Introduction to Human Resource Management (HR120)

7.1 Managing Employees' Performance (LO7)

Answer the questions then submit to the appropriate Dropbox.

1.What are Carrie's developmental needs? (3 marks)

2.What are Carrie's universal training needs? (3 marks)

3.What do you recommend that Michelle Pettigrew do to improve Carrie's interpersonal relationships in the office? (3 marks)

4.What is your evaluation of Michelle's approach to dealing with Carrie so far? (3 marks)

AN INTERPERSONAL RELATIONS CASE PROBLEM

Can Claims Examiner Carrie be Helped?

Carrie Donahue is one of five claims examiners in a regional office of a large casualty and property insurance company.The branch is still thriving despite the insurer's success at selling many policies online.A centralized office conducts billing.The sales group not only sells policies but also services already existing businesses (for example, consulting with managers and business owners about upgrading their policies).The sales representatives also answer questions about policies, such as whether the policy owner is covered against a terrorist attack.

Carrie works with four other examiners, as well as her supervisor, Michelle Pettigrew.The essential job of the claims examiner is to visit the site of a client with a demand for reimbursement for damages, such as a fire, flood, or industrial accident.The claims examiner then files a report with a recommendation for payment that is reviewed by the examiner's supervisor.In addition, the home office reviews estimated payments beyond $15,000.Carrie has held her position for five years.She has received satisfactory performance evaluations, particularly for the accuracy and promptness of her insurance claim reports.

Carrie has frequent negative interactions with her co-workers who resent many of her suggestions and criticisms.Jim, a senior claims analyst, says his nickname for Carrie is "Ms. Pit Bull", although he has not shared this nickname with her.Asked why he refers to Carrie as a pit bull, he replied, "It's not that Carrie physically attacks people. It's that she's so negative about so many things.I'll give you two recent examples."

"Carrie asked me to show her a sample claims report for mud damage.I e-mailed her a report.Two days later she sent me back the report, underlining six words or phrases she said were wrong.She didn't even thank me for the report."

"Then, on another occasion, I had a two-day trip to inspect a building damaged by a runaway truck.When I returned to the office, Carrie asked my why it took me two days to investigate a simple claim."

Sharon, junior claims examiner, says that at her best Carrie is a charming co-worker.Yet at her worst, she grates on people's nerves."Here's what I'm talking about.Last week I came to work wearing a blue skirt and a red blouse on the day the vice president of claims was coming to visit our office.Carrie tells me that a person should never wear a red-and-blue combination for a special event.Not only is Carrie critical; her criticisms are sometimes way off base."

"Another time she told me that I should not waste my time studying for advanced certification in claims.She said that no manager in the company really cares about certification.Either you can do job or you can't."

A human resource specialist from the home office asked Michelle Pettifogger how she was handling Carrie's personality clashes with co-workers, as well as her own personal interactions with her.Michelle said that she was mildly concerned about Carrie's personality problems but that Carrie was still getting her work done.Yet Michelle did mention that several clients indicated that Carrie surprised them with some of her criticisms of their operation.She told one tool-and-die shop owner that a well-managed firm never has a serious accident.That was the company's first claim in 50 years of being insured by us.

"When she's snippy with me, I just shrug it off unless it gets too personal.Then I tell Carrie that she's gone too far.Like a week ago she told me that I don't do good job of getting enough resources for our branch, and that if I were a strong branch manager, we would have our offices refurbished by now.I told Carrie our conversation was over."

The human resources director said to Michelle, "I think you and I should talk about effective ways of dealing with Carrie and her problems."

1. What are Carrie's developmental needs? (3 marks)
2. What are Carrie's universal training needs? (3 marks)
3. What do you recommend that Michelle Pettigrew do to improve Carrie's interpersonal relationships in the office? (3 marks)
4. What is your evaluation of Michelle's approach to dealing with Carrie so far? (3 marks)