Andy, ben, and carl are employees at palliative care home (pch). they report to lisa, who is the department manager. lisa has a tremendous amount of freedom to make decisions on how she manages her employees. she recently gave andy the preferred shift for his outstanding service to the patients at pch, along with an employee-of-the-month award. in his acceptance speech, andy indicated he is simply trying to emulate carl, who is liked by all the patients at pch. he admires carl and has learned several things about the job by just observing him. ben, feeling left out, has started to enlist other employees in the department to influence lisa for next month's award. given her position as the department manager, lisa has power. legitimate personal referent persuasive expert