How Would You Handle This Workplace Situation? Part 2

Suppose the following:
You are the office manager of a prestigious medical facility. An angry patient calls the office complaining that she has been waiting three days for Chris, one of your employees, to complete a referral authorization so that she can see a specialist. She says she’s in a lot of pain and needs to be seen right away. When you talk to Chris, you learn that the referral had been on his desk for days – that he has been meaning to get to it, but that he’s been overloaded with claims. The process of doing referral authorizations can be tedious, but it’s a quick process overall. But you also know that although both you and Chris want the patients to be satisfied and cared for, this is becoming a pattern with him.

Imagine that this situation has just happened to you. How would you begin your interaction with Chris?

1. You would use your authority directly and assertively to get Chris to do what you believe he should in the situation in order to solve the problem and achieve your goals. You might, if necessary, issue a warning or impose a consequence on Chris.

2. Feeling responsible for managing the problem, you would invite Chris to discuss the situation with you openly, share all of your concerns with him, and arrive at a resolution together.