June 2012
Beginner
240 pages
7h 38m
English
Content preview from The Management Training Tool Kit
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American Management Association / www.amanet.org
Case 16: Kathy’s Temper
Case Discussion:
Kathy’s Temper
Summary
As supervisor of the Accounts Servicing Unit, Gene Jenkins, manages four account service repre-
sentatives. The reps must deal with both customers and employees frequently in a very tactful manner.
One rep, Kathy Showers, is very adept at her work. However, she appears to be going through
a particularly diffi cult period with her boyfriend. As a result, she is often curt and abrupt, at times
acting outright rude to others. Sometimes, she blows up in anger, shouting and swearing at whomever
is nearby. She also talks to her boyfriend quite a bit on the phone. These conversa tions often end with
her crying.
The tension in the offi ce has ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.