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Business Case Studies on Personnel Issues
Issues with (former) military personnel

Changing protocols

We hired a former military person who had a difficult time learning how to answer phones in accordance to our company's process. He used the military style of answering phones: "Good afternoon sir/ma'am, this is __." He could not break this habit to answer according to our company's process.


My experience with former military personnel is that they can be results-driven. Depending on the type of job, they can be either one of your best employees or they run over their co-workers.

Constructing a case study

To use a scenario as the basis for a case study, assign names to the characters and add information about the type of business. You could combine elements of various scenarios to present a more complex issue. Prepare questions for your students; here are some examples:
  • What would be the effect of the employee's actions on customers?
  • What would be the effect of the employee's actions on co-workers
  • How should the boss respond?
  • What could the boss have done differently?
  • What could the employee have done differently?
  • What do you think is the best outcome?
  • How does this case study affect your understanding of the workplace?