Introduction
Tony Jackson was first employed in the office of a building society on a Youth Training Scheme but left after two years because there was no permanent position available. However, nine months later due to a continual rapid growth in business a new position was created and Tony applied and got the job. Tony was given high recommendation by Mary Rogers the branch manager, and she even told her staff that she always got on well with him and he seemed very bright, and was always cooperative.
Previously, when Tony was on the Training Scheme, Jane Taylor was employed as a cashier and assistant with mortgage advance accounts. She had been with the company for four years. However two weeks prior to Jackson’s return to the organisation Mary Rogers the branch manager promoted her to senior branch assistant without any form of supervisory training.
Two months later Jane is experiencing problems with Tony Jackson and she thinks it’s a personality clash. Tony Jackson is not cooperating with Jane and embarrasses other members of staff when they are serving customers
Although Jane draws the problems she is experiencing with Tony to Mary’s attention she does nothing about it. Three months later things have escalated between Jane and Tony and his attitude is getting worse

Problem Statement
In the branch office of the Building Society several problems exist. After careful analysis, one can conclude that the core problem is lack of effective Leadership. This issue gives rise to conflict within the branch office and hampers the efficiency of the staff and the success of the organization. While this can be viewed as the core problem, there are other issues which plague this office. They include lack of motivation, clash of personality, poor communication, lack of job knowledge, poor job selection and low self efficacy.
Literature Review According to Robbins