A local public relations firm that prides itself on customer satisfaction has been experiencing several employee-related problems. Employees in this company work in project groups consisting of three to seven people. These groups work closely together for long periods of time on various customer accounts. In the past six months customers have complained about the quality of employee decisions, the quality of interactions they've had with the group, as well as the outputs of the groups. Some of the more minor, but important, accounts have been lost. On top of this, employees in project groups are becoming disgruntled with each other and complain of conflicts and interpersonal problems, as well as a lack of leadership. Complaints to managers about project group members have nearly doubled.