Patricia works in the call center. She’s been with the company about 5 years and
ID: 449362 • Letter: P
Question
Patricia works in the call center. She’s been with the company about 5 years and has had good reviews. She’s a top performer and she assists in training new employees in the department. Over the past few months, Patricia has applied for two promotions in the department (one for a team lead position and another as a senior call center representative). She has been turned down for both positions. You are the hiring manager, and although you value Patricia’s work and see her as a resource, you recognize that she needs further education in her role and some polishing around the edges before becoming a team lead.
Recently, you’ve noticed that Patricia isn’t as happy as she used to be. She has been arriving late to work (5 times over the past month), her call scores have lowered, and she’s been lashing out when newer employees ask her for help.
One particular day, the call center was swamped with phone calls, and was short staffed during the lunch hours. Patricia was frustrated and sent a text to a few of the employees saying “I wish our manager would get off of her butt AND HELP US WITH THESE CALLS!” You found out about this text because Patricia inadvertently sent the text to you (you have the same name as another employee that she wanted to send the text to and she sent it accidentally to the wrong person).
You see this as completely disrespectful and want to proceed with issuing disciplinary action.
1. What type of disciplinary action would you consider appropriate: verbal warning, written warning, probationary, termination?
2. Write an email listing the items you’d address with Patricia. In this email, outline the issue, possible action steps to correct the infractions, and specify a timeline for completion.
3. How and when would you, as her manager, assist her?
Explanation / Answer
1. What type of disciplinary action would you consider appropriate: verbal warning, written warning, probationary, termination?
Patricia has been an excellent employee in the past with good ratings. Since this recent change in her performance could be because of various reasons. Also, I will not take any strict action against her , but will issue a written warning.
2. Write an email listing the items you’d address with Patricia. In this email, outline the issue, possible action steps to correct the infractions, and specify a timeline for completion.
To,
Patricia
Subject: Email regadring performance drop and unprofessional behavior at office
Dear Patricia,
This email is to inform you about your excellent performance record in the past and sudden drop of the performance recently.Also, it was found that you have been behaving unprofessionally with your coworkers in the office premises which is not only harmful for you as an employee of the call center , but also for the employees and organization as well. Various issues which I have been observing in your performance and corrective actions recommended are as follows-
Your timeline to implement these suggestions and improve your performance is 2 weeks from today. However, I am very much concerned about the drop in your performance . I am aware that you could be facing some personal issues too because of that, there is a drop in performance. Please feel free anytime to walk in my office or write to me regadring any problems you are facing. I will help you to the maximum possible capacity.
Thanks,
XYZ
3) How and when would you, as her manager, assist her?
She could be facing some personal isses with family , friends, spouse etc because of which there is a drop in her performance. Also, there is a chance that her motivational level has dropped because she was not promoted twice despite her best efforts. I will discuss all these issues and try to help her in best possible way.