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Alice has been employed as a hospital admitting representative for six years

Imagine that Alice has been employed as a hospital admitting representative for six years. She has consistently received good performance evaluations. However, over the course of the past three months, her manager has received complaints from patients that she has been rude and unprofessional. Her manager has told HR that she should be fired immediately. What would be your first action upon receiving this request?

Full Answer Section

Consulting with HR: Involving HR to review company policies and procedures related to disciplinary action and performance improvement plans.

Possible Courses of Action: Based on the findings of the investigation, several actions may be considered:

Progressive Discipline: If Alice's behavior is deemed correctable, a progressive disciplinary process could be implemented, starting with a verbal warning and escalating to written warnings and suspension if necessary.
Performance Improvement Plan: Developing a personalized plan to address specific performance issues and provide support and training.
Counseling or Coaching: Offering counseling or coaching services to help Alice improve her interpersonal skills and professional behavior.
Termination: If the investigation reveals serious misconduct or a pattern of unacceptable behavior, termination may be the appropriate course of action.

It's important to approach this situation with empathy and a focus on finding a solution that is fair to both the employee and the organization. By conducting a thorough investigation and considering all options, we can make an informed decision that aligns with company policies and ethical principles.

Sample Answer

Assessing the Situation: A Cautious Approach

Initial Action:

Upon receiving the request to terminate Alice, my first action would be to conduct a thorough investigation. This would involve:

Reviewing Performance Records: Examining Alice's past performance evaluations to assess her historical performance and any potential changes in behavior.
Interviewing the Manager: Discussing the specific complaints received from patients, including details about the incidents and the impact on patient satisfaction.
Speaking with Alice: Having a private conversation with Alice to address the concerns raised by the manager. This would provide an opportunity to understand her perspective, address any issues, and offer support or corrective action.