A manager oversees a team of front facing customer service staff. She has been working hard to improve the level of respect shown by staff to customers.
One team member continues to be consistently rude to customers, which he justifies on the basis that he sees more customers in a day than any other team member. Frustrated by the impact this is having on the morale of her team and their culture, and the ineffectiveness of her attempts to change the behaviour of this team member through on the job feedback, the manager wishes to initiate a formal performance management process.
This is likely to consume large amounts of time and energy over the next 12 or more months. The company is currently offering generous redundancy packages.
What would you do? What ethical considerations would you give to your decision-making? Why? Why not?
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Photo by Hongmei Zhao on Unsplash