Module 7 Workplace Challenge

THE ANGRY CLIENT

A client arrives at a small professional office.

She is visibly angry.

She says:

“Your receptionist deliberately refused to give me my documents. I want her fired.”

The receptionist, Esther, says:

“The documents were not ready for release because the manager had not signed them.”

The client responds:

“That is a lie. She just did not want to help me.”

Supervisor Chinedu reviews the file.

He confirms:

• manager approval was required
• approval had not yet been completed
• Esther was correct not to release the documents
• Esther told the client, “There is nothing I can do. You will just have to wait.”
• the client then began insulting Esther
• Esther responded, “If you cannot speak properly, leave.”

Consider:

1. Was Esther correct about releasing the documents? 2. Was her communication ideal? 3. Was the client’s abusive behavior acceptable? 4. Should Esther be punished simply because the client demanded it? 5. What should Chinedu say to the client? 6. What feedback should Esther receive? 7. Is there a system problem to examine?

GUIDED RESPONSE

Esther was correct not to release documents without the required approval.

The client’s demand that she violate the process was not legitimate.

However, Esther’s communication could have been more professional before the interaction escalated.

Instead of:

“There is nothing I can do.”

she could have said:

“The documents still need the manager’s approval before I can release them. Let me check the status and tell you what the next step is.”

The client’s later insults were also inappropriate.

Chinedu should not allow the client to decide Esther’s employment consequence.

He should explain the approval requirement, address the communication issue privately with Esther and consider whether the approval process itself caused unnecessary delay.