Coaching, Mentoring and Managing: A Coach Guidebook

6

Within three weeks, the service department was back up to
speed. The “Houdini Team” (as their peers affectionately named
them) devised a logical, nonthreatening theft-prevention procedure
... Becky’s first replacement was recontacted and rehired (with
explanations and apologies) ... Mark dealt personally with
Becky’s past customers to assure them that the level of expertise
they had come to expect had not dropped.

MacMasters Inc. returned to normal.

Case Analysis .....................................................................................................

1. Based on what you have learned so far in this chapter, was
   Linda right to withhold the facts about Becky’s dismissal?
   Why? Why not?


2. What could she have done differently?


3. How could she have avoided the morale problems you
   read about?


4. Which of the six signals of lost momentum were
   communicated by service department members?


5. How did Linda respond?

Integrating the Individual and the Team

C A S E S T U D Y