ABSTRACT
Annette got a call from Maria, an HR manager she had met at a local HR association meeting. “We are experiencing turnover in critical occupations and, in addition, there is an elevated level of complaining about a variety of things: pay, workload, quality of management and so on. I would like to get at the source of dissatisfaction so we can figure out how to deal with it. But I first have to establish that there is a problem before management will seek solutions.” Maria’s tone suggested desperation and frustration. She thought about her response and decided to suggest a process that Maria might initiate.
