Case Study 2
Ariana Stanford is responsible for housekeeping for the entire facility. She and her two part-time staff get through a tremendous volume of work, and she prides herself on a high level of cleanliness throughout the building. She is always cheerful and ready to stop and help others. Every time you pass her in the hall, you tell yourself you should stop and tell her she is one of the reasons the facility has such a good reputation for quality. But you are always late for a meeting when you run into her, and the moment passes. Over the last two weeks she has been looking a little worn, and the level of cleanliness has dropped noticeably. What do you need to do?
- “Your positive attitude is a great influence on everyone!”
- “I’ve noticed that the rooms you maintain seem to be better than everyone’s. Keep up the good work!”
- “You seem distracted lately and it’s affecting your work. Is there anything you want to talk about?”
- “I’ve been meaning to tell you that you’re responsible for our facility’s great reputation. However, I’ve noticed that lately your work hasn’t been up to par lately. What can we do to resolve this?”
- “Why have you been so cranky lately?”
- “You’d better pick up the slack or we’ll fire you.”
- “Why can’t you do anything right?”