Problem: Jen has worked for the company for 10 years as a call centre operator. On several occasions he has been counselled by her manager about being more polite in her calls with customers. After a recent incident with a customer, Jen was called to a meeting with the manager. She was told the meeting would be disciplinary in nature and that she should bring her shop steward. The manager played the tape of the customer call for Jen and you (the shop steward). He advised Jen that her words and tone were rude and that she was being given a one-day suspension. Jen was told that in future she had to be more polite to customers and that if she had difficulty with particular customers she was to transfer the call to the manager.