ABSTRACT
Hannah wasn’t happy. She had taken over as team leader of a team of process operators in a company making small assemblies, nine months before. She thought she had been doing well, but was rather disappointed in the annual merit pay rise she had received. Hannah asked to see her manager and said to him: ‘When I took over this team, morale was low, things were badly organized and most of the people on the team were not properly trained for the jobs they were doing.’
