Read through the below case about being asked to terminate an employee by a manager. Ignore the questions on the last page--answer the questions below.

1. How would you go about investigating the supervisor's claims? Who would you contact and what documents might you review? What information would you need from these sources?

2. Based on the documentation presented in the case, would you fire the employee? Why or why not?

Skill Exercise: Handling an Employees Termination

Overview

Several issues are involved when an employee is performing below standards to the point that it is necessary to terminate the employment relationship. This exercise puts you in the role of HR professional and asks that you go through several steps leading up to the termination of an employee.

Learning Objectives

After completing this exercise, you should be able to:

1. Experience the process by which HR professionals handle requests for termination by line managers and supervisors in the organization.
2. Make decisions on crucial issues involved in the termination process.
3. Develop an understanding of the sensitivity and gravity of the termination process.

Procedure

1. Read the scenario and the accompanying exhibits associated with the termination of a customer service representative.
2. As a group, work through the questions on page 5.

Scenario

Youve been working with The Daily Register, a regional newspaper, for the last 12 months in the HR department. Your supervisor, the HR manager, is leaving for vacation tomorrow. With impeccable timing, one of the sales managers, Paul White, has submitted the paperwork for terminating one of his employees. The sales department is responsible for soliciting and securing advertisers for the newspaper. Paul maintains that Jeanette Landis has failed to reach sales goals for the last six months despite numerous attempts at discipline. Furthermore, Jeanette has threatened to file a lawsuit if The Daily Registrar terminates her employment. The HR manager delegates the handling of the termination to you. The documents sent by Paul, documents that youve received in HR, Jeanettes job description, and the companys discipline policy appear in the Exhibits 1-6.

EXHIBIT 1

Return-path: pwhite@ourcompany.com

Content-return: allowed

Date: Wed, 11 Apr 15:45:010400

From: Paul White pwhite@ourcompany.com

Subject: Termination

To: you@ourcompany.com

HR Staff:

I

I have sent the necessary materials to your office to fire one of my customer service reps, Jeanette Landis. Ive been pulling my hair out trying to get her to sell something for the past 6 months, but she cant do it! She repeatedly misses her sales goals by a huge margin due to her laziness and stupidity. I need to be rid of her as soon as possible so I can get an employee in here that can do the job. I could suspend her next, but I doubt it will help. Can you give me the go-ahead so I can show her the door? I know I was reluctant to fire my old high school buddy last year, but I will gladly hold this termination meeting.

Paul

EXHIBIT 2

From Pauls file:

Performance Appraisal

Name: Jeanette R. Landis

Last Review: Review Period: 12.6 to 6.6

Job knowledge: Employees ability to understand the required duties, responsibilities, skills, and procedures.

Rating: Exceeds Requirements

Comments: Jeanette has an excellent understanding of the requirements of her job. She has been instrumental in training new staff members this period.

Quality of Work: The degree to which the employees work is accurate, complete, and conforms to The Daily Register and supervisor requirements.

Rating: Meets Requirements

Comments: The sales Jeanette makes are processed appropriately. She reports them to me in an acceptable fashion, and she maintains customer accounts adequately.

Productivity: Employee produces a large volume of work, is timely, and meets all deadlines.

Rating: Unsatisfactory

Comments: Jeanette does not make new sales. Rather, she maintains customer orders for the same ad, run on the same day, for the same cost. She does not make attempts to win new customers or grow current accounts. This area needs severe improvement. It is recommended that Jeanette repeat sales training.

Organizational Skills: Employee uses time effectively, sets priorities, and demonstrates initiative on projects.

Rating: Needs Improvement

Comments: Jeanette should be using time to increase her customer base. Despite discussions this quarter, no evidence of this is present. She is not a high initiative person.

Communication Skills: The employees ability to convey ideas and information effectively and appropriately to others.

Rating: Exceeds Requirements

Comments: Jeanette is extremely articulate. Other Customer Service Representatives solicit her opinion on ad content on a regular basis.

