Final answer:
The lunch-hour manager at a fast food restaurant overcame the challenge of a confusing payment lineup system by listening to complaints, consulting with clerks, and implementing floor markings for proper queuing, leading to a reduction in customer complaints and more efficient service.
Step-by-step explanation:
Dealing with a challenging situation or coworker requires careful navigation and strategy. It is important to stay calm and approach the issue tactfully. An example of successfully managing such a situation is evident in the case of a lunch-hour manager at a fast food restaurant. The manager faced complaints about a confusing payment lineup system during a busy hour (the situation). The manager's task was to resolve customer complaints efficiently (solve the problem) and maintain high-quality service. Instead of allowing the stress of the situation to provoke a negative reaction, the manager listened to customer feedback, consulted the customer service clerks, and implemented a practical solution by placing floor markings to indicate proper lining for payment (the action). This prompt and effective resolution led to a significant decrease in customer complaints and a smoother service flow during peak hours, showing that a thoughtful approach and active problem-solving can turn a challenging situation into a positive outcome (the result).