REFLECTION 1Debbie

Glenfield

Negative Account Balance HUH ??? WHAT HAPPENED?

Damage Control FIND ERROR TELL

Take Action APOLOGIZE EXPLAIN & OFFER

SOLUTION

Apologize and Pay up

Reflection 2

LaNiece’s Viewpoint

Broke & Busy Mom

Check Account for Damages

Call Bank and Explain

Arghh! Busy Day Turned Hectic!

PAID TOO MUCH!

Reflection 3Management Concepts

MOTIVATION CONTROL

External Motivation

Internal Motivation

Tactical Control

Continuous Process Improvements

REFLECTION 4Self Evaluation

Self EvaluationIMPULSIVE

Lessons Learned

Take Tactical

Control

Understanding Situation

Improvement