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Case Studies

Case Number 9

At Shannon’s last performance review her supervisor gave her a “fair” rating on attitude instead of good or excellent. Shannon thought she deserved better and challenged the rating. During the discussion that followed, her supervisor said she felt Shannon could be more friendly with clients, patient with co-workers, upbeat on the telephone, and also be more communicative.

The rating was not changed and, as a result, Shannon almost resigned. But, after talking it over with her husband, she decided maybe her supervisor was sending her a message, so she decided to change her focus and concentrate on being more positive. Three months later her husband said: “Shannon, I have noticed a major improvement in our relationship. You are more fun than in the past and all of our friends are talking about it.”


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