QUESTION 1

If relevant data is collected, this could involve seeking out information that explains the cause or rationale behind Felicity’s actions.

  True

False

QUESTION 2

Suppose MedX decides to include annual performance data as part of the investigation, what is likely to be most problematic given this particular situation?

    a.   
Annual reviews may include peer feedback which makes them unusable

    b.   
Felicity has no formal performance review because she hasnt been employed at MedX long enough

    c.   
As a small company, MedX doesn’t have a reliable enough review process that can be used for investigations

    d.   
MedX’s performance reviews only have quantitative data which will provided limited value

QUESTION 3

When considering the evaluation framework for this particular case, which statement below is most accurate?

    a.   
Magnitude is low

    b.   
Frequency is medium or high

    c.   
Impact is low

    d.   
None of the above are true

QUESTION 4

What could be problematic if peer interviews are conducted as part of this investigation?

    a.   
Peer interviews are the most important piece of information but they take time to collect

    b.   
All members of the peer group may not be objective

    c.   

The team is too new to offer any valuable feedback

    d.   
All of the above

During the investigation, Sharon is asked about Felicity’s history of submitting personal progress reports. “History” refers to Felcity’s previous actions and behaviors across time.  Sharon recalls that Felicity has in fact submitted her personal progress reports and she doesn’t recall her failing to submit personal progress reports. What is most likely causing this perception?

    a.   
“Like Me” Bias

    b.   
Recency Effect

    c.   
Primacy Effect

    d.   
Priming

QUESTION 6

What information could you use to determine the “magnitude” for this employee relations situation?

    a.   
Calculate how often Felicity declined to take on additional work because of workload concerns.

    b.   
Look at the number of times Felicity failed to submit a personal progress report.

    c.   
Determine whether Felicity’s actions are lesser, greater, or on par with other Managers.

    d.   
Calculate the number of customers and investors that would be upset with an incomplete or late company-wide report.

QUESTION 7

Which of the following reflects the most accurate scoring of “Authority” for both James and Sharon?

    a.   
James and Sharon are both a 10

    b.   
Sharon is a 0 and James is a 10

    c.   
James is a 5 and Sharon is a 10

    d.   
James is a 0 and Sharon is a 10

What is the “impact” if MedX takes action? What is the impact if MedX elects to not take action? Limit your response to 6 sentences.

Using Exhibit 1, 2, or 3, identify two creative solutions for improving Felicity’s satisfaction with the role and/or engagement in the position. Limit your response to 4 sentences and be sure to cite the specific data point/ information from the case to defend your recommendation.

QUESTION 10

We have discussed mostly medium or large size companies to date, but small companies are equally exposed to a variety of employee relations situations.

What is one reason why conducting investigations in a small company is harder or more difficult?

What is one advantage or benefit of conducting investigations in a small company?

QUESTION 1

Which key performance indicator(s) most likely alerted Marcus that Leslie was underperforming? Be sure to use the information provided in the case.

    a.   
Leslies patient throughput is the lowest even though her patient satisfaction is the highest

    b.   
Leslies patient throughput is the highest but her patient satisfaction score is the lowest

    c.   
Leslies patient satisfaction score is about average

    d.   
Leslies patient satisfaction score is above the “acceptable score” and her throughput is the lowest

QUESTION 2

Which is most accurate about the channel Marcus used initially to address the performance issue?

    a.   
A text message was an effective and appropriate manner to communicate performance concerns

    b.   
A formal performance review should have been sent to Leslie before the in-person meeting

    c.   
An in-person meeting set by Marcus conveyed the appropriate urgency of the matter

    d.   
A text message was not the optimal way to convey a thoughtful message about Leslies performance

QUESTION 3

During the meeting with Marcus, Leslie appears to tune out.  What is the best explanation for Leslie’s reaction given the information provided in the case?

    a.   
Marcus provided way too much information during the discussion

    b.   
Marcus used red flags works such as lazy

    c.   

Marcus provided no data prior to the meeting to support his accusations

    d.   
None of the above

QUESTION 4

Given the information provided about the care process in the case, what is most likely contributing to Leslies poor performance?

    a.   
Leslie has patients that are more sickly and thus more difficult to work with during the registration process

    b.   
Leslie is paired with a scheduling/pre-registration team member who on average obtains less information prior to registration and/or enters the information inaccurately

    c.   
Leslie is paired with the best caseworker which means that the expectations for her processing time are higher

    d.   
Leslie works in a less desirable work environment which is having a major impact on her patient satisfaction score

Which statement below best supports the opinion that Marcus addressed the matter with poor situational timing?

    a.   
Marcus was angry and therfore not in the right emotional state to facilitate a productive performance discussion with Leslie.

    b.   
Marcus addressed Leslies performance in an environment with little to no privacy.

    c.   
Marcus should have waited several months to discuss the issue during a meeting focused on performance. An example of such a meeting is an annual performance review meeting.

    d.   
Marcus responded too quickly and did not have the necessary data to support his accusations. He therefore was not prepared for the “situation”.

