Read the text and answer the following questions. 1. What do you think of Sam’s conclusion about what he should do?

1. What do you think of Sam’s conclusion about what he should do?

2. What are some of the influences outside the company that may have caused the changes in employee attitude and behaviour?

3. If you were Sam, how would you approach this problem?

Sam Spates, manager of the records department in a major insurance company, was puzzled by the apathy of his work force. When the firm had moved to its rural location a couple of decades ago, employees had appeared to be careful, energetic, and compliant. Gradually, however, their attitudes and work behaviour had changed. Or so it seemed to Sam. Whereas in the past a simple order to move an employee from one work station to another was never questioned, it now seemed to induce endless arguments. The pay scale, which was once regarded by local people as unbelievably high, was now the subject of bitter complaints. Then there was the matter of misfiling. Ten years ago, more than 1 percent of misfiled records was considered intolerable. Now, no matter how hard Sam stayed on the back of his clerical crew, their apparent carelessness and indifference resulted in a missing rate of more than 3 percent.

Sam reviewed the situation this way: “These employees have better than average working conditions. Their pay, if not exceptional, is more than adequate. The employment record here at the company shows them that they have secure jobs. What more could they possibly want?” Finally, at clock-out time after a particularly discouraging day, Sam came to this conclusion. “This situation has gotten out of hand. If ever I’m going to correct it, I’ll have to really crack down on this bunch of malcontents. Tomorrow, I’ll begin putting it to them.”

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