NOTE: I already found same case and answer here. I need a different answer. Pls do not copy paste the answers. Thanks

AN INTERPERSONAL RELATIONS CASE PROBLEM

Can Claims Examiner Kristine be Helped?

Kristine Burns is one of five claims examiners in a regional office of a large casualty and property insurance company. The branch is still thriving despite the insurers success at selling many policies online. A centralized office conducts billing. The sales group not only sells policies but also services already existing businesses (for example, consulting with managers and business owners about upgrading their policies). The sales representatives also answer questions about policies, such as whether the policy owner is covered against a terrorist attack.

Kristine works with four other examiners, as well as her supervisor, Jenna Taylor. The essential job of the claims examiner is to visit the site of a client with a demand for reimbursement for damages, such as a fire, flood, or industrial accident. The claims examiner then files a report with a recommendation for payment that is reviewed by the examiners supervisor. In addition, the home office reviews estimated payments beyond $15,000. Kristine has held her position for five years. She has received satisfactory performance evaluations, particularly for the accuracy and promptness of her insurance claim reports.

Kristine has frequent negative interactions with her co-workers who resent many of her suggestions and criticisms. Josh, a senior claims analyst, says his nickname for Kristine is Ms. Pit Bull, although he has not shared this nickname with her. Asked why he refers to Kristine as a pit bull, he replied, Its not that Kristine physically attacks people. Its that shes so negative about so many things. Ill give you two recent examples. Kristine asked me to show her a sample claims report for mud damage. I e-mailed her a report. Two days later she sent me back the report, underlining six words or phrases she said were wrong. She didnt even thank me for the report.

Then, on another occasion, I had a two-day trip to inspect a building damaged by a runaway truck. When I returned to the office, Kristine asked my why it took me two days to investigate a simple claim. Sharon, junior claims examiner, says that at her best Kristine is a charming co-worker. Yet at her worst, she grates on peoples nerves. Heres what Im talking about. Last week I came to work wearing a blue skirt and a red blouse on the day the vice president of claims was coming to visit our office. Kristine tells me that a person should never wear a red-and-blue combination for a special event. Not only is Kristine critical; her criticisms are sometimes way off base. Another time she told me that I should not waste my time studying for advanced certification in claims. She said that no manager in the company really cares about certification. Either you can do your job or you cant.

A human resource specialist from the home office asked Jenna Taylor how she was handling Kristines personality clashes with co-workers, as well as her own personal interactions with her. Jenna said that she was mildly concerned about Kristines personality problems but that Kristine was still getting her work done. Yet Jenna did mention that several clients indicated that Kristine surprised them with some of her criticisms of their operation. She told one tool-and-die shop owner that a well-managed firm never has a serious accident. That was the companys first claim in 50 years of being insured by us.

When shes snippy with me, I just shrug it off unless it gets too personal. Then I tell Kristine that shes gone too far. Like a week ago she told me that I dont do a good job of getting enough resources for our branch, and that if I were a strong branch manager, we would have our offices refurbished by now. I told Kristine our conversation was over.

The human resources director said to Jenna, I think you and I should talk about effective ways of dealing with Kristine and her problems.

ANSWER THE QUESTIONS BELOW:

1. What are Kristines developmental needs? (3 marks)

2. What is Kristines universal training needs? (3 marks)

3. What do you recommend that Jenna Taylor do to improve Kristines interpersonal relationships in the office? (3 marks)

4. What is your evaluation of Jennas approach to dealing with Kristine so far? (3 marks)

NOTE: I already found same case and answer here. I need a different answer. Pls do not copy paste the answers. Thanks