The scenario is.......... The tardy operators. You are the department manager and your three switchboard operators are late on a regular basis and the switchboard is the only way to reach calls, so this creates major problems. After they are addressed and you as the manager cracks down they then starts to be on time for a while but then go back to being late again and slip back into old patterns. Keep in mind you do not want to let these operators go. How would you advise the manager on redefining the problem in a creative way in order to meet the needs of the department and the employees needs?

• The chosen scenario and the target behavior
• Appropriate behavior-shaping techniques for this behavior and how, as a manager, you would apply them?