Question

CASE 11: Inappropriate Client Behavior

The management of Peak Performance Health and Wellness Club has received several emails and verbal complaints about an unidentified male club member allegedly masturbating while using the equipment in the club. The only description they have of the accused is that he is an older, white male with glasses. Jim Roberts is a personal trainer and is just about to start a morning session with a client. A young woman he knows and trusts comes up to Jim with a frantic expression. “Come quickly.” She can barely get the words out. “There’s a man on the stationary bike who is staring at a woman’s chest and masturbating.” Jim excuses himself from his session and goes to see for himself. The member points out the accused male, and Jim immediately contacts his department head and another male trainer, just in case there’s an incident. Jim taps the accused member on the shoulder. “Can I have a word with you?” The older man agrees, and they step over to the side. Jim knows this man and has had conversations with him in the past regarding his joint surgery and his postoperative rehabilitation. Jim believes he should be able to get to the bottom of this matter quickly. “A member reported to us that you were touching yourself inappropriately.” “What’s inappropriate? Your definition of inappropriate and mine might be completely different!” “Were you fondling yourself?” “What’s fondling? I don’t know what that means.” “You had your hands in your pants.” He shrugs. “So, we have to adjust ourselves. I can have my hand in my pants.” At this point Jim becomes frustrated and just comes out and asks, “Were you masturbating?” The member becomes very defensive and says, “I never do that, I can’t believe you accused me of that, I’m offended !” Jim asks the man to stay where he is. He knocks on the general manager’s (GM) door and quickly fills him in on the situation. Jim and his team escort the accused member to the GM’s office. The GM repeats the same line of questioning, and the man gives verbatim answers to the ones he gave Jim. Eventually, the GM gets as frustrated as Jim was and asks, “Were you masturbating?” The man puts his hand on his chest and an indignant expression on his face. He shouts, “I NEVER DO THAT! I demand to face my accuser; I have the right to face my accuser. I’ve been a member since this club opened! I can’t believe that you would suggest this.” At this point the GM is not amused or buying his story. He simply tells the man his membership will be on suspension pending an investigation. The member continues to argue but eventually calms down. He then asks, “How will you let me know your decision?” The GM tells him that the club will call him. “Can you e-mail me instead? Let me give you my personal e-mail.” The GM agrees and tells him that he’ll have to leave. After the member leaves, the GM tells Jim to close the door. He looks at Jim with a wry smile and says, “That guy is so guilty. He wants me to e-mail him privately so his wife won’t find out.” Jim goes upstairs with his boss to speak with the female member who reported the incident. When he finds her, she is with another female member. The second female member tells Jim that he was the same man that she saw masturbating on a treadmill and wrote an email about. Jim’s boss takes statements from the two female members so Jim can return to his now shortened session with his client.

CASE WRITE UP (PLEASE INCLUDE)

1 - Write a background statement

2- What are the major problems and secondary issues?

3- Your Role

4- Organizational Strengths and Weaknesses

5- Alternatives and Recommended Solution

6- Evaluation

THEIR IS AN EXAMPLE BELOW OF HOW THIS SHOULD LOOK!!!!

Case Write-Up

Background Statement

A Wiccan patient who visited a nondenominational community hospital was discussing her religious beliefs with her primary care nurse, Penny Baker, when suddenly another nurse, Ruth Goose, walked into the conversation and rudely stated, “Thou shalt not suffer a witch amongst you.” The Wiccan nurse felt offended and complained that she was discriminated in the hospital because of her religious beliefs.

Major Problems and Secondary Issues

The major problem is that the two nurses, Penny Baker and Ruth Goose, made the patient feel unwelcomed in the nondenominational community hospital because of her Wiccan religious beliefs. The secondary issues that the nondenominational community hospital may face is that the Wiccan patient is threatening to go to the media. This means that there may be news coverage that your hospital engages in religious discrimination. This may make people, especially Wiccans, look down on your medical services.

