Case: When Jennifer Turned Grouchy I\'m not trying to tell you what to do,\'said
ID: 368172 • Letter: C
Question
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 1 know,'Mark responded with more than a trace of annoyance."lm 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 trail of complaints from patients and physicians and other staff about her curt, 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, "'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,"T've tried. Last week I gave her a chance to talk in private. I even asked ifl 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 theres obviously something going on in her life that wasn't there a few weeks ago. Well, something is certainly wrong:said Mary, 'and something's got to be done. Our receptionist has become sullen and illtempered, and the department's starting to suffer.
Explanation / Answer
Solution:-
The following should be the tentative approach -
Step 1 - Mark should talk to Jennifer officially not privately and should ask her whether she realizes that she is underperforming. If she admits, then mark should ask whether or not she has any personal issues. If she is ready to share the problem, Mark should provide official assistance based on his scope. If she denies her underperformance, then Mark should state clearly the mismatch between the expectation and actual performance and make sure that Jennifer understands the point. Once she understands, Mark should document the minutes and jointly sign along with Jennifer.
Step 2 - After this initial step, Jennifer should be monitored for a week/ month and then if the performance is satisfactory, no further action is necessary. If the situation does not improve, she should again be counseled and this time, exact instances of non-performances should be cited with all the references. Again the feedback should be documented and signed.
Step 3 - Again monitor for few weeks. If improvement is visible, Mark should continue his support and help Jennifer to improve. But if improvement is not visible, she should be referred to the next level e.g. to the Executive Assistance Program after another round of corrective interview and record.
Step 4 - After the EAP procedure, if Jennifer cooperates, then disciplinary action should be taken. If, however, cooperation is found, she should be evaluated post EAP for few weeks. If still no improvement is found, again disciplinary action should be taken after keeping all the copies of communication and assistance records.