Emma:'John, can I have a quick word?'
Emma:'I've just read your report about the current progress with the new supermarket project. Overall, it's good. But there are a few things that could be improved.'
Emma:'I can't seem to find the projected future costs of the project on the report.'
John:'Yes, I can explain what happened. We still haven't finished them yet. I'm really sorry. I'll make sure they are completed and they'll be in the report by the end of the day.'
Emma:'Thank you. I've looked at how you've explained things on the report. And for me, it doesn't seem very clear. How do you think it could be improved?'
John:'It seems fine to me.'
Emma:'Don't take this the wrong way, but it needs to be re-written. It's not very easy to read. There are quite a few grammatical errors and some parts of the text are confusing to understand.'
John:'Really! I don't know what else I could have done. It makes perfect sense to me.'
Emma:'Just have a look at this paragraph. '
John:'You have a point.'
Emma:'It's just that the report is going to the client, so everything needs to be perfect. I understand that you're busy and it's easy to forget that the people who'll read the report have less technical knowledge than yourself. I've done the same myself.'
John:'Sorry, what would you like me to do?'
Emma:'Add the projected future costs to the report and then I'll re-write the report. Just be more careful in the future.'
Emma:'Don't worry. But if you're unsure in the future, just ask me.'
Jonathan:'Would you mind coming to my office for a minute?'
Jonathan:'Take a seat. The reason I've asked you to come here is that we have received a complaint about you.'
Vicky:'Really! Who from?'
Jonathan:'From a customer. Can you think why that is?'
Vicky:'I've no idea.'
Jonathan:'A woman said that you wouldn't help her with her enquiry and that you also insulted her.'
Vicky:'I spoke to a woman this morning who was very aggressive to me, but I didn't insult her. She wanted us to go to her house to repair today and I told her it was impossible. I told her that the earliest someone could go was on Friday.'
Jonathan:'I appreciate that, but this isn't the first time that you have received a complaint from a customer.'
Vicky:'That was different. Today, I did everything correctly.'
Jonathan:'So, how do you account for the complaint?'
Vicky:'I don't know. But I did everything that I should.'
Jonathan:'I am afraid I have to disagree. I have listened to a recording of the call and you were aggressive with her.'
Vicky:'She continued demanding that we had to go and repair her TV today. She wouldn't shut up. I did nothing wrong.'
Jonathan:'Well, if that's your attitude, you leave me no alternative but to give you a verbal warning about your behaviour.'
Vicky:'That's not fair! It was her fault, not mine!'
Jonathan:'If it happens again, we'll have to give you a written warning. You do understand what this could mean?'