Business Question

Case Study

Review Chapter 2 and then read the scenario below. 

Scenario

Suzan has worked for Organization ABC  for one year. During her 30-day review, Suzan received amazing scores  from her supervisor. During her 60-day review, Suzan’s performance was  deemed as acceptable, but her ability to communicate with her colleagues  was lacking. During Suzan’s 90-day review, Suzan’s supervisor, at the  time, expressed that her performance needed serious improvements.  Unfortunately, Suzan’s supervisor noted the following:

Suzan did not provide her colleagues with messages from customers and vendors.

Suzan’s phone skills were ineffective, especially when interacting with customers. 

Suzan’s temper was a concern and she often raised her voice when she became frustrated.

You have been hired to replace Suzan’s  previous supervisor. Between Suzan’s 90-day review and presently (her  annual review), you have noticed that Suzan’s performance still is a  problem. Before her departure from the organization, Suzan’s past  supervisor stated, “Suzan is nice; however, she is a horrible  communicator. I cannot work with her, as she is such a challenge to deal  with… Good luck, as Suzan is one of the worst employees of Organization  ABC.” 

During your first week in your new role  as supervisor, you met with Suzan to understand more about her  performance. She stated, “I am a hard worker; however, I only was told  what I was doing wrong. I am willing to learn. Can you help me become  the best employee for Organization ABC? I want to succeed in this role.”

As a supervisor, you know that you have  various responsibilities. One of your responsibilities is to address  performance deficiencies. Although Suzan was provided with a job  description, which included detailed information about the critical  nature of communication in her role, she needs additional support.

Examine pages 48 and 49 in your  textbook. Then, create a plan, specific to Suzan’s needs, detailing how  you will utilize the following to ensure improved performance: 
Observation and documentation
Updates

Feedback

Resources

Reinforcement

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