2.5 Case Study: Runners Relay Ltd.
Throughout this text, you will see an emphasis placed on the preparation work that a Human Resources professional needs to do to deal with workplace conflict and problem-solving. As described in Chapter 1, roleplaying and script writing provides an excellent opportunity to practice your skills before meeting with employees to discuss performance issues in the workplace.
The Scenario: An Empathetic Approach
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Aldona Jablonski (They/Them): Production Associate, Afternoon Shift
Alejandro Rodrigez (He/Him): Supervisor, Afternoon Shift
The Scenario:
Aldona has recently had performance issues, including poor quality of the running shoes she produces. These quality issues are impacting everyone on the afternoon shift. Aldona is becoming frustrated and getting into verbal arguments with her co-workers daily.
Alejandro Rodrigez is Aldona’s supervisor. Alejandro has production associates on the afternoon shift complaining about Aldona’s constant disagreements and angry outbursts.
Employee Observations:
“If Aldona yells at me one more time for pointing out the quality of her work, I will speak with HR.”
“I wish Aldona would phone in sick; that way, we wouldn’t have to deal with the drama on the afternoon shift.”
The First Conversation:
Alejandro meets with Aldona to resolve the constant conflict with their co-workers.
Alejandro: (in front of everyone) Aldona. Come over here!
Aldona: (shocked) Are you speaking to me?
Alejandro: Ya, come over here right now!
Aldona: I’m coming.
Alejandro: Take a seat in my office; we need to talk.
Aldona: (sits down) What are you so upset about?
Alejandro: Me? I’m upset with you!
Aldona: What did I do to make you so mad?
Alejandro: Are you serious? Your performance, your quality, your outbursts. Where do I begin?
Aldona: Give me a break. I am going through a lot right now. I thought you would care.
Alejandro: I have no idea what you are going through right now, and I don’t have time to worry about what every team member is going through. We are going to make quality running shoes—nothing more, nothing less. Do you understand me?
Aldona: (with their head down) Yes, I understand.
Alejandro: Good. This is what you are going to do. I want you to apologize to each of your co-workers for your outbursts. Then, I want you to focus on your work and make no mistakes. Can you do that?
Aldona: (stands to walk out of the office) I will do my best
The Exercise
Discuss – the ways Alejandro demonstrated empathy in his conversation with Aldona.
Create – an action plan and discussion topics to review with Alejandro before he meets with Aldona again to address Aldona’s performance issues and outbursts at work.
Coaching Notes:
When meeting with Alejandro, you will remind him of the following:
- Let Aldona know that you recognize these performance issues and outbursts are recent.
- Ask if there is anything that you can help the employee with.
- If you discover there is a stressor, demonstrate empathy.
- Don’t forget to offer the employee our free and confidential counselling services provided by our Employee Assistance Program (EAP) provider.
- Ask how you can support the individual.
- End with an agreement to follow up on your conversation.
The Recommended Conversation:
Alejandro decides to meet with Aldona again to address his approach to the first conversation and resolve Aldona’s performance and conflict issues.
Alejandro: (walks up to Aldona) Hi, Aldona. Um, I was wondering if we could meet in my office?
Aldona: Sure, do you want me to visit your office now?
Alejandro: Yes, finish your work, then join me in my office.
Aldona: Sounds good. I will see you shortly.
Aldona: (arrives at Alejandro’s office) Hi, Alejandro. Can I come in and sit down?
Alejandro: Yes, thanks for joining me.
Aldona: (sits down) Are you still angry at me?
Alejandro: No. Um, I want to start by apologizing for my abruptness in our first meeting. I want to talk about your performance. It isn’t like you to have performance issues, quality problems, or argue with your co-workers. Is there anything going on that I can help you with?
Aldona: Oh boy. I didn’t want to admit this to anyone, but I am struggling with the recent death of my mom as I was her caretaker. I’m just lost without her.
Alejandro: Oh, Aldona. I am so sorry for your loss. How long have you been a caretaker for your mom?
Aldona: She was pretty sick when she moved in with me a year ago. I have been doing everything for her, and now I am feeling so low. Lately, it has been hard to concentrate on my work. I am tired of my co-workers questioning my work, so I yell at them, and that seems to keep them away from me.
Alejandro: I didn’t realize you were your mom’s caretaker. That must have been demanding work but extremely rewarding as well. Now I understand why work has been difficult for you. I am so glad you shared this with me. I want you to know that we have a complimentary Employee Assistance Program that provides confidential counselling services and support. Um, here is the information (passes Aldona an EAP brochure).
Aldona: (Looking at the brochure) I appreciate this, Alejandro. I didn’t realize we had this kind of help available. I am going to make an appointment.
Alejandro: How else can I support you during this troubling time?
Aldona: This talk means everything. I never realized my performance and interactions had gotten out of hand. I can see that I was masking my sadness with anger to keep everyone away. I like my co-workers on the afternoon shift; they are great people. And I like my job; it keeps my mind off my recent loss. I will apologize to my co-workers for my outbursts and focus on making quality running shoes. Instead of yelling at people, I will ask for help when needed.
Alejandro: Well, thank you for your honesty. I will follow up with you next week to see how you are doing ok?
Aldona: That sounds fair. Thanks for the talk today.
The Exercise:
