Response to each separately:

Response 1- MCL:

I would be sure to record all examples of inappropriate attitudes at the workplace; this would include colleagues, physicians, and patient complaints made in the past few weeks. I would then schedule a private meeting with Jennifer to explain how her attitude is having a negative effect on her colleagues, the physicians, and most importantly, our patients. I'd be sure to listen to Jennifer and make sure she feels that she has a voice. This may reveal the root cause of her bad attitude, which could be something I can help with. Following our discussion, I would develop an action plan and make it clear what specific behavior changes I expect to see. I would set up a timeline and be sure to do weekly follow-up meetings to monitor progress. If there is no improvement in the appropriate time frame, then talks of termination will be made. One's attitude, directly and indirectly, affects the needs of the department and its customers and should be addressed accordingly and taken seriously.

Response 2 KB:

1. How would you help the employee with this problem?

Since I have tried last week to speak with Jennifer, and she wasn't forthcoming. I would have a counseling session with Jennifer to let her know that I believe that there is a problem based on the complaints that have been receiving. During this meeting I would let her know that her performance has deteriorated, which is unlike her. I would recommend that she utilize them our company employee assistance program that she could possibly benefit from. I will let her know that this meeting will be documented.

2. Would you need to provide any disciplinary action? If so, what? If not, why?

All disciplinary actions will be reserved. Jennifer's performance after her participation in the employee assistance program will determine if any disciplinary actions will be taken.

3. What are the needs of the department and its customers?

Jennifers behavior is unprofessional. As the receptionist she is task with making the first impression for the company. The need of the department is to provide a friendly customer atmosphere for its patients and clients. By not providing professional and courteous customer service the company might start losing patients, lose revenue and get a bad reputation.