent.
The students are exposed to larger classes and a general management program in the first two years of their Bachelor in Business Administration (B.B.A) program. Classes are smaller in the third year and number
35 on average. Courses are "functional" in orientation and involve areas such as human resources, marketing, production operations, finance, and accounting.

Case Study Number: 030008-G Copyright © 2014 Franklin Ramsoomair. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopy, recorded or otherwise—without the permission of Franklin Ramsoomair.
This material is not covered under authorization from CanCopy or any other reproduction rights organization. This case has been published and is also available from the Case Research Journal.

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Some of the classes in the third year are run on a group basis. These entail group discussions in class as well as out-of-class assignments. It is optional for the instructor to have some measure of group work to increase interaction and interpersonal skills.
Frank Rasmussen teaches Organizational Behaviour and he believes in the benefits of group work. He particularly espouses use of the" class-room as organization" model proposed by Cohen, although this is modified to suit the purposes of the class. Thus, members of the class are designated employees of the
"Enterprise Corporation." They receive a mission statement and a job description which they have to sign
(Exhibits 1&2). Duties include task assignments such as completion of a case analysis by the group as well as maintenance issues such as helping peers in the group. A group facilitator is also selected and the system in this respect varies from semester to semester. There could be a structured set of procedures such as having candidates for the position submit to interviews by Rasmussen. This particular semester saw the facilitator being chosen by the group itself.

Whatever the mode of selection, the facilitator is charged with coordination of the group's activities. Many meetings are held out of class and the facilitator sets the time and place based on input from the members.
He/she informs all concerned about meetings and other plans, and then generally initiates activities when members gather together. The participation mark for the course is 20 percent of the total. Rasmussen awards members a number of points out of ten and the facilitator is responsible for the other half. In addition, the instructor scores the facilitator out of twenty and criteria for judging include response of the group in terms of readiness for in-class discussions as well as the quality of the group assignment. As invariably happens, some groups have problems, e.g., the free-rider effect, and the facilitator could then be partially evaluated on how well the situation is handled.

The students who enter the business program and succeed until third year are high achievers and are marked by the desire to do the best they possibly can. Group members try to give their optimum and facilitators normally strive for the best group possible. Students aim for A's because they realize the impact that a record such as this could have on their ultimate careers. There is a competitive environment and group work, including facilitating, is taken very seriously. In addition, although it may appear to be a minor point, Rasmussen hands out an award at the end of the semester for the best group and peer pressure is such that there is always a notable effort by each group to claim the prize.

The Enterprise Corporation consequently uses an autonomous group conceptual base. Rasmussen attends meetings whenever invited and if his schedule allows. Otherwise the facilitator and the group determine their own schedules and plans in respect of the course. The final product involves completion of the group assignments to the best of the group's ability and also the development of tenets which would allow for a cohesive group. Rasmussen's telephone numbers at his office and home are given to members in case anyone wishes to reach him. He stresses, however, that the outlook of the organization is such that groups should at first attempt to address problems on their own. He could be informed but he generally expects that most problematic issues would be handled at the group level. If this is not possible, the facilitator would discuss the problem with him.

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The Semester Begins
Frank Rasmussen left his office and headed to the classroom which was on the same floor. He was in high spirits as was usually the case when he was going into a class for the first time. He looked forward to meeting the new crop of third-year Business Honours students and as the excitement mounted he quickened his pace.
What were they going to be like this time around? Would he have an enthusiastic group or would the twelveweek session be lukewarm? Third year marked the students' introduction to group work and sometimes his
"classroom-as-organization" model could be a shock to students who had been conditioned to think of university life as a series of lectures. He had positive results with the model, however, and continued to look forward to implementing it. The model provided for an interactive class and even when there were problems in groups, he had learned something about the group dynamics process.

