E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift.

1. 1 E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: Why can’t you work a different shift? = Interest related question or statement. Tammy Dalton Stephanie Herrara Mary Williams Jane Lickletter = Position related question or statement. E1: A new shift will conflict w/my personal life E2: I really need you to work a different shift because we are having a schedule change. E2: Would it help if I gave you a notice before the schedule changed? E1: It’s not fair to me because the hours I currently have are more convenient. E1: Maybe. E2: I discussed this with HR and this is necessary. E2: I could suggest self-scheduling as an option for our department. • E2: Can you tell me more about your conflict with taking a different shift? • E2: You’ll get two weeks notice like the other employees. E1: Ok, but I’ll want to see that in writing. E1: I would like that and I have an interest in coordinating the self-scheduling. E1: I hope that’ll work. • E1: I have children I need to get from daycare.

2. 1 E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: New schedules are very necessary. E1: Why does this have to affect me? E2: This will affect the entire department, not just you. This is for the safety of our patients. E2: Why does this make you feel uncomfortable? E1: Does HR know about this? E2: I discussed this with HR and this is necessary. E2: I see that you’re upset. Can you tell me why your schedule can’t be changed? E1: I would like to see the policies and procedures. • E1: I just have personal conflicts.

3. 2 • E #1: I need to work more days. I can’t see all of my patient’s if I don’t. • E#2: What are the barriers you feel you face with your schedule? = Interest related question or statement. Cassie Sherry Staci Maggie = Position related question or statement. • E #1: I want to do what’s best for my patients and I can’t do that with three days a week. E#2: That was your schedule that you made. • E#2: Could you extend the hours on the days that you are already working? E #1: I didn’t realize that was the final schedule. • E #1: Well, maybe, but I still don’t think that will work. • E#2: You were at the meeting. You should have said something. • E#2: The schedule cannot support another therapist on Wednesday. What other suggestions do you have? E#2: Do you want to try doing that to see how it works? • E#2: Let’s look at your case load and see which patients can move to a different therapist. • E #1: It was not made clear to me. • E #1: I will try to extend my hours. E #1: Patient satisfaction will suffer then. • E #1: I will try. E #2: You’ll know next time. E #2: If you were unsure why didn’t you seek clarification? E #2: Ok. E #2: Ok. E#2: All of our therapists are competent. They will be fine. • E#2: Use that relationship with your patient to ease the transition. • E #2: Ok. • E #2: Ok.

4. 2 • E #1: I need to work more days. I can’t see all of my patients if I don’t. • E#2: It’s too late. The schedule is out • E #1: What am I supposed to tell my patients when they can’t get in on my schedule? E #2: They will just have to be seen by another therapist. • E#2: We can’t open up Wednesday. Is there another day you could pick up? I think Mondays are available? E #1: They only want to see me. E #1: I have my kids on Monday. • E #2: I can’t clone you. • E #2: I am glad you have created that relationship with your patients. How do you suggest resolving this? • E #2: Can you extend your hours on the days you are here? • E #2: You can’t do Mondays and I can’t do Wednesdays- now what? • E #1: Patient satisfaction will suffer then. • E #1: I guess I can try picking up a few late patients. • E #1: I guess we are stuck. • E #1: I will try. • E #2: All of our therapists are competent. They will be fine. • E #2: Use that relationship with your patient to ease the transition. E #2: Ok. E #2: Ok. E #2: Ok. E #2: Ok. End of Conversation

5. 3 • E #1: I am only working 9-5. Don’t expect anything more from me than my job duties. = Interest related question or statement. Darlene Stilts JoAnn Foote Wade Williams Gene Hillo = Position related question or statement. ?

6. 3 • Employee: I am only working 9-5. Don’t expect anything more from me than my job duties. • Supervisor: I need you to answer your pager or phone when you are called. • When I am off it is my time You have a company related pager you are expected to answer. • Can you tell me why you feel that way? I’m not going to answer because I’m not coming in on my time. When I was hired it was for M-F. No weekends. • We are short staffed and everyone else is doing overtime. • I understand but this is a temporary situation until more people are hired. • E #1: Patient satisfaction will suffer then. • E #1: I guess I can try picking up a few late patients. I have a lot going on at home. 12 hour shifts conflict with my wife’s schedule. • .

