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Joe recently had a heated argument with Tina Tumultuous that ended badly. Tina accused Joe of treating her unfairly when he disciplined her for her offensive and rude interactions with customers. At the time, Tina had just returned from a three-day suspension for such conduct. After Tina threatened to file a lawsuit, Joe yelled at her and told her to get out of his office. Feeling badly about this, Joe again asked Tina into his office and apologized for being angry and frustrated with her. Tina accepted the apology. Joe then invited Tina to discuss the situation with him in a calmer manner. To have a successful encounter this time, Joe must engage in the appropriate communication responses.

Case Questions For each of the situations that follow, answer these two questions: 1. What is the appropriate response (or responses) on the communication continua that Joe should engage? 2. What might Joe say or what actions might he take to use the response you selected on the continua?

Situation #1: Tina shares that she has recently divorced and is having problems with her older son, who is experiencing legal trouble. Though she has not shared these personal concerns before, she wants Joe to understand what these personal issues are, which are affecting her ability to perform her job. Response (or responses) on the continua: Joe might say or do the following

Situation #2: Despite Tina’s personal struggles, Joe needs to reinforce that Tina’s behavior with customers is unaccept- able. He wants her to understand that the three-day suspension was justified because her inappropriate behaviors with customers continue to occur and, if anything, appear to be getting worse. Response (or responses) on the continua: Joe might say or do the following:

Situation #3: Tina tries to explain why she has behaved the way she has lately. Response (or responses) on the continua: Joe might say or do the following: Situation #4: Tina requests that the recent disciplinary action be removed from her personnel file. Joe must tell her that he cannot do this and why. Response (or responses) on the continua: Joe might say or do the following: Situation #5: Tina asks Joe about ways that she can perform her job better. She asks for specific performance deficits and how these deficits may be overcome. Response (or responses) on the continua: Joe might say or do the following: