Question

Human Relations Case Study—Katie

Katie prided herself on treating everyone the same and behaving the same way no matter where she was or who was around her. When she began working on her first job

as an assistant claims processor for a large insurance company, Katie kept her breezy

manner in the office. She called everyone by his or her first name, or by a nickname if

she thought of a cute one. Her pet name for Salvatore, an elderly policyholder, was

Senile Sal. She did not mean any harm; she just thought it was funny.

Katie liked to use coarse language that shocked people. Her friends had always thought

this was funny and "with it." She assumed that people in the office would think so too.

Before Kate's probationary period was up, Mildred Foster, the manager, warned her

about her behavior and language in the office. Ms. Foster also warned Katie about not

showing respect for others.

"I really don't know what you're talking about, Millie," Katie said. "I treat everyone the

same as I treat my best friends. What's wrong with that? And I don't talk any differently

here than I do elsewhere."

Analysis

1. What is the real problem?

2. What solutions to this problem can you think of?

Answer 1

The ultimate problem here is the organizational behaviour. Katie treats everyone like the way she behaves with her friends which lacks any professional decorum. However, she uses to call everyone by their first name instead of their surname with a salutation like Mr Ms or Mrs It strongly opposes the ethical organizational behaviour. The behavioural issue is a significant problem.

Most possible solutions can be as follows:

· All the employees who are in the probationary period must be taught about the importance of maintaining organizational behaviour within the office premises

· Katie can be convinced personally to maintain professionalism in the office instead of taking things personally

· Katie must be informed about the rules and regulations of the organization during her training period