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Aim
The aim of this case study is to raise awareness of the signs, symptoms and potential issues associated with substance misuse.
Substance misuse is one of the most testing issues facing managers today. This case study, set in a travel agency, explores some of the difficulties managers might face when dealing with possible substance misuse. The exercise can be done individually, in pairs or in teams. Allow around one hour for completion.
Learning Objectives
Participants will be able to ...
- identify some of the key signs and symptoms of substance misuse
- highlight the impact that certain situations can have on a team
- discuss the potential consequences of substance misuse in the wokplace
- identify what action could be taken to resolve substance misuse problems in the workplace
Facilitator Guidance
In facilitating this case study, it is important for participants to look below the surface to discover the real reasons for the current problems within the team. It can be used to show how substance misuse can affect relationships within a team and what a manager can do to solve the problems.
Suggested Resources
- copy of task sheet per delegate
- pens
- flipchart
What to Do (25 Minutes)
- Introduce the case study and explain the learning objectives.
- Separate the group into small teams or pairs and distribute the task sheets.
- Allow 20 minutes to read the scenario and for participants to note down possible answers to the questions.
Review Activity (20 minutes)
Lead a group discussion on the results of the case study and the role of the department manager in dealing with the individuals concerned.
You may wish to raise the following points to help facilitate the discussion:
- It was clearly not a good idea for Simon to suggest taking people to the pub during working hours – how would you deal with this issue?
- What would you do about Vicky’s situation? Ask the participants if they noticed that she had a positive breath test even though she had only been drinking soft drinks? Does this mean that she had been drinking throughout the morning, or had a lot to drink the night before? How would you get to the bottom of this? Also, what would you do if she was required to drive as part of her job?
- How would you deal with Liza – would you discipline her formally or would you reprimand her for bringing the company into disrepute by behaving in such a manner while in her uniform?
- How would you deal with Cheryl’s problems?
- What do you think Paul and Sonia had been doing? Have you noticed Sonia’s workload increasing? Have you discussed why this is and what you can do to help if she appears to be not coping? Would you give Paul another chance or would you sack him on his return to work?
- Have you considered the fact that Surinder, a Sikh, does not drink alcohol? What are the implications of this? Do you think she could possibly feel excluded or uncomfortable in team bonding sessions that involve alcohol? How would you resolve this issue?
- Aside from visiting the pub, how else could Simon have resolved the tension within the team?
Apply Learning (10 Minutes)
- Note down key advice or good practice ideas on the flipchart and decide how this might be incorporated into organizational policy.
Take a Trip Travel Agents – Task Sheet
Scenario
Take a Trip Travel is headquartered in a business park on the outskirts of a major city. Although it is a leading travel agency, the impact of the internet, terrorism and a general downturn in the travel industry has meant that the sales department has failed to meet its monthly targets for the past three months. The strain is beginning to take its toll. The situation has affected everyone in the department in a variety of ways and, as a result, working relationships are under a great deal of strain. Each member of the department feels dissatisfied with the others’ performance, and they all blame each other for not meeting the targets.
The team leader, Simon, decides to alleviate the situation by taking the team for lunch, in an attempt to engage them in some team-bonding, so Vicky drives them all to a quiet country pub in the company minibus.
After a couple of drinks, Cheryl publicly accuses Simon of having feelings for Vicky, alleging that this is the reason why Vicky was promoted ahead of her. A stormy argument ensues between Cheryl and Vicky.
While Simon and Surinder try to calm Cheryl and Vicky down, Paul and Sonia disappear for a few minutes. On their return to the table, Paul seems very relaxed, while Sonia appears slightly flustered. Later that afternoon, when she returns to work, she loses one of her most important clients.
In the meantime, Liza, who fancies herself as a karaoke queen, starts up the jukebox. She tries to cheer the team up by singing Gloria Gaynor’s ‘I Will Survive’ at the top of her voice, playing it on a constant loop. This results in complaints from numerous patrons who were in the pub for a quiet lunch and the landlord eventually has no choice but to ask them to leave. Alex subsequently gets a phone call of complaint from one of the patrons, who noticed the Take A Trip logo on Liza’s workshirt.
Paul does not go back to the office with the others. Instead, he just disappears without telling anyone.
As Vicky has only been drinking soft drinks throughout lunch, she drives everyone else back in the company minibus. However, she goes through a red light and, unfortunately for her, is seen by a police officer. He decides to breathalyze her. The result of the test is positive and Vicky is arrested and taken to the local police station.
Who’s Who?
Alex is the department manager, in charge of telesales and corporate accounts. She progressed through the ranks from a sales assistant post to become the department manager after five years in the department, but this is her first managerial role.
Simon is the sales team leader. He was a team leader in the marketing department of Take a Trip but was transferred across to sales after a few people in his previous team made complaints about him.
Vicky is a senior salesperson. She gets on very well with Simon. She was a sales assistant for a year before being promoted, having reached her targets consistently.
Cheryl is a salesperson. She is 22 years old, married with a young son and has been a sales assistant for two years, but feels she is long overdue for promotion.
Liza is another sales person. She is 19 years old and this is her first full-time job since leaving college. She has been part of the team for just three months.
Surinder is the third salesperson. She is 34 and has been with Take a Trip for four years. She is married with two children and, as a practicing Sikh, does not drink alcohol.
Sonia is the corporate account manager. She comes from a client relations background and has been working for Take a Trip for six years. She has a reputation as being professional and hard-working – sometimes too hard-working, as she often works during evenings and weekends.
Paul is the corporate sales assistant. He has been working for Take a Trip for two years, and is very laid back – so much so that he has been disciplined for consistent lateness. He is on his final warning.
All of the sales team are required to wear the corporate uniform of a blue shirt (with logo) and black skirt or trousers during the working day.
Task
As the department manager, Alex has to deal with the issues arising from this lunchtime event.
- Put the situations/individuals in order of priority, i.e. who or what do you think Alex should deal with first?
- Write down what action you would take with regard to each individual and be prepared to discuss why you would take this approach. Record your answers on a flipchart.
