Question: “I supervise a young secretary/receptionist who has been with the agency for two years. She is a pleasant person, but I have to constantly remind her how to properly handle security procedures, how to ask questions so she doesn’t send people to the wrong department, how to handle the front desk when more than one person is waiting, how to do basic purchase requests and the list goes on. I have given her a detailed SOP and sent her to admin training classes to improve her skills. But she doesn’t improve and she continues to mishandle situations. What do I do next — I truly want her to succeed?” — Jo
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