what would you do if?

What Would You Do If? You are the customer support manager for a small software manufacturer. The newest addition to your 10-person team is Sofia, a recent college graduate. She is a little overwhelmed by the volume of calls but is learning quickly and doing her best to keep up. Today, as you performed your monthly review of employee email, you were surprised to see that Sofia has received several messages from employment agencies. One message says, "Sofia, I'm sorry you don't like your new job. We have lots of opportunities that I think would much better match your interests. Please call me, and let's talk further." You're shocked and alarmed. You had no idea she was unhappy, and your team desperately needs her help to handle the onslaught of calls generated by the newest release of software. If you're going to lose her, you'll need to find a replacement quickly. You know that Sofia did not intend for you to see the email, but you can't ignore what you saw. Should you confront Sofia and demand to know her intentions? Should you avoid any confrontation and simply begin seeking her replacement? Could you be misinterpreting the email? What should you do? Use the Five-steps decision-Making process in chapter 1 (Figure 1-4) to analyse the previous situation. Identify and Evaluate a minimum of three alternatives. Gather and analyze facts. Develop problem statement Make no assumptions. Identify stakeholders affected by the decision. Identify alternatives nvolve others, including stakeholders, in brainstorming. What laws, guidelines, policies, and principles apply? Evaluate and choose alternative What is the impact on you, your organization, and other stakeholders? Evaluate alternatives based on multiple criteria. Implement decision Develop and execute an implementation plan. Provide leadership to overcome resistance to change. Evaluate results Evaluate results against selected success criteria. Were there any unintended consequences? No Success? Yes Finished FIGURE 1-4 Decision-making process Source Line: Course Technology/Cengage Learning