Grace Reed Case Study

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Grace Reed was a call handler and worked at the County Medical Society Answering Service. Her job was to answer calls and communicate with patients and their doctors. She had been worked here for 18 months and developed excellent call handling skill, communication skill, training skill and as well as know how to schedule workers. When Grace was first hired, she had a very experienced trainer to train her and teach her the skill of handling calls. Grace was good at handling calls and most of the time she was able to handle extremely difficult calls. When suicide calls came in or calls that doctors didn’t want to talk, Grace was the person asked to handle them. Usually people only took 60 to 70 calls per day, but Grace was able to assist 100 to 120 incoming lines. She also helped others to handle calls and solve their problems; therefore, she had …show more content…

Now she faced a problem to convince her friends to take her seriously as their boss. Her friends didn’t pay attention to her instructions and didn’t listen to her either. They frequently treated her schedules as a joke and assumed she would understand all their personal implications because she was their best friend. Grace had no power to order her friends to follow her instructions. Since she had been in this new position, she only had the call handlers to switch shift, leave early, or arrive late and couldn’t cut their hours, make them work overtime, and shorten their breaks, and so on. If she insisted her friends to follow her new methods, her friends would unwilling to cooperate with her and they usually got into fights. Grace realized she had lost her friends and she couldn’t complain her situation to anyone. ( she had no one to complain about her situation) As a result, now morale was low and productivity was falling. Grace knew she need to try something new to improve the performance and at the same time regain their

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