Asthma Attack- Case Study - Chapter 4 PDF

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Case study - done on individual basis each week, using the textbook assigned for the course. Consists of 10 questions....

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Asthma Attack – Assignment Training & Development Sarah Glass

Hi Laurie, "Asthma Attack" Case Study: In March of 2013, a teenage boy visiting a Tim Hortons franchise in London, Ontario, suffered an asthma attack. The 17-year-old boy was having difficulty breathing and was gasping for air as he tried to get the attention of employees. According to a customer who witnessed the incident, an employee asked "what do you want" kind of rudely and all the boy could say was "help" and "phone". Employees told him the phone wasn't for customers and directed him to a payphone across the street at a variety store. According to the witness, "The teen boy was going between the two tills, there were 5 or 6 employees...he was visibly in distress. They didn't ask if he needed help. The whole time, not one of them came out from behind the counter to see if he was OK." The customer who witnessed the incident called 911 and stayed with the boy until paramedics arrived. However, when they arrived they found themselves at an exit-only door. The employees did not open the door to let them in, so the paramedics had to pry the door open to get to the boy and take him to the hospital. Page 108 - 109 of the Eighth Edition, Managing Performance Through Training and Development.

ANSWERS: Run the asthma attack incident through the needs analysis process. What is the performance problem and is it important? Who are the stakeholders? What information would you collect by doing an organizational, task and person analysis? What are some of the outcomes that would result from the needs analysis process? If the employees has been better trained for this type of circumstance, things would have gone a lot smoother for everyone. The fact that the employee saw the boy in distress but did not take the time to try and understand what he wanted and instead dismissed him

and went about his work. This could have resulted in a fatal incident for the boy having the asthma attack. The main step of the analysis process that I believe could’ve been better in this scenario would be “Knowledge, Skills and Abilities. If Tim Horton’s was to conduct a needs analysis following the asthma attack, what methods and sources should they use? Explain the advantages and disadvantages of each method and source. Some of the areas that require focus in the needs analysis would be leadership, establishing objectives, problem solving, communication, action orientation. Leadership – would’ve helped by having someone step up and take control of the other employees during this situation Problem Solving – The quick think and ability to act quickly in this type of scenario. Communication – The staff members need to communicate with each other better Action orientation – The ability to make a decision and act quickly in this type of situation. Do you think training is needed to solve the performance problem? Consider some other solutions to performance problems and where they could be appropriate. How would you know if training was the best solution to the performance problem? I absolutely believe training can help this performance problem. I believe they should have medically trained staff members (members of the health committee) on during each shift, even if it is at least one – who are trained to recognize scenarios such as this and act quickly to avoid problems....