Heightened emotions
Storyboard Description
Conflict in the workplace where the associate took out frustration on me. Ultimately we were able to work through the issue and I was able to keep my cool.
Storyboard Text
- Thank you for performing validations on your ATM project. Through the QA review I noticed that an ATM was out of compliance. Based off of the recent training, were you able to escalate the compliance concern?
- I wasn't aware I needed to escalate the concern. When did that change happen? Why are you asking me about this?
- The change was rolled out on 9/8 and socialized on 8/1 and 9/15 in team meetings. I believe you were in the recorded training on 9/1. As the QA manager I am just seeking to understandsince we are out of compliance on the breakdown. You seem upset.
- Well I am being held accountable and I am fighting this.
- What I hear you saying is that you are upset because you are being held accountable. How can I help you? How can we do better to ensure our ATMs are compliant?
- Thanks for listening. Please point me to the training so I can review it more. Now that I know, I will start reviewing my ATM projects more closely.
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