NorthPath: Balancing Workplace Performance with Employee Empathy
商品編號：W48524
出版日期：2026/05/19
再版日期：
商品來源：
商品主題：General Management/Strategy; Human Resource Management
商品類型：Case (Field)
涵蓋議題：FMLA and ADA;employee non performance;employee non-performance;progressive discipline;workplace mental health;employee empathy;reasonable accommodation;drug-free workplace;employee assistance program;remote work policy;workplace impairment;code of conduct;procedural justice;supervisor training;employee relations;performance management;difficult conversations;workplace substance use;employment law case;people management;role-play exercise
難易度：4 - Undergraduate/MBA
內容長度：6 頁
地域：United States
產業：Professional; Scientific; and Technical Services
事件年度：2024
A manager witnessed first-hand a customer call in which her employee was unable to answer the customer's routine questions and was slurring her speech. The manager supervised 10 customer service specialists at NorthPath, a software company based in Madison, Wisconsin. NorthPath was a high-growth software firm with a team of 100+ professionals who supported digital transformation for their clients in the health care industry. The employee, a non-exempt customer service specialist at NorthPath, was responsible for key customer interfaces and support. She worked two days from home and three days in the office.
Before following up with the employee, the manager reviewed the applicable company policies, pertinent laws, and company benefits so that she could go into the conversation prepared to learn what was happening and then decide how to proceed. She wondered how she could address this serious issue, remain compliant with the laws and company policies, and still feel like she had been fair to the employee. She also had to consider how the employee's peer, who had observed the behaviour, might view the situation. It was key that the response was consistent with the company's values and expectations for all associates, and that it was expedient to prevent a future occurrence.
教學手冊：NorthPath: Balancing Workplace Performance with Employee Empathy - Teaching Note
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