Reference no: EM132189842

Read the following: The employee An employee works in the customer service department for the large insurance company We Care Insurance. Their job is to answer the telephones and to handle all customer questions. The employee can deal with simple calls, but others have to be passed on to the specialists. He is also expected to respond to customers based on the topics that were discussed. He works in a team of five, reporting to the supervisor. He gets along well with the other team members and they sometimes they go out for drinks. The employee has worked for the company for a few years and is starting to lose interest in the job. He knows he’s is typically good with the customers and passes on questions to other departments politely. He knows he has been making more mistakes lately. The secretary has jokes around about the mistakes being made, and the representative has promised he will try to improve. There is no issue in the way he answers the phone, at least no one has mentioned that there are issues, and is not aware of any customer complaints. It is performance appraisal interview time, and the employee is feeling apprehensive. The supervisor has been so busy lately that he has had little opportunity to communicate with him. The employee is not sure how aware he is of the mistakes she has been making; with luck, they could have escaped his attention. However, he will definitely discuss the times when he has had to question some of the information the employee has sent out to customers. Still, he believes he is better than the others in the team, so the employee is confident that these small mistakes will not be talked about. The supervisor The supervisor supervises the team of four in the customer service department. He is about to conduct the appraisal interview with the employee discussed above. The employees’ work has been impressive over the time he has been working with the company. He has been a role model of have customer service should be. However, within the past few months, some of the employee has been slipping, taking longer breaks, the standard of letter writing has dropped, and does not have the same enthusiasm as he once did. On a few occasions within the past month, the employee took longer than the one hour allowed for lunch. The supervisor cannot remember the days when this occurred, although he does recall it bothering the other employees. Of these occasions, The employee knew The Supervisor was not happy by the look he gave, and how he treated him throughout those days. He had been meaning to speak to the employee about the fall in performance. Time has been so tight that he has not spoken to the employee, and he knows it will be a problem for the appraisal The Secretary has complained to the supervisor about the employee. In addition to this, the supervisor has had to take calls from customers who have needed to have the information in letters they have received from the employee confirmed. The tone of the employee has also been a reoccurring issue when he speaks to customers. Read the scenario above, answer the following questions. Consider each person’s position, their perceptions and where communication was missed. Consider how these interactions or lack of interactions/feedback will impact the performance appraisal meeting. 1. What is the employee’s idea of his performance? How did he come to this conclusion? 2. What is the supervisors’ idea of the employee’s performance? How did he come to this conclusion? 3. How were the critical issues raised by both the employee and the supervisor prior to their meeting? 4. How successful do you believe supervisor would be in rating the employee low in his performance? Why? 5. If you were the employee, do you believe that performance concerns addressed (from your perspective), for the first time would motivate you to improve your performance? Why or why not? 6. Looking back on the previous lesson, what is one important area the supervisor could address in the performance meeting that may motivate the employee to improve?