You are the Guest Services Manager at a hotel. Lately, you have noticed that two of your guest services agents, Samuel, and Tim, have not been getting along. Specifically, you've heard some curt verbal exchange between them both, although you haven't been able to decipher what exactly has been said - you've just witnessed the negative body language between them during these exchanges (eye rolls, dismissive hand waves, etc.). In at least one instance, you are quite sure a guest overheard this exchange.

Typically, these two employees have always worked well together, and both have been strong performers in their roles. Other team members have shared similar concerns with you about their observations of Samuel and Tim as well. The rumour is that Samuel owes Tim some money and hasn't repaid him yet; however, you have no evidence that there is any truth to this.

You had hoped they would resolve whatever the issue was but that hasn't happened. You are becoming increasingly concerned that whatever is causing this riff is impacting the team and quality of service they are providing to the guests.

You decide to have a coaching session with Tim and Samuel

1. Determine if you will meet with Tim and Samuel together or separately. Explain why.
2. Using the coaching preparation form, plan out your discussion. 
3. As you do not know what to expect (even if you do you could be wrong), identify as many possible scenarios that could come up and what you would say in those situations.

Be sure to include a list of possible questions you would ask Tim and/or Samuel

Answer rating: 100% (QA)

Meeting Together or Separately In this scenario considering the potential sensitivity of the issue and to foster open communication it might be advisa... View the full answer