Instructions
Read Case: When Jennifer Turned Grouchy. Develop a tentative approach to the problem presented by the grouchy receptionist. Be sure to provide a reasonable opportunity for correction of behavior.
- Possible ways to help the employee with the problem
- The necessary progressive nature of any disciplinary action contemplated
- The needs of the department and its customers
DO NOT just list your answers. You need to explain why you listed them.
APA format.
Case: When Jennifer Turned Grouchy “I’m not trying to tell you what to do,” said Mary Stone to Mark Carter, “but as your assistant I feel I’ve got to point out-again-that we have a problem that’s generating lots of grief.” “I know,” Mark responded with more than a trace of annoyance. “I’m trying to take it the way you mean it, and I’ve heard about it from others as well. I know we have a problem with Jennifer, but I don’t know how to deal with it.” “But it has to be dealt with, As receptionist, she’s in a position to make a first and lasting impression on a number of people, and she’s generating a lot of complaints from patients and physicians and other staff about her blunt, rude treatment of them. It’s been going on for weeks, and it’s getting worse. Now she’s starting to mix up appointments. Mark said, I’d hoped that whatever was bugging her would pass, but she’s just gone from bad to worse. And it’s really too bad; she’s been here a long time, and this is only recent.” “One of us should talk with her and try to find out what’s going on.”
Mark said, “I’ve tried. Last week I gave her a chance to talk in private. I even asked if I could help in any way, but she told me that nothing was wrong. The way she said it, she might as well have told me to mind my own business. But she’s wound up tight, and there’s obviously something going on in her life that wasn’t there few weeks ago.” a “Well, something is certainly wrong,” said Mary, “and something’s got to be done. Our receptionist has become unprofessional, and the department’s starting to suffer.” Instructions Develop a tentative approach to the problem presented by the grouchy receptionist. Be sure to provide reasonable opportunity for correction of behavior. Possible ways to help the employee with the problem The necessarily progressive nature of any disciplinary action contemplated The needs of the department and its customers Reference 1. Asay GRB, Roy K, Lang JE, Payne RL, Howard DH. Absenteeism and employer costs associated with chronic diseases and health risk factors in the us workforce. Prev Chronic Dis 2016;13:150503.
