Final answer:
Sally should begin the progressive discipline process with a performance discussion where she provides clear feedback and sets expectations. Support and training should be offered, and the meeting and any plans for improvement should be documented as a first step.
Step-by-step explanation:
In the scenario where Cathy, a salesclerk at Cooking Connection, has received customer complaints and has a reputation among employees as 'Cranky Cathy', a progressive discipline approach is recommended. Since there is no prior documentation of disciplinary action, the initial step would be to hold a performance discussion with Cathy. During this meeting, Sally, the supervisor, should clearly explain the issues that have been observed and reported, such as her unfriendly attitude and errors in ringing up orders. It is crucial that Sally provides specific examples and expresses the impact of Cathy's behavior on customers and the store.
After discussing the complaints and observations, Sally should establish and communicate clear expectations for improvement. Offer guidance and assistance in areas where Cathy needs to improve, and possibly suggest additional training if necessary. This meeting would also serve as an opportunity to understand any underlying issues Cathy may be facing that could contribute to her performance. It's important to document this conversation thoroughly as a first step in the progressive discipline process.
Setting a follow-up meeting to review progress and providing a written warning if no improvement is seen is key in the progressive discipline approach. The objective is to help Cathy improve her performance and behavior rather than rush into punitive measures. Throughout this process, maintaining a professional and supportive atmosphere is necessary.