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When the same old excuses turn out to be true

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in Leaders & Managers,Management Training

Generally, you don't mind conducting semiannual reviews in the claims-processing department you supervise, except when Cassidy comes in with her tired old complaints about how everyone else gets an easier ride.

This time is no exception. You begin by discussing how much her monthly reporting has improved in both timeliness and accuracy, but she barely acknowledges the praise. Then you turn to the recent rash of high-dollar claims that have been absorbing nearly half her work weeks, and Cassidy declares, "I've been getting a raw deal on these assignments. Normally, the claims are evenly distributed. But the past few months, I've been getting the lion's share of all the disasters on the Northside."

You punch a few keys on your computer and realize it's true; Cassidy is working nearly all of the claims originating from that area. "Well, it's certainly unusual," you quickly admit. "But this could work to your advantage, because y...(register to read more)

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