He strode into the classroom and looked around. The class list indicated 34 students. The faces appeared to be stamped with the expression reminiscent of each new class and reflected anticipation. They seemed to be saying to him "O.K. buddy, let's see what you're like."
He gave a brief opening talk outlining the course objectives and method of grading. This was followed by a request to the class to complete a one-page questionnaire. The questions elicited information about work experience, hobbies, as well as attitudes concerning group work. The rest of the class was spent in introductions and discussion. Each participant introduced himself/herself and briefly described the worst job he/she had experienced. The "pits," as one student described it, was working on a race track and having to clean up after the horses in full view of the crowd. Needless to say, some very colourful moments were offered. Rasmussen guided the discussion and selected the factors which made the job the worst. Together they determined that issues such as leadership, job design, culture or power, and politics contributed to the negative effects, and he tied the topics into the course material for the semester.
Later that evening, he fed the information provided by the students into a home-made software program which focused on a mix of male/female, similar work experience and hobbies. The result was the formation of groups, each consisting of five to seven members. As he completed the process, he thought that he would opt for group selection of facilitators. Members would consequently have to decide who their facilitator would be.
The second session began with the announcement of the groups. This was punctuated by comments such as,
"Oh yeah!" and "Oh no!" The newly formed groups were then asked to select a facilitator by the third session and to communicate this information to the instructor. Rasmussen then initiated a discussion about group dynamics and went through the stages that groups experience such as forming, norming, storming, and performing. There were encouraging responses from participants as the oral analysis of the case for that day began. The case was entitled "Full Speed Ahead."

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Third Week of the Semester: Meeting with Rasmussen
"I guess we can begin our meeting." Rasmussen normally met with facilitators at least three times for the semester and this day marked the first meeting with the Business 388 class.
"Can each facilitator begin with a verbal report of how the group is functioning?"
The seven members each presented a short report indicating that everything was going fine. This was to be expected as it had been proven with past classes that problems did not develop this early. One facilitator brought up the issue, however, of an unusually shy group member. The assembled group brainstormed and came up with ideas to deal with the point. It was agreed that the facilitator should invite the member to discuss his opinions at the outset of each session and that other members should be privately asked to be as supportive as possible. On the surface, the grouped seemed to be going through the forming stage in an inconspicuous manner. Although Rasmussen did not know it, however, the group led by Christine Spencer was already beginning to experience some problems which would ultimately fall onto his plate.

Christine Spencer's Group: The First Group Meeting (End of
Week One)
Christine's group consisted of five members. There were two other females, Diane Stuart and Janet
Simpson. The male complement consisted of Steve Raison and Mike Thanakos.
The group started out in high spirits and most seemed eager to tackle the group project. The first meeting was called by Christine who coordinated the schedules and selected a suitable time. The meeting was held through mutual agreement at Steve's house since it was close to the university. The group met at four o'clock when no one had classes. The first "order of business," as Christine put it, was to exchange telephone numbers and timetables. Christine also brought up the issue of whether or not they should meet briefly prior to the start of each class to discuss the case for that day. The group consensually agreed that it would not be feasible. Rasmussen had said that he would normally allow for fifteen minutes of class time so that groups could discuss among themselves the major issues of the case. It was decided that the task of each group member was to have the case prepared through "reading and reflecting." They talked among themselves for a while longer.

The session ended with everyone agreeing that Christine would contact each member before the next meeting. She returned to her campus residence and stretched out on her bed for a "pick me up" rest as she called her half-hour catnaps. The meeting went well, she thought, and her mind focused on the group members. She tried to formulate in her mind the impressions she had garnered from their actions, and demeanour in and out of class, as well as from the brief biographies she had requested from each member.

Individual Members
Steve Raison:
Steve seems to be a nice guy, thought Christine. He had worked in the Cooperative program promoted by the School of Business and Economics and had been attached to a managerial accounting firm for the past two work terms. He appeared eager to get the group project going
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and wanted to have the best product. He seemed to be good at the computer and had already begun talking about the design for the cover of the case analysis, as well as the type font, and the fact that he "could have the analysis sparkle by using a new laser printer."
Diane Stuart:
Christine perceived Diane as a quiet, perhaps even shy individual. She hardly said anything, but always had a sensible answer if she was asked a question. Her major was marketing and her placement on the
Dean's Honour Roll since the start of university marked her as a good student. Christine got the idea that Diane was capable of solid work and wondered why she appeared so withdrawn. Christine attributed this to the fact that she was slightly overweight.
Mike Thanakos:
What a clown, thought Christine. After the first ten minutes of the meeting. Mike had said "Well, I guess we can all go now...." He gave the impression that he was in the group only because it was required. When
Christine had posed the question of possibly getting together before each class, he had blurted out "What!"
Actually, the remark seemed to be both a question and an exclamation, and she was taken aback by its vociferousness. Mike worked on a "normal program" basis, meaning that he did not participate in the co-op program. He did not have a major and the response to Christine's questionnaire in this regard was, "I’ll choose. There's still lots of time." Sure, she thought.

