Jillian, a supervisor in a shoe store, observes Frank, an employee, becoming anxious and defensive when a customer complains about some shoes. The customer reacts to Frank's behavior by raising her voice and demanding to talk to a manager. When should Jillian give Frank performance feedback related to his handling of customer complaints?

a. at Frank's annual performance appraisal

b. within the few weeks, whenever she has time for a formal meeting with frank

c. as soon as she has time to list all of Frank's areas for improvement

d. as soon as she is finished talking with the complaining customer

The correct answer is d. as soon as she is finished talking with the complaining customer.

Explanation:

Companies want to have in their teams employees trained to successfully advance the functions assigned to them and, in addition, get along with their peers. However, this is not always the case. For this reason, bosses must know how to deal with the differences and inconveniences that are caused by the same collaborators of the organization.

Recognizing a conflicting employee is not a complex task: they are those who constantly express their dissatisfaction with the company or their position, do not finish their work on time, spread malicious rumors, present excuses to justify any failure or mistake and generate a negative work climate It affects the company.

It is best to face these employees before productivity decreases, misunderstandings increase, the motivation of the team decreases and customers, as well as other team members, begin to feel uncomfortable.