PERFORMANCE CORRECTION NOTICE

DISCIPLINARY LEVEL

Verbal Correction—(To memorialize the conversation.)

Written Warning—(State nature of offense, method of correction, and action to be taken if offense is repeated.)

Investigatory Leave—(Include length of time and nature of review.)

Final Written Warning

Without decision-making leave

With decision-making leave (Attach memo of instructions.)

With unpaid suspension

SUBJECT:Substandard work performance and customer service

Policy/Procedure Violation

Performance Transgression

Behavior/Conduct Infraction

Absenteeism/Tardiness

PRIOR NOTIFICATIONS

Incident Description and Supporting Details: Include the following information: Time, Place, Date of Occurrence, and Persons Present as well as Organizational Impact.

Henry,

Today Rae Mauro (VP, Research Administration), Paula Spellman (Director of Human Resources), and I met with you to discuss problem performance areas brought to our attention by your customers in the departments of Information Systems, Finance, and Purchasing. Namely, your customers have complained that you have demonstrated “explosive anger” on occasion and that your performance has been unpredictable and erratic. The managerial heads of these departments have personally witnessed your voice get louder and your face turn red and have noted your inability or unwillingness to listen to their concerns when you became frustrated during a discussion.

You have been characterized as having demonstrated “overwhelming negativity” and rigidity, which have caused your customers to prefer to “do without” rather than to engage your services. For example, on various occasions you have mentioned that our company is “technically in the Dark Ages,” “unwilling to invest money where it’s needed most,” and “obstinate in its refusal to join the rest of the civilized world.” Your lack of service orientation has hurt our department’s image and its ability to provide adequate customer service.

PERFORMANCE IMPROVEMENT PLAN

1. Measurable/Tangible Improvement Goals: Henry, I expect that you will always place your customers’ needs first in order to demonstrate our department’s commitment to providing our customers with timely solutions. I expect that you will always treat others with dignity and respect and refrain from appearing to talk down to them, to chastise them for their lack of technical knowledge, or to interrupt them before they have completed their thoughts. I expect that you will never again lose your temper under any circumstances.

In addition, Henry, I want to again further emphasize that you develop a respect for other employees’ and my time schedules, requests, and priorities. It is critical that you become more attuned to this immediately and that you ask for a convenient time to meet, giving some estimate of how much time is needed, rather than coming in unannounced without regard for the amount of time that you’ll need to solve a problem. Of course, in an emergency, you can interrupt me at any time. Otherwise, please sensitize yourself to my needs and others’ needs in this regard.

Finally, I expect you to assume total responsibility for the outcomes of your behavior and interaction with others. I expect that we will never again have to discuss the issue of interpersonal conflict in the workplace or lack of customer service support.

2. Training or Special Direction to Be Provided: The Human Resources department is currently holding customer service training workshops that are aimed at sensitizing employees about the way they come across and how they can improve their overall customer service presentations. It is mandatory that you sign up for this class this week and attend a workshop in the next two weeks.

In addition, the Human Resources training and development department is looking into outside training workshops that would benefit you in terms of (a) dealing with interpersonal conflict in the workplace and (b) increasing your listening skills. Please contact Paula Spellman by November 1 regarding training opportunities that our organization will pay for in order to increase your skills in these areas.

Also, Paula Spellman and I will set up meetings with Information Services, Finance, and Purchasing in order to rebuild bridges of communication with you. These meetings will occur in the next two weeks.

3. Interim Performance Evaluation Necessary? No

4. Our Employee Assistance Program (EAP) provider, Prime Behavioral Health Group, can be confidentially reached to assist you at (800) 555-5555. This is strictly voluntary. A booklet regarding the EAP’s services is available from Human Resources.

5. In addition, I recognize that you may have certain ideas to improve your performance. Therefore, I encourage you to provide your own Personal Improvement Plan Input and Suggestions:

(Attach additional sheets if needed.)

OUTCOMES AND CONSEQUENCES

Positive: I will remain available to help you and discuss areas where you require additional support. If you meet your performance goals, no further disciplinary action will be taken regarding this issue. In addition, you will develop a greater sense of teamwork and camaraderie as you foster stronger relationships with your customers while enhancing our department’s image and capabilities.

Negative: You are now being placed on notice that if you ever again engage in behavior that demonstrates “explosive anger” or extreme rudeness or abruptness, if your actions strip people of their respect and dignity, or if you violate our company’s policy on harassment by demonstrating hostility toward others, you will be immediately dismissed. Furthermore, Henry, if you continue to receive complaints about substandard customer service or failure to appropriately listen to a customer’s needs, further disciplinary action up to and including termination may result. A copy of this document will be placed in your personnel file.

Scheduled Review Date: None

EMPLOYEE COMMENTS AND/OR REBUTTAL

EMPLOYEE ACKNOWLEDGMENT GOES HERE

Note: Because this is a final written warning, add this sentence to the end of the Employee Acknowledgment: “In addition, I understand that this is my last chance and that I am in serious jeopardy of losing my job. If I breach any of the performance standards established in this notice, I will voluntarily resign or be discharged for cause.”