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Scenario D
Read the following information and respond accordingly.
To: Operations Manager
From: Janet Asman
Subject: Rude Behaviour
Hello, I just wanted to alert you to a problem I had with one of our suppliers this afternoon. It has to do with Andrew’s Printing, a company we have been dealing with for five years. I was speaking to someone in shipping there about an order that we hadn’t received yet. He became quite abusive towards me and accused me of trying to get an extra shipment for free. I told him at this time I would double check with our receiving department and get back to him.
When I went down to the receiving department, it turns out that the delivery had just been dropped off that afternoon. It was three days late, and I don’t think it was inappropriate to contact them, as we were unable to continue on our project until we received the shipment. I haven’t called Andrew’s Printing back, as I am still very upset with how rudely I was treated and felt it was something that might be better handled by a manager. I know there are several more projects being worked on by Andrew’s for us at the moment. Please send me a memo letting me know how if you want me to respond, of how you want this issue handled.
Other Information
There have been several complaints about late shipments from Andrew’s Printing in the last couple of months. On more than one occasion, it has been brought to your attention that some of the staff from Andrew’s has been abrupt or rude. Although you have been dealing with Andrew’s Printing for five years, there are a number of companies that can provide the same service in the area. When you contact Andrew’s Printing regarding Janet’s complaint you are told that they will look into it, but you feel brushed off and not told that you will be followed up with.
Answer Key
To: Janet Asman
From: Operations Manager
Subject: Rude Behaviour
Janet, you are not the first person to express concerns about Andrew’s Printing over the last couple of months. I understand your concerns about both the late deliveries and the rude behaviour, and I want you to know that you are not the only one who has expressed the same concerns. This is completely unacceptable to our organization and we will not tolerate our employees being treated rudely or being prevented from working due to late deliveries.
I looked into the problem and personally spoke with their manager this afternoon. I was not happy with the response that I received and will be contacting other local suppliers to see arrange a new relationship for our orders. In the meantime, if you have to speak with anyone from Andrew’s, please make a log and report any further issues to me. I will keep on top of the situation, and shortly we will no longer be dealing with the organization.
If you have any questions, please do not hesitate to contact me directly.
Operations Manager
Competencies to Consider
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Initiative: It is important to take steps based on the information you received (contacting the supplier, exploring a new relationship). Assertiveness: In this situation, you have attempted to address the problem with the supplier, but were unsuccessful. This would be a good opportunity to demonstrate assertiveness and find a new supplier. Developing Others: By providing guidance on how to deal with individuals from Andrew's Printing in the future, your staff will feel more at ease and better equipped to handle a future situation without becoming upset. Organizational Awareness: It is important to take steps if you feel that individuals in your organization are being treated unfairly or rudely. If you didn't act, then company morale would suffer. These are just some of the competencies that could be addressed in your answer. |