VOLUNTARY ASSIGNMENT POTENTIAL 10 MARKS Case Study- Scenario 1 You hired two new employees at your hotel to work the front desk on the same shift. One of the employees is a great worker with good work ethic and is always being polite to the managers and customers. The other individual - not so much! She tends to slack off (lazy) and leaves others to pick up her work while they still must complete their own. You have witnessed the two employees having "heated" conversations and you can feel that the energy has changed to a negative feeling in the office. You need to meet with them both and attempt to resolve the conflict that is arising. Part A - What Powerful Questions will you ask during you meeting with them both? Powerful Question #1 Powerful Question #2 Powerful Question #3 Part B - Plan out your discussion using the Interaction Essentials with what you will say during the meeting. Open by identifying the opportunity or improvement area. > Describe purpose of discussion and identify importance Clarify the situation and the effects on others. > Seek issues and concerns Develop ideas for the opportunity or improvement area. > Seek and discuss ideas Agree on a plan of action. > Be clear on the actions Close by summarizing and expressing confidence. > Highlight important features of the plan > Confirm confidence ad commitment Case Study-Scenario 2