Your Role

In this case, I am the Vice President of Nursing Services. As stated in the text, it writes, “You are the Vice President of Nursing Services in a nondenominational community hospital, and you receive a complaint from a patient, who is a Wiccan.” The advantages of this role are that I can sit down with Penny and Ruth to let them know that religious discrimination is not to be tolerated while we are caring for the patients. The disadvantages of this role are that I must decide how I am going to discuss this matter with Penny and Ruth because they’re passionate about being against the Wiccan patient. I need to let Penny and Ruth know that our patient’s care matters above everything else, not what religion they practice.

Organizational Strengths and Weaknesses

As the Vice President of Nursing Services, my strengths are that I can hold a training on racial, ethnic, and religious diversity. This training can supplement nurses with the information they need to work in a diverse environment. Nurses need to know that they must treat their patients justly despite their identity. The weaknesses I may face are that the two nurses are very religious themselves. They may not listen to what I have to say about religious discrimination because the two nurses try to justify their act by saying, “She did the right thing. We don’t have to pray with witches. They worship Satan. It’s blasphemy. What’s next? Human sacrifice?”

Alternatives and Recommended Solution

As a solution for this problem, I will make sure to provide all the nurses working in the hospital with diversity training. It is important that I sit down with the nurses and make it clear that discrimination will not be tolerated while they are working in our hospital. I can also offer every patient visiting the hospital with a survey. The patient can fill out the survey to let us know how they felt about their stay. Nurses who’ve been accused of any sort of discrimination, will have to speak with management. We would keep these incidences of discrimination in a file, and it the dilemma does not change, I would have to begin writing up the nurses. Discrimination would not be tolerated while the patient is in the hospital trying to recover from a medical condition. I would also recommend Penny and Ruth write an official letter of apology to the Wiccan patient before she decides to go to the media. Writing the official letter of apology would be my first recommended solution to Penny and Ruth, so that the patient does not feel unwelcomed to our hospital’s services in the future.

Evaluation

If there are enough surveys to prove that our medical treatment is getting better and there are less patients coming from the patients about discrimination, then I would know that the instances of discrimination have stopped. The goal is to aid in the medical recovery of patients. Patients must also feel welcomed to our hospital services despite their identity. By getting fewer, or even better, no discrimination complaints, I would know that my diversity trainings and meetings have worked.

Answer 1

Background Statement

The management of peak performance health and wellness club has received several complaints about an unidentified male club member allegedly masturbating while using equipments in the club.During a morning session , a young women suddently comes to the personal trainer, Jim Robert and reports about a man masturbation on stationary bike.Jim calls the man over absideand politely ask about the act.when the member refused his wrong behaviour ,Jim got frustrated and directly asked " we're you masturbating? Hearing this member hmgot omdefensive and later he was taken to GM.There the same pattern ofquestioning followed. Later GM told that ,the membership of the member will be suspended to the period of investiagation.Lateron request of man,GM assured that a personal email will be sent to the member regarding the conclusion of investigation.Later statement wer taken from 2 female members.

Major Problems amd Secondary Issue

Major issue is " naming the behaviour" as it is very sensitive and personal.The secondary issue is that it will make people look down on your club.

Organisation strengths and weakness

As a GM , I can hold a meeting with the staffs in the club and also ask for an investigation when such issues happens.Also the accused can be suspended to the period of investigation.This will help the staff to understand such cases in future. The weakness is that the issue is sensitive as it involves the provacy of member.and should handled with almost care. The trust of the member involved in the incidence and how other members look at this member when he returns to the club should also be considered.

Alternatives and recommended Solution  

As a solution to this problem I will make sure a proper history about the members in the club before joining will be carried out.It will be stressed and comunicated to the members of club that such kind of behaviour will not be tolerated and strict disciplinary action will be taken.We should keep such incidences in record for future reference.

Evaluation

If I am getting less complaints and emails on such behavioral problem, then I would know that members with such behaviour problems are not there in the club.And if there is an increase in the number of people joining the club after the incidence has increased, I would know that the reputation of the club is good among people.