Question

Karen Ray joined the Big Bank of Big D’s Loan Department five years ago. She has maintained satisfactory performance, but she is absent due to illness fairly frequently and is often late coming in to the office in the mornings and after lunch. As a result, her team has to pitch in for her and other team members are starting to show some resentment.

Her manager, Chris Martinez is faced with a challenge. He would love to find a way to improve her attendance and productivity. One Friday afternoon, he calls her into his office and confronts her.

Let’s listen in:

Chris says in front of Karen’s co-worker, Tom, as they walk by Chris’s office after a break:

“Karen, could I have a word with you?”

Karen (looking puzzled):

“Sure. What do you want to talk to me about?”

Chris:

“I would like to talk to about your attendance record.”

Just the look of Karen’s face is enough to show she is in emotional pain. She walks into Chris’ office and closes the door.

Chris:

“Your poor attendance and tardiness is causing a problem. Your team members are picking up the slack for you and they are getting tired of it.”

Karen:

“I can’t help it if I am sick a lot! And my car has been in the shop lately, so I have had to ride in with my husband, and he is often late getting started in the morning.”

Chris:

“Do what you have to do to improve the situation, or there will be problems down the road.”

Karen (Defensively):

“Okay, I will. Bye.”

Points to Ponder:

• If you were Chris, what would you say to Karen? Would it be the same as above or different?

• If you were Karen, how would you feel?

• How is Chris’ attitude keeping him from being a more effective manager?

• How is Karen’s attitude keeping her from being a more productive employee?

• What part does communications play in both Karen’s and Chris’ performance and attitudes?

• How could training in communications help Karen?

• How could training in communications help Chris to coach Karen more effectively?

Answer 1

• If I was Chris I would have listened the problem of Karen but would have said that rules are rules and no excuses will be listened in case of late coming and illness. Because if she would behave like this then other members will also gave similar type of excuses and this will hamper productivity.My approach as a manager would have been different. I would have suggested her ways to improve the situation. I would have acted diplomatically and have highlighted that just because of late coming and illness I don't want that a good performer like Karen should suffer.
• As Karen initially i may feel bit bad, but on deeper thought I will be happy that my performance is considered satisfactory.Yes, late coming and illness will definitely hinder my promotion prospects . So, I would have definitely considered these two points very seriously.
• Chris has to be bit clear cut and also friendly in his approach. He should have highlighted both sides of coin.He should have appreciated her for her good performance and at the same time should have also discussed about the problematic issues, but in a polite and diplomatic way. Instead of saying just that do " whatever you can do to improve or there can be problems". He could have highlighted the consequences of such issues. He could have said that once in a while this can be accepted but it should not become a regular affair.He should have suggested her for proper health checkup and for late coming some alternative way can be opted like use of personal vehicle and if that is out of budget then use of public transport.Still if that is a problem then Karen can get her shift timings changed only if this does not affect the business.
• Productivity is not measured only in terms of performance and achievement of targets.It also includes punctuality, being fit and healthy to work and other factors like relations with co workers and following proper code of conduct.Karen was good in work but was lacking in other areas which require improvement.
• Communication plays important part in both Karen and Chris performance and attitudes.It is only through effective communication that differences between manager and employee are sorted out. Through communication problem is discussed and effective solution is reached out.Karen's shortcomings have to be informed to her by her manager so that she can improve herself. Similarly, Chris can be easily approached by the employees and they can suggest him ways to improve his style of work and also about the problems they are facing.
• Training in communication include skills like listening, interacting, negotiation, assertiveness, speaking, influencing and how to behave calmly in time of conflict. Karen can discuss her problem effectively with her co workers and she can assure them that she is working on a possible solution for the same. Till then she requests cooperation from them
• Chris also require some training in communication. He should be more employee friendly but not at the cost of hampering productivity. He should listen and understand the problems of his employees but not at the cost of performance. He can coach her on skills like interacting with co workers, being punctual and also keeping personal problems away from professional problems. He can tell her how all these issues may adversely affect her promotion prospects and even in long run job loss also.