Justify why one solution is better than the other two.

Clash at the Check Cashing Counter

Janice slowly and methodically counts out a customers cash. At the next bank window, Chung rapidly cashes checks and takes deposits. For every four customers that Chung serves, Janice only handles one. Her customers dont complain, but several are seen changing from her line to Chungs.

At one point, Chung tells the customers, If you dont want to be here all day, youd better get into my line. Janice mumbles under her breath but continues to work at a slow pace. She remains polite to her customers but frequently glares over at Chung who seems to enjoy taunting her.

When Chung has no customers, she watches Janice and laughs at her when she miscounts or drops change. Finally, Janice runs crying from her counter and tells the manager, Toya, that she cannot take the pressure. She leaves the bank before Toya decides how to handle the situation.

Solution A. Toya speaks with three other employees who regularly work with both Chung and Janice. Then she calls Janice at home. She tells her that she is a valuable employee and many customers appreciate her accuracy and courtesy. Toya promises to transfer Chung to another area where she will have minimal contact with her.

Toya speaks directly to Chung. She tells her that although her speed is appreciated by some, there are other customers who prefer Janices approach. She admonishes her for such childish teasing. Toya asks Chung if she would like to work at the drive-up window, where speed is a priority for customers, or at the payroll check cashing window. She tells her that remaining at her present position is not an option and she must stay as far away from Janice as possible.

Solution B. Toya waits for Janice to come back to work the next day when she is calmer. Toya tells her she will not dock her for leaving two hours early. She calls Chung over and tells them to shake hands. She advises them to go out to lunch together so that they may discuss their differences and work them out.

Solution C. Toya holds a staff meeting to discuss personality conflicts and productivity fluctuations on the job. She addresses the issues of accuracy versus speed, customers needs, and employee interaction. She does not openly discuss Chung and Janices problem but everyone knows their dispute is what precipitated the meeting.

Toya gently but firmly reminds the staff to respect each other and concentrate on the customers. She tells them that open conflicts will not be tolerated and that courtesy toward customers and colleagues is a must in order to keep their jobs.