I don't know what I'm going to do about Louise, said section supervisor Missy Clare to...

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"I don't know what I'm going to do about Louise," said section supervisor Missy Clare to her friend and fellow supervisor, Janet Stevens. "She was a good worker for the longest time, but now I'm getting complaints." Janet asked, "What kinds of complaints?" "That she's brusque to the point of rudeness when she answers the phone and that she snaps at other employees when they just ask simple questions. I've had at least three doctors tell me I'd better get someone more pleasant out front, and obviously someone complained to Carson -you know, my boss-because he asked me about the crabby receptionist in my section he was hearing about." "Has she been experiencing any kind of problem that you know of? Something personal that's bothering her?" Umiker's Management Skills for the New health Care supervisor "I don't know," Missy answered, and it's a cinch she doesn't want to talk about it, even if there is a problem. I've given her every opportunity to talk but she's not having any of it." Janet said, Well, to be completely honest with you, I've heard a few things about Louise." "Like what? "Like how some of your outpatients are afraid to approach her because they don't know if they're going to be snapped at, glared at, or ignored." Missy said, "Louise is such a long-time employee. I hate to just lower the boom on her." "Well, kiddo," said Janet, "you'd better lower something before Carson and his higher-ups get any more complaints." Questions 1. How would you go about trying to balance the customer service needs of the section with the apparent needs of Louise, the long-time employee? 2. Which of the section's customers are likely to cause Missy the most grief over Louise's behavior? Why? 3. Recommend an approach for Missy to consider in addressing the problem with Louise. 59 "I don't know what I'm going to do about Louise," said section supervisor Missy Clare to her friend and fellow supervisor, Janet Stevens. "She was a good worker for the longest time, but now I'm getting complaints." Janet asked, "What kinds of complaints?" "That she's brusque to the point of rudeness when she answers the phone and that she snaps at other employees when they just ask simple questions. I've had at least three doctors tell me I'd better get someone more pleasant out front, and obviously someone complained to Carson -you know, my boss-because he asked me about the crabby receptionist in my section he was hearing about." "Has she been experiencing any kind of problem that you know of? Something personal that's bothering her?" Umiker's Management Skills for the New health Care supervisor "I don't know," Missy answered, and it's a cinch she doesn't want to talk about it, even if there is a problem. I've given her every opportunity to talk but she's not having any of it." Janet said, Well, to be completely honest with you, I've heard a few things about Louise." "Like what? "Like how some of your outpatients are afraid to approach her because they don't know if they're going to be snapped at, glared at, or ignored." Missy said, "Louise is such a long-time employee. I hate to just lower the boom on her." "Well, kiddo," said Janet, "you'd better lower something before Carson and his higher-ups get any more complaints." Questions 1. How would you go about trying to balance the customer service needs of the section with the apparent needs of Louise, the long-time employee? 2. Which of the section's customers are likely to cause Missy the most grief over Louise's behavior? Why? 3. Recommend an approach for Missy to consider in addressing the problem with Louise. 59