Janet Simpson:
At first, Christine did not think that Janet would attend the meeting. Almost a half-hour had gone by before she appeared. "Sorry" she had said, “You know how it is when you're working part-time." She seemed quite rushed and a little out of breath. Christine recalled Janet's answers to her questionnaire. "I am presently working at two part-time jobs, two days per week, four hours per day. I hope that I can attend all the meetings." Under the question about extra-curricular activities, Janet had enigmatically stated, "Spending time with my boyfriend." She was Human Resources major and had stated that she “just managed to get by." At least we have the H.R. in common, thought Christine.

Christine Spencer:
Christine thought about herself in relation to the group. She saw herself as a meticulous, organized individual who tried to give her best in everything she did. She was a Human Resources major and really enjoyed the area. She had told the group that she was a people person who saw herself in a senior H.R. position "within the next five to seven years." She also resolved to win the Best Group Prize that
Rasmussen was offering.

Fifth Week of the Semester: The Second Group Meeting
The group case hand-in, due the last week of classes, was the primary topic on the agenda. Rasmussen had continued to mention it in the class, and the group thought that it was time to get started. They were required to analyse a case and decide among themselves what aspect each would handle. The group case was worth 25 percent of the mark and that figure could be raised or lowered through peer evaluation.

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Mike thought that discussion of this item was premature. "We have other assignments. Do we really need to devote time to the case project so early? We should leave it until later. I'm sure we can whip it up in two weeks, man."
"Well, the case has been assigned. I have other projects too and I don't think we should leave major items until the last minute. Believe me, two weeks would be the last minute.” It was surprising to hear Diane speak up like this but she clearly had the support of Steve and Christine.
'''O.K. already! Just give me the executive summary. I can handle that.” Mike laughed loudly as he said this and the group laughed with him.
"You can handle the title page, Mike. What about that?" Christine joined in the good natured ribbing. "Gee Chris, that's just about my speed. You've got a deal."
"Did anyone see Janet lately? Is she coming to the meeting?” Steve seemed concerned that all members were not present.
"I spoke with her on campus two days ago and she said she would be here. I guess she's just late,” explained Christine.
The meeting went on for approximately three hours. There was much discussion that evening, and not all about the case. Mike insisted on telling the "latest" jokes including his knock-knock specialties.
"Knock. knock."
No one answered. Finally, Diane responded.
"Who's there?" she answered wearily.
"Amos.
"Amos who?" “A mosquito bit me." Mike laughed the loudest. "Knock, knock." "I'm only saying this so you’ll be quiet, Mike." "Who's there?" Steve was sounding exasperated. "Andy." "Andy who?" "And he bit me again."

The group all broke into laughter. They spent the rest of the time assigning various parts of the case.
Janet was given the Justification and Implementation sections since these were left over and she had not shown up. The group went to Wolf’s university pub after the meeting.
Later that evening Christine called Janet on the telephone.
"Christine! I’m sorry. I left work and began heading to the meeting. I met Sean, my boyfriend, who had a midterm project to hand in tomorrow and he needed some help with the proofreading and corrections. I'm helping to put him through school and we plan to get married after we graduate, you know. Anyway, before we knew it a few hours had passed and I thought it was too late to come." Janet did not seem to mind when she was told about the sections assigned to her and Christine ended the conversation by telling her about the date for the next meeting.

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The Semester Progresses
The members of the group became more familiar with each other during discussion of the cases in class. They usually reviewed the major issues in groups before Rasmussen initiated the class discussion.
The instructor would normally spend a few minutes in each group during this time. When he came to
Christine's group, he asked how everything was going. Christine smiled warmly and replied that things could not go any better.
She reflected on that remark during her "thinking period" that afternoon, just before her catnap. The group seemed to be coming together and operating cohesively, all things being equal. Mike's performance was still lukewarm, however. Whenever they discussed cases in class, he seemed ill-prepared. Christine would usually admonish him by saying "Oh Mike, you really should read the case." Mike would start the discussion by talking about the football game to be played that evening, or the concert the night before.
The group would chime in and Christine would bring them back on track with an. "O.K. guys, back to work." And then there was Janet. Diane had privately remarked that she thought it odd the way Janet would address Mike as "Michael." Whenever the group discussed a case during class, Janet would generally be prepared. When it came to bantering and just talking as friends, she would be very quiet.