7. 4 • I am frustrated working short-staffed and the nursing assistant gave no baths, bed changes, or fresh water to the patients. When approached to question the duties not completed, I am met with hostility. • RN: It’s near the end of the shift and I just noticed that the patients received no daily hygiene care. = Interest related question or statement. Christine Linda Beth David = Position related question or statement. • NA: There’s just two of us and I was split to another hall. The other NA’s told me they were able to give baths and patient care. • Did you ask anyone to help? Maybe they had easier patients to care for. • Everyone else was busy. • There is no excuse for not giving patient care. • I’d like to hear more so maybe in the future we can make sure the load is more even. I’m sure I could have found time to help if you had asked me. • Did you even try to get someone to help you? • You’re not listening to me- there was only 2 of us. • If I could be more involved in the assignments at the beginning of the shift… No, I didn’t ask anyone to help. • I’ll try to remember next time. There were only 2 RNs and they managed to give patient care. I’m listening. I can see you are really upset. Could we talk more after your shift? Just do your job. Great idea. Let’s talk with management on Monday. Well, that’s not an effective use of your time. We work as a team. Always ask. End of Conversation

8. 4 • I am frustrated working short-staffed and the nursing assistants gave no baths, bed changes, or fresh water to the patients. When approached to question the duties not completed, I am met with hostility. • RN: It’s you job to do that. • PCT: We didn’t have time to do any of it. I saw you on the internet at the nurse’s station. • Can you explain what happened today and why you couldn’t get any of your work done? I had to check the weather because we are going out of town. I was afraid to ask for help because we are all short-staffed. • That is not part of your job description. • Did you use your break for getting on the internet? • It only took a few minutes. • We didn’t get breaks today. • .

9. 5 • Did you get the email about the two sales jobs? One is in Hawaii this year! The other is in Idaho – guess which one I want? • I don’t know about you but I want Hawaii. = Interest related question or statement. Ann Kim Minola Steve = Position related question or statement. • Well, I deserve it more than you. Well, I’m top seller in this company. • We both deserve this for working so hard this year. I was really wanting to celebrate by 25th wedding anniversary with Ann there. Well, I have greater seniority with the company. • Wow, I had no idea. Congratulations! I have dealt with the Hawaii office before so I wanted to meet the people I’ve been speaking with. • What difference does it make how long you have been here if I make most of the sales? • Seniority is very important but to incentivize sales growth and commitment to increasing sales other things should be considered. I will only have a 25th anniversary with Ann once. Do you think you could go next year? • You know what, with your sales record this year may really be able to pull some great sales numbers. • According to policy, I should choose since I’ve worked here longer. • Let’s go to the district manager and see who is more important to this company. That’s what I was thinking. Improve the bottom line and maybe next year we can both go or we will send you. • Yeah, I can live with that. Let’s shake on it. Congrats again! Well, that policy is stupid and doesn’t promote incentive or sales growth. I guess we have to follow policy but I would like to have that policy reviewed in the future. Fine! End of Conversation

10. 5 • Did you get the email about the two sales jobs? One is in Hawaii this year! The other is in Idaho – guess which one I want? • My guess is Hawaii, but that’s too bad – I’m going. • What?! How do you figure that? Because of my sales numbers. They are the top in the company. Well, my sales are good and I have seniority. • Who cares about seniority when your sales are sub-par? • My son is in the Navy stationed in Hawaii and I was hoping to take this chance to see him. • What? My sales are in the top 10% and I have been here 20 years. • Really? I guess I should support my country. You should see him. • . • So – after 20 years you should be #1 in sales!

11. 6 • I am so frustrated because she will not commit to a set schedule like the other members of the team. • I can’t work late and I can’t work weekends. = Interest related question or statement. Ann Kim Minola Steve = Position related question or statement. • But everyone else does – it’s the rules. No one told me the rules. • So, what is my requirement? It was emailed to you, and discussed in our meetings. • 1 weekend every 5 weeks or working 2 late days per week. • What email? I though this was still up for discussion. • I need to review my email and look at the schedule. I have a lot going on this summer but I will re-arrange my schedule. • That is not going to work for my summer schedule. • This is an urgent matter and needs to be resolved today. • That would be great. We need to get it resolved today. I though we were a team – thanks for nothing! • Thanks for being a team player. I don’t know how it’s gonna happen today! I will do my best to handle this today! I don’t know why it’s so important to do today, but I’ll look at it. Maybe I can work 2 late days for the summer. End of Conversation End of Conversation

12. 6 • I am so frustrated because she will not commit to a set schedule like the other members of the team. • Why are you just pinpointing this at me? • Everyone else is following the policy. Well, I’m prn so I don’t have to do what everyone else does. • What’s the problem? There is a requirement for PRN as well. You seem to work your schedule around your personal life only. • I thought I was considered a “special” prn employee. • I would like to stay prn and I’ll pick up my one weekend. • That’s the way I’ve always done it. • Well, duh! • All of our employees are “special”. • Remember it’s every 5 weeks. This will help the team. You work prn – we may no longer need your services. • You could get written up for not doing your requirements. • I quit! • It’s going to be difficult. I have a lot going on but I’ll look at the schedule again. Well, I hope you are looking at everyone else’s schedule. It’s not going to be easy, but I’ll try.