DEVELOPING CRITICAL THINKING SKILLS PROBLEM SOLVING ON THE JOB Directions Enter your response after each situation Working for multiple managers You work for eight managers You make appointments for all of them and record their appointments in separate appointment books Today as you were checking your calendar, you discovered that Mr Yates had requested an appointment with Mrs Roberts at 10 30 a m Wednesday You had entered the appointment in Mr Robbins's appointment calendar by mistake Mrs Roberts has another appointment at 10 30 a m Wednesday, and she will not be in the office on Wednesday afternoon What should you do Managing a difficult visitor Recently Mrs Garson has made three appointments with your manager, Mr Stoney Each time she has canceled the appointment the day beforeonce because she was ill, another time because of bad weather, and the last time because she was too busy to keep the appointment The last time she canceled the appointment, Mr Stoney said emphatically, Do not grant her another appointment This morning Mrs Garson called requesting another appointment You told her Mr Stoney could not work in another appointment this week and he would be out of town next week Mrs Garson is furious and insists on talking with Mr Stoney What should you do What will you say to Mrs Garson Keeping confidential information confidential Your manager, Mr Harper, had a serious heart attack in his office late Tuesday afternoon Today you are canceling his appointments for Wednesday, Thursday, and Friday of this week You are explaining that the appointments will be rescheduled with someone else What should you ask to find out about the urgency of each appointment How much information should you give about Mr Harper's illness What can you say 4 Schedule various visitors What would you do in each case if each of the following visitors did not have an appointment (a) your manager's superior, (b) your manager's spouse, (c) your manager's former college roommate who is visiting from out of town, (d) a salesperson with whom your manager wants to keep in touch but cannot see on the day the salesperson calls, (e) a salesperson representing a product your manager does not need and would have no occasion to purchase, (f) a prospective client

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DEVELOPING CRITICAL THINKING SKILLS:

PROBLEM SOLVING ON THE JOB

Directions Enter your response after each situation.

Working for multiple managers. You work for eight managers. You make appointments for all of them and record their appointments in separate appointment books. Today as you were checking your calendar, you discovered that Mr.Yates had requested an appointment with Mrs. Roberts at 10:30 a.m. Wednesday. You had entered the appointment in Mr. Robbins's appointment calendar by mistake. Mrs. Roberts has another appointment at 10:30 a.m. Wednesday, and she will not be in the office on Wednesday afternoon. What should you do?

Managing a difficult visitor. Recently Mrs. Garson has made three appointments with your manager, Mr. Stoney. Each time she has canceled the appointment the day beforeonce because she was ill, another time because of bad weather, and the last time because she was too busy to keep the appointment. The last time she canceled the appointment, Mr. Stoney said emphatically, "Do not grant her another appointment!" This morning Mrs. Garson called requesting another appointment. You told her Mr. Stoney could not work in another appointment this week and he would be out of town next week. Mrs. Garson is furious and insists on talking with Mr. Stoney. What should you do? What will you say to Mrs. Garson?

Keeping confidential information confidential. Your manager, Mr. Harper, had a serious heart attack in his office late Tuesday afternoon. Today you are canceling his appointments for Wednesday, Thursday, and Friday of this week. You are explaining that the appointments will be rescheduled with someone else. What should you ask to find out about the urgency of each appointment? How much information should you give about Mr. Harper's illness? What can you say?

4. Schedule various visitors. What would you do in each case if each of the following visitors did not have an appointment: (a) your manager's superior, (b) your manager's spouse, (c) your manager's former college roommate who is visiting from out of town, (d) a salesperson with whom your manager wants to keep in touch but cannot see on the day the salesperson calls, (e) a salesperson representing a product your manager does not need and would have no occasion to purchase, (f) a prospective client?