Answer what is being asked using the concepts discussed in this lesson.

1. Sara is a supervisor at a call center. She monitors her employees' calls and keeps a record for each employee of times when they provided exceptional customer service as well as when service was not helpful or substandard. Which appraisal method is Sara using? Why?

2. Julie has worked in the same position for a financial firm for six years. She is generally happy but would like a new challenge. After two years, a new position finally becomes available, and she applies for it. She is qualified but is rejected in favor of Karen, an outsider with more experience. What can company management expect from Julie?

3. Short Case: Ivy remarks that although performance evaluation can be uncomfortable for both managers and employees, failure to accurately and honestly evaluate performance is never a good choice. She recalls the time that a supervisor, Jocel, came to see her. I want to fire Elizabeth, Jocel said angrily. She entered the wrong invoice numbers again, and now i have to stay and correct her mistakes again! Is this common? Ivy asked. Have you expressed your concerns or initiated a performance improvement plan? She does it all the time, but I usually dont catch it until after she is off for the day, Jocel replied. By morning, it doesnt seem worth my time go over it with her. How about her performance evaluation? she asked next. Have you brought Elizabeths poor performance to her attention at her annual evaluation? Well, no, I always give all my employees a satisfactory rating its easier that way, answered Jocel. Without ever bringing Elizabeths unacceptable performance to her attention and thus giving here chance to change, firing or otherwise severely disciplining Elizabeth at this point would be questionable. How can this problem be avoided?