Case Studies
Call Center Case Study
Directions:
- Read the case study below to yourself.
- Assuming the supervisor / manager in the case study is you, work with a partner to determine what actions you should take to set boundaries with Allison.
You have noticed three times in the past two weeks that Allison failed to log off the system correctly when she left work for the day. Call Center policy states that employees must log off the system completely when they leave their workstations for their lunch breaks and at the end of their shifts.
When you bring the situation to Allison's attention, she says, defensively, "I was in a hurry those nights! I was late to pick up Jason from day care. Besides, didn't you ever forget to log off? I remember you being in a big hurry to leave some nights!
What's the big deal? You're not going to write me up, are you? C'mon—I thought we were friends."
Manufacturing/Construction Case Study
Directions:
- Read the case study below to yourself.
- Assuming the supervisor / manager in the case study is you, work with a partner to determine what actions you should take to set boundaries with Brad.
You have noticed three times in the past two weeks that Brad was not wearing his hard hat on the construction site. The company's safety policy states that employees must wear their personal protective equipment at all times whenever they are on site, so each time you have asked Brad to put his hat on. This morning you notice that Brad was not wearing his dust mask.
When you bring the situation to Brad's attention, he says, defensively, "You know that I was distracted by the situation with Allison's school. Besides, I remember you forgetting your safety harness a few times!
What's the big deal? You're not going to write me up, are you? C'mon—I thought we were friends."
Peer Today, Boss Tomorrow™
Making the leap from peer to boss is never easy. In addition to dramatic change, new managers frequently struggle to balance their old coworker relationships with their new management responsibilities.
Designed to help participants make a successful transition from “coworker” to “manager” or “supervisor,” Peer Today, Boss Tomorrow presents four proven strategies that will help new supervisors navigate changing relationships and prepare for the most difficult situations they’re likely to encounter as they assume their new role.