• Did the supervisor do a good job of applying the techniques selected? What did the supervisor do well? What could the supervisor have done better?

Chris Johnson has been a teller in the main branch of a bank for five years. Lately, Chris has been making a lot of mistakes. Chris often counts out money wrong and has had to redo many receipts that contain errors. Customers have begun complaining about the mistakes Chris makes and the detached, distracted manner in which Chris provides service. But at Chris’s most recent performance appraisal, just two months ago, Chris’s overall rating was excellent, leading to a generous wage increase. Chris’s supervisor, Pat Smith, must decide how to respond to the decline in Chris’s performance.