Anna works in customer service in its organization. Customer service reps not individual offices and in an open space. This allows them to cooperate in order to better support customers. The group consists of five customer service personnel, all of which have been with the company five years almost everyone uses headphones on their conversations, he keeps quiet in their workplace and change answer incoming customer service calls (which are directed to open telephone lines.) However, one of the five customer service reps, Janet, who has one year tenure with the group, has been a consistent problem. This is the story of Anne, (which is similar to the history of other people in the Group):
When Janet from the group she was with the orientation about how to group work. Include processes and procedures, rules of conduct in the workplace and as support and interact with each other. She had two weeks training, which included information from the shadows of others.
The group is closeknit and supports each other. Sometimes someone has to be from their desk with limited communication and others to pick up the slack. Coordinate lunches and other divisions. They restrict personal calls to break or lunch, so incoming calls are fairly distributed. They are sensitive to the fact that they are in close quarters and make efforts to reduce noise in the workplace by not playing a Radio too loud or too loud to talk with co-workers.
Janet, however, is a different story. It is often the personal interview. On one day in particular, spent nearly two hours talking with friends about the plans for the coming weekend. On that day another co-worker badly and that left three others to handle all incoming calls from Janet in the line was tied during this period of time. She has a break and goes to lunch without regard to others and often returns late. When colleagues asked for her help, she even refused to grant them.
Group finds it upsetting and you don't want to confront her because they are afraid that it will get worse. There was only one time, when he asked a co-worker, that Janet what was up and why not she will help others if necessary. Janet is the answer was that she was not interested in "is a member of the band" and "wanted to be left alone."
Anna, speaking on behalf of the other, walked to their immediate supervisor, Samuel, for help. Samuel told her that the groups you should try to work it out among themselves, felt that if he got involved, it seems that they complained and it may worsen the situation. However, the Group felt that the responsibility of the Manager to correct the situation.
Left, Anna, Samuel considers his options. I've never had to deal with such a problem before. He was working with the group for a while now and were getting along. His boss, in fact, has always been commenting in the meetings of the supervisory team that Samuel was one of the best teams in the region-it worked smoothly and consistently got high marks from customers.
Question: what would you do if you were Samuel?
Stay tuned for part II, where we learn what Samuel took to resolve the situation.
Logging in ...
In part I of the mini case study, we learned about this situation with Janet and Anne's request, on behalf of the team, that the Inspector, Samuel, to intervene. When we left the story, Samuel was considering how it would like to approach the situation.