Lesley worked for a few years as a financial processor of referral loans and was quite good at it, or at least she thought she was. Lesley had set several processing records in the office, processing 130 loans one month, then 133 the next, and 140 (a division record) a few months after. She had received organization-wide recognition as a superstar and was recognized at the division Christmas party by Mr. Marsh himself.

However, no matter how hard Lesley worked and no matter what she did, she just couldnt seem to get on the good side of her supervisor, Anne Wood, who had regular one-on-one meetings with all members of her team. Lesley overheard many such meetings and they seemed friendly and beneficial. However, during the one-on-one sessions Wood had with Lesley, she was abrupt, nitpicky, and at times rude. Comments that registered in Lesleys mind were You are too loud (even though Wood knew that Lesley had a hearing impairment), Your attitude rubs people wrong, Number of loans processed isnt our only metric of success, We need you to be a cultural fit in addition to being a great processor, and You need to do the extras that we appreciate around here.

After she had worked in the department for a while, Lesley noted a few things that might have influenced Woods opinion of her such as

1. She was older than Wood and most of the other staff in the processing department. 2. She was not a member of the church that Wood and most of the other Company employees attended. 3. She missed many of the department social outings. 4. She had rarely participated in the webinars and outside readings that Wood requested her employees complete during their out of work time.

5. Les was twice divorced with no family in the area while most other employees were young moms and wives.

However, record-setting performance and many extra hours at the office are what Lesley thought mattered. After all, that is what had counted at all of her other jobs. That said, Lesley was a bit pensive as she waited to be called into Ann Woods office for her annual review. While Lesley was confident of a solid evaluation since she had set records and never missed a day of work, she knew well that Wood didnt like her and was worried that could affect her evaluation.

Unfortunately, Lesleys fears were realized as Wood rated her as Needs improvement straight across the board. Explaining her evaluation, Wood stated, I appreciate your processing skills and your drive, but I need to see your communication skills, overall attitude, and teamwork improve. Do not be abrupt with the loan officers, be nicer to your fellow employees, and work harder to help others. Wood ended the meeting with the encouraging statement of, I know you have the potential to rise to above average.

Despite the poor and disheartening evaluation, Lesleys record-setting processing continued throughout the next year as she consistently outperformed her fellow employees. She also worked hard to mentor new employees, made several friends in the office, and even attended some of the webinars and read some of the leadership books Wood was so big on. It even seemed like she and Wood were starting to click. At least until the next superstar award.

s a result of her continued record level of loans processed, Lesley had again been chosen as a superstar and as a reward was supposed to be taken to lunch by Wood, Mr. Marsh, and the three other winners in her division. However, when Lesley arrived at Woods office, she found that the group had left 15 minutes earlier and Wood had made no effort to contact Les. Les asked Wood about it later that day and Wood replied, I just forgot you were on the superstar list. I will make it up to you.

Lesley responded. Well, I dont feel like much of a superstar anymore since I didnt even get to attend the superstar lunch.

Wood replied, Look, if you want to go to lunch, I will take you to lunch!

Lesley replied weakly No, I wanted to go to the superstar lunch like everyone else who was given the award got to do. Wood didnt have much of a response and just sort of mumbled I will make it up to you, as she walked off.

A few months later, Lesley was sent to New York for training to expand her skillset and prepare her for new opportunities. On the trip, Lesley stayed in corporate housing and ended up paying personally for her meals. After discussing the trip with Stanley, Les found out that The Company had a policy of paying for all expenses on company travel. Given her new knowledge, Lesley asked Wood, What is the process for getting my meal expense reimbursed from my training travel last month? While I loved the training, I hear the company has a policy of covering training travel expenses and that money would really help right now.

Woods curt response: No such policy.

Confused, Lesley asked Pat Jones in HR about the travel policy and Pat confirmed that such a policy did indeed exist. After hearing Lesleys side of the story, Pat called a meeting with Wood and Lesley and scolded Wood for not informing Lesley of the policy. After the HR meeting, Lesley continued her good work (as she saw it) at The Company.

Months later, Lesley was due for her next performance review. It commenced on a surprising and dispiriting note. Lesley, I have continued to see a deterioration in your work performance and have rated it as marginal. Lesley was shocked and immediately decided not to sign off on the form, which would indicate her concurrence with the evaluation. Instead, she filed a rebuttal with HR.

HR duly processed her rebuttal, as resolving employee conflicts was an important part of their mandate. HRs role over the years had grown dramatically, so much so that it was now viewed as a legitimate pathway to upper management and pay scales of HR personnel were now comparable to that of line employees. HR was no longer the backwater it once had been.

Lesley was in a double bind. By confronting Wood, she was in serious danger of losing her job. On the other hand, if she endorsed the review, she was likewise putting her job at risk. Lesley initiated the rebuttal process by explaining to Pat why she felt that Woods review was biased. Over the course of several meetings, however, it became clear to Lesley that HR was not sympathetic to her case. Woods review would stand with only minor changes. Lesley, feeling beaten down, finally signed off on the review.

Given the circumstances, Lesley faced a major career decision: Should she remain with The Company and hope for Woods eventual transfer or promotion to another management position, or should she seek a new job?

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