National Bank

Executive Summary

Lesley Mahon and Pam Stewart are the employees of Chatham branch. Lesley is a young lady who has high business degree, and she is the manager of customer service at Chatham branch; Pam is an old employee who has been working for the Chatham branch for about 20 years as a customer service representative, and she has rich experience of all the operations of the bank. The conflicts have been appeared since the first time Lesley met with all branch employees, and Pam was the only one who had a strong negative attitude to the first meeting with Lesley. After few months, Pam has written a letter of complaint to the NCEC at the head office to assume that Lesley was blocking her personal development by not allowing her to take accounting course. Therefore, Lesley must take some actions to protect her job. It was in February, 1997.

Problems:

* The bank does not have good welfare for employees

* Pam Stewart’s bad attitude and negative personality

* Lesley Mahon’s weak leadership

Alternatives:

* Report what exactly happened between Lesley and Pam to the NCEC at the head office, and invite both Pam and Robert to her office to have a face to face conversation. Lesley will forgive everything that Pam has done, and Robert could be the peacemaker.

* Agree Pam with taking the accounting course on Thursday and find another employee to substitute Pam’s job.

* Give Pam a warning about her negative attitude and keep her in the same position.

As a recommendation, the action Lesley should take is that to explain what the problems between her and Pam to the NCEC, which is really important step for protecting her job; then Lesley should invite both Pam and Robert either to her office or a café to have a conversation and Robert can be the peacemaker, which is probably the best and friendly way to solve the conflict between her and Pam.

Problem Statement

Two employees of Chatham branch---Lesley Mahon and Pam Stewart had had...