The Management Training Tool Kit

1

Background Information

Fran Jefferson began her job as the supervisor of the Training Department of Metro

Bank and Trust Company almost four years ago. She was generally pleased with the

four trainers and one secretary in her unit. Indeed, Fran took pride in her ability to

create a high-morale and high-performance unit. This was particularly pleasing to Fran

because they were constantly busy and barely able to keep up with the volume of

training expected from them.

Then, early on Wednesday morning, Fran’s secretary, Judy Martin, knocked on

Fran’s door and asked to see her. Fran liked Judy and considered the secretary to be

one of her “stars.” ...