The problem from the stand point of Andre is that Shaheen is constantly late, is not learning the computer program quickly and is disruptive to other workers. Her tardiness adds more work to his plate because he must cover her phone calls, and her inability to learn the computer program causes her to put customers on hold as well as bothering other workers to explain things to her constantly.
             The first thing that Andre should do is sit down with Shaheen and find out why she is constantly late, whether she has valid reason or whether she simply doesn't have the motivation to arrive on time. If she genuinely wants to be there, and has valid reasons for tardiness, a strategy should be developed to see what can be done to alleviate her problems, such as having a having a car pool drive her kids to school and allowance for her to be late when it's her turn to drive the car pool.
             Secondly, they need to determine what her difficulties are in regards to the computer program; what doesn't she understand and what more information does she need to be able to understand it. Then, if it seems she has the ability to learn the program with proper training, he should either set up a time when he himself or one of her co-workers can train her on the computer program.
             He needs to also stress to Shaheen what her good points are; handling the customers well, being contentious. Also needs to put aside his preconceptions of her being able to pick things up quickly, he hasn't spent an adequate amount of time training her. He should also have a conversation with other staff members and explain to them that she hasn't had the proper training that they all had, and ask them for help training her if he is too busy. Remind them of when they we all new and had to go through the training process. Then they should agree on a time frame when they will review how these changes are going.
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