QUESTION 6

Ignore the steps that were actually taken by Marcus. Given the information provided in the case, select the best response for what type of action should have occurred and the reason why.

    a.   
No action because this was Leslies first time experiencing a performance issue

    b.   
Formal action in the form of a written warning because Leslie received the lowest throughput score

    c.   
Informal action in the from of a verbal warning because this was Leslies first time experiencing a performance issue

    d.   
Formal action in the form of a written email warning because Leslie fell below the “acceptable score” for patient satisfaction

QUESTION 1

Which key performance indicator(s) most likely alerted Marcus that Leslie was underperforming? Be sure to use the information provided in the case.

    a.   
Leslies patient throughput is the lowest even though her patient satisfaction is the highest

    b.   
Leslies patient throughput is the highest but her patient satisfaction score is the lowest

    c.   
Leslies patient satisfaction score is about average

    d.   
Leslies patient satisfaction score is above the “acceptable score” and her throughput is the lowest

0.5 points 

QUESTION 2

Which is most accurate about the channel Marcus used initially to address the performance issue?

    a.   
A text message was an effective and appropriate manner to communicate performance concerns

    b.   
A formal performance review should have been sent to Leslie before the in-person meeting

    c.   
An in-person meeting set by Marcus conveyed the appropriate urgency of the matter

    d.   
A text message was not the optimal way to convey a thoughtful message about Leslies performance

0.5 points 

QUESTION 3

During the meeting with Marcus, Leslie appears to tune out.  What is the best explanation for Leslie’s reaction given the information provided in the case?

    a.   
Marcus provided way too much information during the discussion

    b.   
Marcus used red flags works such as lazy

    c.   

Marcus provided no data prior to the meeting to support his accusations

    d.   
None of the above

0.5 points 

QUESTION 4

Given the information provided about the care process in the case, what is most likely contributing to Leslies poor performance?

    a.   
Leslie has patients that are more sickly and thus more difficult to work with during the registration process

    b.   
Leslie is paired with a scheduling/pre-registration team member who on average obtains less information prior to registration and/or enters the information inaccurately

    c.   
Leslie is paired with the best caseworker which means that the expectations for her processing time are higher

    d.   
Leslie works in a less desirable work environment which is having a major impact on her patient satisfaction score

0.5 points 

QUESTION 5

Which statement below best supports the opinion that Marcus addressed the matter with poor situational timing?

    a.   
Marcus was angry and therfore not in the right emotional state to facilitate a productive performance discussion with Leslie.

    b.   
Marcus addressed Leslies performance in an environment with little to no privacy.

    c.   
Marcus should have waited several months to discuss the issue during a meeting focused on performance. An example of such a meeting is an annual performance review meeting.

    d.   
Marcus responded too quickly and did not have the necessary data to support his accusations. He therefore was not prepared for the “situation”.

0.5 points 

QUESTION 6

Ignore the steps that were actually taken by Marcus. Given the information provided in the case, select the best response for what type of action should have occurred and the reason why.

    a.   
No action because this was Leslies first time experiencing a performance issue

    b.   
Formal action in the form of a written warning because Leslie received the lowest throughput score

    c.   
Informal action in the from of a verbal warning because this was Leslies first time experiencing a performance issue

    d.   
Formal action in the form of a written email warning because Leslie fell below the “acceptable score” for patient satisfaction

0.5 points 

QUESTION 7

What would have been an acceptable indication that Leslie was listening during the conversation with Marcus?

    a.   
If Leslie recapped what she heard to Marcus

    b.   
Gestures

    c.   
Facial expressions

    d.   
All of the above

0.5 points 

QUESTION 8

Assume that patient throughput (processing time) cannot be improved; what is the next best solution to deploy that would have the biggest impact on Leslie’s patient satisfaction score? Be sure to use the information provided to you in the case.

    a.   
New policies to minimize the out of pocket expenditure

    b.   
Training to improve staff friendliness and customer service

    c.   
Improvements to the work environment

    d.   
None of the above

QUESTION 9

Using Exhibit 1 and 2, provide one example of something that may be affected if Leslies underperformance continues. Be sure to support your assumption using the case content specifically from Exhibit 1 and 2. Limit your response to 6 sentences.

QUESTION 10

Brainstorm one position or circumstance solution for this employee relations matter. Explain your rationale and limit your response to 4 sentences.