Cleo is the HIM department administrative assistant at a large medical center. She works M-F 8 a.m. to 4:30 p.m

Cleo is the HIM department administrative assistant at a large medical center. She works M-F 8 a.m. to 4:30 p.m. She has been going through some personal issues and over the past three months, the assistant director has received no less than five complaints from patients, physicians and co-workers that she is rude, curt, lazy, and difficult to work with.  Cleo is the first person anyone comes in contact with when needing to conduct business with the HIM department. Up until these past several months, Cleo was very welcoming – genuinely liked by everyone. Her previous performance appraisals have reflected ratings of “good” and “above average” in all areas, including her demeanor, her work ethic, productivity, and quality of her work. Not only has it become an issue with how she is dealing with others, but also there has been a noticeable number of errors and late work over the past six weeks or so.

Phil, the assistant director, and Cleo’s direct supervisor did attempt to speak with Cleo on three occasions – asking if something was wrong, if she had been growing bored with her job, and the like.  Phil heard the rumors that she and her husband were having marital problems and that Cleo’s father had been diagnosed with a serious illness, and would need to move in with them. Her oldest daughter had recently been in trouble with local law enforcement as well. Phil spoke with her again this morning after a very stern complaint from another department’s director who asked Cleo for some statistical information which was needed later that day; the director was told in no uncertain terms that she needed to “fill out the appropriate form” and that the request would be handled in the order it was received.  Phil asked Cleo what happened to make the other director so upset, and her response was “I don’t know what her problem is; she’s no better than anyone else, and when I get to her request, I will do it.”  Phil gently reminded Cleo that these types of occurrences were becoming all too familiar, and they needed to find a resolution.  Cleo told Phil she was doing her job and that her problems, if in fact there were any, were hers and to mind his own business. She also told him that her work has not been affected, and if others felt that she was rude or unhelpful, that’s “there problem, not mine.” 

Phil went back to his office, sat down at his desk and began to write up disciplinary action for Cleo.

Is there an issue?  If so, what is it?

Has Phil handled this properly up until this point?  If not, what should he have done differently?

Is Cleo’s behavior affecting others’ work?  If so, how?

What disciplinary action, if any, should be taken and in what order?