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Dr. Emerson, a dentist, noticed that one of his hygienists, Jeanine, had a higher percentage of patients not returning compared to the other hygienists. When he asked his office manager about it, she reported that some patients had complained about Jeanine not being cheerful or friendly. The office manager also said that Jeanine did not take enough time to fix her hair and make herself presentable before work. Six months later, with increased competition, Dr. Emerson's patient load has declined. The office manager continues to suggest that Jeanine is a major part of the problem and cites reports showing she has a higher percentage of non-returning patients. With the reduced patient load, Dr.

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63 views

Appearance Cases

Dr. Emerson, a dentist, noticed that one of his hygienists, Jeanine, had a higher percentage of patients not returning compared to the other hygienists. When he asked his office manager about it, she reported that some patients had complained about Jeanine not being cheerful or friendly. The office manager also said that Jeanine did not take enough time to fix her hair and make herself presentable before work. Six months later, with increased competition, Dr. Emerson's patient load has declined. The office manager continues to suggest that Jeanine is a major part of the problem and cites reports showing she has a higher percentage of non-returning patients. With the reduced patient load, Dr.

Uploaded by

mandy
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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The Dental Hygienist

Dr. Emerson was a dentist in a large metropolitan area. He had been in practice for
seven years after buying out a partner who was ready to retire. During the past year,
competition had increased as a result of two additional dentist offices opening near his.
He continued to increase his patient load, however, by spending money on advertising
and office improvements, and by trying to offer good service to all who were under his
care.

Jeanine was a dental hygienist employed by Dr. Emerson six months ago. She had
been highly recommended by the school she had attended and had graduated with the
top grades in her class. As Dr. Emerson observed Jeanine's work, he saw that she was
very skilled and that she did a good job applying the knowledge she had learned in
school. She was able to operate several modern pieces of equipment recently
purchased for the office that his other hygienists had not yet learned to use.

Recently, Dr. Emerson was reviewing a monthly report that was produced by a new
computer system now being used in the office, and he discovered that on a percentage
basis, patients who had been seen by Jeanine were not returning for further services.
He was to have a staff meeting this morning with his office manager, and he decided to
inquire further about the apparent trend.

When Dr. Emerson asked his office manager about the report, she was evasive at first.
When questioned further, she told him that several patients had complained about
Jeanine. One had said that she was not very cheerful and another thought she was not
friendly. The office manager had also been told by one of the other hygienists that
Jeanine usually jogged in the mornings before work and did not take enough time fixing
her hair and making herself presentable before coming to work. With the close working
conditions between patient and hygienist, careful attention to personal grooming was an
issue the office manager felt was important.

Six months later . . .


Dr. Emerson faced increased competition, and the number of patients he is seeing has
declined. In spite of efforts to reverse the decline, patients continue to switch to other
dentists. The office manager continues to suggest that a major part of the problem is
Jeanine. She points to reports generated by the computer system which indicate that
Jeanine has a higher percentage of patients who do not return than do the other
hygienists.

With the reduced patient load, Dr. Emerson will now need to fire one of his hygienists.
Jeanine is more skilled in her actual dental work and made better grades in school.

Which hygienist should Dr. Emerson fire? Why?


Activity

Why Was I Fired?


Read the following scenario. Based on the information discussed in class, decide the
reason the person was terminated. Answer the questions at the end of the scenario. Be
prepared to explain your reasoning in class.

Paula worked in a sewing factory that manufactured children's clothing. Her mother had
been a seamstress and had taught Paula a lot about how to sew. The supervisor
admired Paula's work and always commented on her speed. Paula did not have very
many friends at work. She did not understand why. She was always very eager to help
others and went out of her way to thread needles, change thread, and so on, for co-
workers.

Paula did not spend a lot of time grooming in the mornings. She had body odor, and
others found it offensive. The supervisor had tried to tell her in a polite way, but Paula
did not get the message. One day Paula overheard several of the women talking and
laughing about buying her a bar of soap, deodorant, and a wash cloth for her birthday.
Paula went over and slapped one of the women. Paula was fired.

Why was she fired? Should she have been fired?


Did the supervisor do his/her job correctly?
Would you want to work with Paula? Why or why not?

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