C:/Users/PRIYA/Desktop/case%20study%2015.pdf e ED Page view Draw y Highlight Eras SCENARIO 1 Fleur Airlines hires over fifty people per month into their eight-week Call Centre Agents training program. The training program is intensive and competitive; however, the company receives many applicants, primarily because of the company perk of free travel for all employees anywhere the airline flies other participants. More than once, she noticed the other trainees roll their eyes whenever Cady raised his hand to speak. On the Friday of the second werk, Barbara pulled Cody aside and wid, "Cody, I appreciate your eagernes for the class, but I am asking if you could refrain from commenting so frequently. I would like to give equal time to the other participants to jump in with their questions as well." Cody agreed and said he would "tme it down from now on." However, on the Monday of the bird werk, Cody called the Human Resources department and said that he wanted to lodge.complaint about Barbara. When you spoke with Cod, he told you that he believed Barbara was out toget him and that she was planning to fall him so that he would be terminated. He said that Barban had singled him out and that he did not trust her as his trainer any longer In this program, participants are required to write and pass an exam every Friday; trainees scoring below 85% on the exam are permitted one opportunity to re-write it and, if they score below 85% a second time, they are terminated from the program and their employment is ended. Typically, out of the fifty new hires into the program, less than half complete the eight-week training and go on to have careers with the airline Graduates of the program are considered elite employees due to the rigour of the training, and are often referred to as "Fleur-azon." Cody Baskins has been in the program fortwo weeks. Prior to joining Flere Airlines, he worked as a Marketing Representative for a promotional items company, Cosmo Marketing. At Cosno, Cody was the second highest commission earner due to his extraverted and aggressive style, but he wanted to try a career in the travel industry and so left Coseno to join Feat. In his first two weeks, Cody proved to be a keen and vocal trainee. He asked a lot of questions and spoke up frequently. At first, his session trainer, Barbara Jablonsky, welcomed and encouraged Cody's enthusiasm. However, by the fourth day of the first week, Barbara noted that Cody's frequent questions interrupted the flow of the training and irritated the DISCUSSION QUESTIONS 1. How would you approach this situation? 2. What questions would you ask Cody as part of his statement? 3. What questions would you ask Barbara as part of the investigation? 4. Would you question any other members of the training class? 5. What are the contextual circumstances that have to be considered in this scenario that might have an effect on the outcome? 6. Given that Cody has only been with Fleur Airlines for two weeks and that graduation from the program is not guaranteed, what advice would you give to Cody's and Barbara's manager? SCENARIO 1 Fleur Airlines hires over fifty people per month into their eight-week Call Centre Agents training program. The training program is intensive and competitive; however, the company receives many applicants, primarily because of the company perk of free travel for all employees anywhere the airline flies. In this program, participants are required to write and pass an exam every Friday; trainees scoring below 85% on the exam are permitted one opportunity to re-write it and, if they score below 85% a second time, they are terminated from the program and their employment is ended. Typically, out of the fifty new hires into the program, less than half complete the eight-week training and go on to have careers with the airline. Graduates of the program are considered elite employees due to the rigour of the training, and are often referred to as "Fleur-azons." Cody Baskins has been in the program fortwo weeks. Prior to joining Fleur Airlines, he worked as a Marketing Representative for a promotional items company, Cosmo Marketing. At Cosmo, Cody was the second-highest commission sangradne to his owned and stressis.com Type here to search L case study 15.pdf File C:/Users/PRIYA/Desktop/case%20study%2015.pdf + eight-week training and go on to have careers with the airline. Graduates of the program are considered elite employees due to the rigour of the training, and are often referred to as Fleur-azons." Cody Baskins has been in the program for two weeks. Prior to joining Fleur Airlines, he worked as a Marketing Representative for a promotional items company, Cosmo Marketing. At Cosmo, Cody was the second-highest commission earner due to his extraverted and aggressive style, but he wanted to try a career in the travel industry and so left Cosmo to join Fleur. In his first two weeks, Cody proved to be a keen and vocal trainee. He asked a lot of questions and spoke up frequently. At first, his session trainer, Barbara Jablonsky, welcomed and encouraged Cody's enthusiasm. However, by the fourth day of the first week, Barbara noted that Cody's frequent questions interrupted the flow of the training and irritated the DISCUSSION QUESTIONS 1. How would you approach this situation? 2. What questions would you ask Cody Page view E V Draw Highlight Erase other participants. More than once, she noticed the other trainees roll their eyes whenever Cody raised his hand to speak. On the Friday of the second week, Barbara pulled Cody aside and said, "Cody, I appreciate your eagerness for the class, but I am asking if you could refrain from commenting so frequently. I would like to give equal time to the other participants to jump in with their questions as well." Cody agreed and said he would "tone it down from now on." However, on the Monday of the third week, Cody called the Human Resources department and said that he wanted to lodge a complaint about Barbara. When you spoke with Cody, he told you that he believed Barbara was "out to get him" and that she was planning to fail him so that he would be terminated. He said that Barbara had singled him out and that he did not trust her as his trainer any longer. ENG CD Pa DISCUSSION QUESTIONS 1. How would you approach this situation? 2. What questions would you ask Cody as part of his statement? 3. What questions would you ask Barbara as part of the investigation? 4. Would you question any other members of the training class? 5. What are the contextual circumstances that have to be considered in this scenario that might have an effect on the outcome? 6. Given that Cody has only been with Fleur Airlines for two weeks and that graduation from the program is not guaranteed, what advice would you give to Cody's and Barbara's manager? search