The new customer sales procedure is implemented and after 6 months all but 1 staff member has embraced the new sales process. They have a clear understanding of what's required and Jean is starting to enjoy being a little less stressed.

Unfortunately, 1 team member is simply refusing to follow the new process. Amanda Wilcox is one of the longer term front of office employees and regularly makes comments like; 'we've always done it this way, why should I change?'

After the appropriate number of verbal warnings, supported by appropriate counselling Jean must draft a written warning. The wording and structure of this letter must be precise; if Amanda's behaviour doesn't change she could be terminated. The last thing Jean needs is a claim for unfair dismissal.