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?