Overall Rating: Needs Improvement

Recommended Performance Raise: N/A (Commission sales)

Supervisor Signature: _________________________ Date: _____________

Employee Signature: __________________________ Date: _____________

EXHIBIT 3

From Pauls file

Record of Disciplinary Action

Name: Jeanette Landis

Position: Customer Service Representative

Date: 10.2

Reason for Action: Jeanette has failed to meet sales goals for the second month in a row. We have discussed the reasons for her performance, and she has assured me that she will meet them next month. At this time, no further training is needed.

Disciplinary Action Taken: Documented verbal warning

Supervisor Signature: _________________________ Date: _____________

Employee Signature: __________________________ Date: _____________

HR Signature (if necessary): ____________________ Date: _____________

EXHIBIT 4

From Pauls file

Record of Disciplinary Action

Name: Jeanette Landis

Position: Customer Service Representative

Date: 3.3

Reason for Action: Jeanette has again failed to reach sales goals. In December, it was recommended that she attend sales training. She has failed to schedule this training and has not make improvements in her sales as established last month. If she fails to schedule training within the next 30 days, she understands that further steps will be taken.

Disciplinary Action Taken: Written warning copied to HR

Supervisor Signature: _________________________ Date: _____________

Employee Signature: __________________________ Date: _____________

HR Signature (if necessary): ____________________ Date: _____________

EXHIBIT 5

The Daily Register

Disciplinary Policy

The Daily Register attempts to provide the resources, training, and information required for individuals to perform their jobs successfully. If for any reason, performance is not up to the standards set by the employee handbook, job description, or direct supervisor, the employee shall be disciplined as follows.

If an employee has committed a minor infraction, the following steps will be taken:

1. A verbal warning will be given and will be documented, signed by the employee, and placed in the supervisors file.
2. A written warning will be documented, signed by the employee and filed with the supervisor.
3. A written warning will be documented as in step two, but also copied to the HR manager. This warning becomes a permanent part of the employees file.
4. A third offense is grounds for suspension.
5. Upon the fourth offense, the individual may be terminated.

Minor Infractions:

Excessive personal telephone calls and long distance calls without approval, misuse of office supplies or equipment, excessive and unapproved absences and/or tardiness, misuse of leave time, failure to reach performance standards.

A major infraction will be examined on an individual basis and may be grounds for immediate termination and/or legal action. Examples of infractions include the following:

Major infractions:

Breach of confidentiality, falsifying records, embezzlement, violation of Drug Free Workplace or firearms policies, sexual harassment.

EXHIBIT 6

The Daily Register

Job Description

Job Title: Customer Service Representative

Department: Sales

Purpose and Scope:

The Customer Service Representative is responsible for selling advertising space in The Daily Register. He or she is crucial to the profitability of the organization, securing revenue from one of three stakeholders (i.e., advertisers, subscribers, and other readers).

Responsibilities:

The Customer Service Representative is responsible for selling advertising space in the newspaper to both established accounts and new customers. Once advertising orders are placed, he or she is responsible for communicated to the creative services department as to the size, content, and design of the ad. Finally, the Customer Service Representative handles questions and concerns about the presentation of the advertisement.

Organization Relationships:

The Customer Service Representative reports to the Sales Manager.

Job Requirements:

The Customer Service Representative is required to have training in the following areas:

• 4-year degree
• Minimum of 2 years of work experience, preferably in sales
• Knowledge and understanding of sales
• Knowledge of sales techniques such as cold calls, market research, and presentation.

Fulfillment of experience and training requirements upon hire is at the discretion of the Sales Manager.

Approval:

Dept. Manager/Supervisor: ________Paul White_______

Date: ________2/3________

Human Resources Department: ______Shirley Tyler______

Date: _____15 Feb_________

3. Assuming the employee was to be fired, how would go about conducting the termination meeting?