Reference no: EM133181901
Joe recently had a heated argument with Tina Tumultuous that ended badly. Tina accused Joe of treating her unfairly when he disciplined her for her offensive and rude interactions with customers. At the time, Tina had just returned from a three-day suspension for such conduct. After Tina threatened to file a lawsuit, Joe yelled at her and told her to get out of his office. Feeling badly about this, Joe again asked Tina into his office and apologized for being angry and frustrated with her. Tina accepted the apology. Joe then invited Tina to discuss the situation with him in a calmer manner.
To have a successful encounter this time, Joe must engage in the appropriate communication responses.
Tina shares that she has recently divorced and is having problems with her older son, who is experiencing legal trouble. Though she has not shared these personal concerns before, she wants Joe to understand what these personal issues are, which are affecting her ability to perform her job.
Despite Tina's personal struggles, Joe needs to reinforce that Tina's behavior with customers is unacceptable. He wants her to understand that the three-day suspension was justified because her inappropriate behaviors with customers continue to occur and, if anything, appear to be getting worse.
Tina tries to explain why she has behaved the way she has of late.
Based on what you have learned in these chapters, how should Joe respond?
Consider the questions as you write your response.
- What is the appropriate response or responses on the communication continuum that Joe should engage?
- What might Joe say or what actions might he take to demonstrate this response communication?