When staff arrived each day at the centre where they worked, they wondered how their boss, Tony, would respond to them. This was because Tony had developed a reputation for being very inconsistent in the way he spoke to people. Sometimes, he would be very friendly and informal, but at others, he would be quite formal and distant – and his switches between the two did not appear to be related to any apparent changes in the circumstances. This inconsistency was a considerable source of irritation for staff and was generally interpreted as a lack of security and confidence on Tony’s part.
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