Case: When Jennifer Turned Grouchy

Im not trying to tell you what to do said Mary Stone to Mark Carter but as your assistant I feel Ive got to point out again that we have a problem thats generating lots of grief.I know Mark responded with more than a trace of annoyance. Im trying to take it the way you mean it and Ive heard about it from others as well. I know we have a problem with Jennifer but I dont know how to deal with it.But it has to be dealt with. As receptionist shes in a position to make a first and lasting impression on a number of people and shes generating a trail of complaints from patients and physicians and other staff about her curt rude treatment of them. Its been going on for weeks and its getting worse. Now shes starting to mix up appointments. Mark said Id hoped that whatever was bugging her would pass but shes just gone from bad to worse. And its really too bad; shes been here a long time and this is only recent.One of us should talk with her and try to find out whats going on.Mark said Ive 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 shes wound up tight and theres obviously something going on in her life that wasnt there a few weeks ago.Well something is certainly wrong said Mary and somethings got to be done. Our receptionist has become sullen and ill-tempered and the departments 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 and that you account for: 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.