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Juanita Salinas, a young divorcee with one child, had a record of frequent tardiness as an assembler in an electronics plant.It was evident that the supportive approach influenced Salinas's behavior.Her supervisor, Helen Ferguson, scolded her several times about her tardiness, and each time Salinas improved for two or three weeks but then lapsed back into her normal pattern.The next time Salinas was tardy, Ferguson approached her with concern about what might have caused her tardiness.Although the new car pool undoubtedly helped, an important point was that Salinas seemed to appreciate the recognition and concern that was expressed, so she was more motivated to come to work on time.She also was more cooperative and interested in her job.
Juanita Salinas, a young divorcee with one child, had a record of frequent tardiness as an assembler in an electronics plant. Her supervisor, Helen Ferguson, scolded her several times about her tardiness, and each time Salinas improved for two or three weeks but then lapsed back into her normal pattern. At about this time Ferguson attended a company training program for supervisors, so she decided to try the supportive approach with Salinas. The next time Salinas was tardy, Ferguson approached her with concern about what might have caused her tardiness. Rather than scolding her, Ferguson showed a genuine interest in Salinas’s problems, asking, “How can I help?” and “Is there anything we can do at the company?”
When the discussion focused on delays in getting the child ready for school early in the morning, Ferguson arranged for Salinas to talk with other mothers in the department. When Salinas talked about the distance she had to walk to catch a bus, Ferguson worked with the personnel department to get her into a dependable car pool. Although the new car pool undoubtedly helped, an important point was that Salinas seemed to appreciate the recognition and concern that was expressed, so she was more motivated to come to work on time. She also was more cooperative and interested in her job. It was evident that the supportive approach influenced Salinas’s behavior. An important by-product was that Ferguson’s job became easier because of Salinas’s better performance..
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