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EMPR 220
Storyboard Text
- Skluzavka: 1
- Scene: A busy morning in the customer service area. Spencer grows frustrated while helping a customer and snaps at Miriam. Sam is a ways away observing. Spencer: "Can someone else deal with this?!" Miriam: "You don't need to yell" Sam (thinking): *That's not like Spencer*
- %#%#*@!!!!
- Skluzavka: 2
- Maybe Spencer is just stressed today. I'll keep an eye on it
- Skluzavka: 3
- Scene: Over the following weeks, Spencer's behaviour continues to decline and becomes a popular topic around the office.Miriam: "First it was that incident in front of the customer last week, and then she was on the phone in the copy room and screamed at Andrew to get out when he walked in"Andrew: "Yeah, that definitely wasn't great but I think something is going on at home"
- Skluzavka: 5
- Scene: Sam is reflecting on his conversation with Andrew and Miriam and decides that he can't avoid this growing conflict but has to have an empathetic approach towards Spencer
- Skluzavka: 6
- Scene: Sam decides not to intervene immediately, assuming it’s a one-time event.
- Scene: A few days later, Sam calls Spencer into his office for a private check-in. To make the setting less confrontational, Sam has coffee for them both, open atmosphere and no work materials out. Sam: So I've noticed you've seemed stressed lately, It's clear that something is going on and I want to understand how I can help. Spencer: Honestly, I've been going through a separation and it's been quite challenging to stay on task or keep myself together. Sam: That sounds terrible and let's see if we can adjust some things over here to make this time more manageable for everyone
- Skluzavka: 7
- Scene: After sometime of a productive and non-judgemental conversation, Sam and Spencer looked at the month schedule and reworked some deadlines and responsibilities and set some realistic goals for Spencer. Sam: So this is of course a temporary adjustment, but hopefully this redistribution will help in the interim and get you back on trackSpencer: Yes, thank you. This will help a lot and I really appreciate you being so accommodating towards my situation. I'll be sure to better communicate in the future.
- Skluzavka: 8
- Scene: After the previous conversation, Andrew and Miriam agree to have a meeting with Sam to discuss SpencerAndrew: "I don't mean to sound insensitive but its affecting the team now as well not just customer interaction"Miriam: "I agree, I feel sorry for what's affecting her but I think it's becoming a professionalism issue."Sam: "thank you for letting me know—I'll talk to her"
- Scene: About a couple weeks later, the office environment feels lighter. Spencer's behaviour both customer-facing and with coworkers has much improved. Sam is observing Spencer laughing with Miriam and Andrew. Miriam: "It's great to see you more like yourself Spencer, no one else around here gives me a good laugh like you." Andrew: "I'll second that!"Sam (thinking): *I'm really happy with how this resolved and that I used empathy as my tool*
- Skluzavka: 0
- I tend to avoid conflict like this because I don't think it's my place but I think this issue needs some empathetic action
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