Real-Life Decision Making
"As a secretary, you are always the first person to meet those who have
come to see your executive," says Marilyn Halsall. "But because executives
are busy and many times not available unless an appointment has already been
set up, you often have to turn people away -- and that can become sticky."
Based on the morning you're having working as a secretary for the president
of an oil and gas company, Halsall's words ring true.
However, it started like an average day. After arriving and greeting your
boss, you took dictation on a letter, wrote the letter, filed some reports
and then sorted the day's mail. When sorting the mail, you read each letter
carefully to determine which letters to file and which ones to mark as action
items requiring a response.
"The secretary is the person who sees everything, including all the mail
going in and out, so it's important to read and be perceptive to see what
needs a response," says Halsall.
While you performed these duties, the phone rang a few times, two people
came by who had appointments to meet your boss, and then your boss left for
a 10 a.m. meeting. He said that he thought he would be back in the office
sometime in the afternoon.
Now you are busy, but not swamped, and everything is going
smoothly until a man storms into your office and demands to see your boss.
You tell this man that your boss is unavailable until sometime this afternoon,
but if he wants to leave a message you'll make sure that your boss receives
it.
However, the man is upset and says he doesn't want to leave a message,
he wants to see your boss immediately. Realizing that this man is angry and
in such a state that it would be difficult to reason with him, you suggest
that perhaps you could help him if he can explain to you why the matter is
so urgent.
The man is an angry farmer who wants a well that was built on his land
by your company without his permission removed. Then he claims he won't leave
your office until he speaks to your boss. He stands at your desk awaiting
your response. What do you do?