Janet Simpson
It was a particularly bad day for Janet. She had two projects due, one for Marketing and the other for
Production Operations. She had been pushing herself academically as well as in the job. Earlier, she was working at the restaurant and had delivered an order of stir-fried shrimp to Table 4. The customer in the suit had virtually sputtered with indignation. "You have the wrong order, miss. Besides, I am quite allergic to shrimp and the odour of this dish is upsetting me." Other customers had heard as did the manager and she was reprimanded. She broke into tears at the waitresses' station.
That night she thought about her own situation. She tried her best. Sean seemed to be overly demanding lately and she wondered if the commitment they made to each other could last-should last. She worked at the two part-time jobs for his sake. In addition, she had to keep up with her courses. Then there was the
Organizational Behaviour group. What was wrong with them anyway? Did they not like her? They seemed to get along so well together and she got the impression that her presence was merely an intrusion. Could they not see that she was just a human being trying her best at all the many activities in her life?

Seventh Week or the Semester: The Third Group Meeting
Christine had called the meeting for seven o'clock since this time appeared suitable to all. Janet was working that night and could not attend. However, a meeting at any other time would conflict with both
Steve's and Mike's schedule. Consequently, she decided this was the best alternative.
They discussed the first drafts of the sections assigned to each individual. Changes were made acrossthe-board and these included adjustments to the Justification and

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Implementation sections that Janet had handed in. Mike's section looked like a sea of red when they were finished with it.
Christine tried a number of times that night to reach Janet by telephone. She thought that Janet would be finished by then. There was no answer.

Eighth Week of the Semester: The Classroom Incident
The members of the group had found themselves sitting in the first row next to each other in Rasmussen's class. Mike and Diane were engaged in conversation prior to the beginning of class. They were early and as
Janet took her seat in the last row. She thought it more beneficial to read the case rather than talk with the two members of her group. She couldn't help but overhear their conversation, though.
"Hey, Di, did you see Chris last night? She was dancing up a storm- in the aisles, no less-at the One
Direction gig!" Mike laughed and recalled the event for Diane.
"Well, I prefer a more dignified existence than our beloved leader. I sat quietly and took in the music."
Steve and Christine walked into the classroom, along with some other members of the class. "Look who I had to pick up from the sidewalk and drag to class, guys. Steve was just about ready to collapse. He had a better time than even little old me last night." Christine teased. "Yeah? Well I partied after the party.” They laughed. They had not seen Janet until she greeted them from the other side of the room.

Tenth Week or the Semester: The Cafeteria Incident
It was 11:30 a.m. and Janet was just leaving after her accounting class. She had missed breakfast and decided to go to the cafeteria to pick up an order of fries. After emerging from the queue she looked for a table and much to her surprise she saw her Human Resources group sitting together. She approached the table but they did not notice her. They were busily engrossed in discussion of the group case.
"You guys didn't say you were having a group meeting," blurted Janet.
They looked surprised.
"Well...why not join us?" invited Christine. Janet did but hardly said anything.
A similar incident happened the next week. Janet inadvertently came across her group (with the exception of Mike who was absent). Again they invited her over, saying that they just happened to run into each other.

Seventh Week of the Semester: An Appeal to Professor Rasmussen

Janet decided that she had to discuss the events with Professor Rasmussen. She explained the situation to the instructor. "I try my best. I hold down two jobs, but I still devote quality time to my courses. I know
I can do well, but the group does not seem to like me. They have formed their own little clique -8

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and I seem to be excluded from that circle. The situation is affecting me emotionally and I know it will affect my grade. I need this course. I can do it. And I don't need the emotional hassle.” Rasmussen thought it would be best for him to speak with Christine. At the next class he asked her about the progress of her group. "Well, I have no specific complaints. Everything seems to be working out well. Our group members generally contribute to the best of their abilities.”
"How is Mike coming along? You had mentioned that he had a heavy course load.”
"Okay, I guess. At least he makes an effort.”
''What about Janet?"
"I was not really going to bring up Janet's situation, but since you ask, I will fill you in. I know she is quite busy with her courses and her part-time jobs. As a result, she has not really had the opportunity to become part of the group. We meet each other on campus and in fact have been having spontaneous meetings about our case analysis. We are all pretty well a cohesive group in that respect. As facilitator of the group, I realize I have a responsibility to Janet. I've tried to phone her on a number of occasions to fill her in on our meetings. But there never seems to be anyone home. Once I was passing by the discount store where she works and dropped in there to catch her, but she was actually working at the restaurant that evening. If you want to know the truth, I was going to keep everything quiet and have Janet share in whatever mark the group obtained.”
The next day Rasmussen received a telephone call from Janet.
"I know that your class is group-oriented but I find it difficult to work with a group that excludes me and worse, doesn't like me. The whole situation is disturbing me more than you can imagine. Would you consider letting me do an individual case instead of the group analysis? I promise I will do the best I can and I think I will be more motivated. I would not have to worry about the likes of Christine and her buddies.” 9

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