Module opening scenario

Ngozi supervises a small customer-service team.

One employee, Peter, has been late three times in two weeks.

The first time, he called ahead because his car broke down.

The second time, he arrived twenty minutes late without notifying anyone.

The third time, he arrived forty-five minutes late and said:

“Traffic was bad.”

Ngozi is frustrated.

She tells another supervisor:

“I’m tired of him. He is just irresponsible.”

Before speaking to Peter, she checks the attendance record.

She realizes something important:

Peter had been on time consistently for the previous eight months.