Joe recently had a heated argument with Tina Tumultuous that ended badly. Tina a

Question

Joe recently had a heated argument with Tina Tumultuous that ended badly. Tina accused Joe of treating her unfairly when he disciplined her for her offensive and rude interactions with customers. At the time, Tina had just returned from a three-day suspension for such conduct. After Tina threatened to file a lawsuit, Joe yelled at her and told her to get out of his office. Feeling badly about this, Joe again asked Tina into his office and apologized for being angry and frustrated with her. Tina accepted the apology. Joe then invited Tina to discuss the situation with him in a calmer manner.

Question 1. What is the appropriate response (or responses) on the communication continua that Joe should engage?

Explanation / Answer

Joe should apologise for yelling at her but should be stern that he was justified in suspending her. Joe should then offer a friendy hand and promise her to help in reassimilating her into team. Joe should tell her to join customer management program which will be beneficial to her Joe should explain to her the legal points on basis of which she was suspended Then Joe should communicate with company's lawyer to anticipate action in case of potential lawsuit by Tina in case she does not calm down Joe should then inform the management the whole scenario.

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