VES ME with her." Primary Topic-Employee Problem and Problem Employees Additional Topics Communication: Criticism and Discipline: Leadership: Motivation "T have a particular part-time employee who is giving me a great deal of grief," said business office manager Darlene Swift, "and I'm looking for advice on how to deal "What's she doing?" asked human resources representative Ellen Francis who then added, "Are you going to tell me it's Jennifer Wilson again? The one we spoke about maybe 6 months ago?" "Yes, the same. I'd forgotten we talked about her briefly. I tried counseling like you suggested, but nothing changed. If anything, things have gotten worse." "How so? Fill me in; I don't recall the particulars of our earlier discussion." Darlene offered, "Jennie's still part-time, 20 hours a week. But she takes more sick time than any full-time employee. She's out frequently, and whenever she returns she automatically expects that someone will have completed anything she left unfin- ished. She expects someone else to clear up her backlog any time she's out, and unfortunately that's what's been happening." Darlene continued, "And whenever she's asked to work extra time help cover for vacations or others' illnesses, she always refuses. With what usually sound like good reasons." Ellen asked, "How long has she been employed here?"" Darlene sighed. "Maybe that's part of the problem. She's been here forever close to 25 years. In fact, she told me recently that she'd given her share of extra effort to the hospital over the years and that it was about time the hospital gave back to her. As she puts it, 'This place owes me." "Have you talked about her behavior recently? Specifically, the absences? A shrug. "I tried counseling. About absences. That's when I got the speech about expecting the hospital to give back to her." "Still concerning the absences, any disciplinary actions ? "No." Darlene answered. "I don't believe she's ever been disciplined for anything "Okay," said Ellen. "Let's take a look at her file, access her attendance records and see what we might be able to do about Jennifer." 181 182 Case 95: This Place Owes Me Questions: 1. Imagining yourself in the position of human resources representative Ellem Francis, what advice would you offer Darlene for dealing with her trouble some employee, Jennifer? 2. How could Darlene have avoided or at least minimizedthe present problem? 3. What personnel policies are likely to be in place to assist Darlene in address ing difficulties such as those presented by Jennifer