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ISM LEAD Exam - Topic 2 Question 28 Discussion

An employee who has been competent and reliable in the past suddenly exhibits erratic behavior and makes mistakes which could have a serious impact on the department as well as the company. The department supervisor learns that the employee is trying to cope with extraordinary family challenges. Given this situation, which of the following is the BEST course of action for the supervisor to take?
B) Refer the employee to the company's employee assistance program
A) Remind the employee of the firm's expectations and consequences of failure
C) Retrain the employee in any areas of weak performance
D) Document performance problems and begin the termination process

ISM LEAD Exam - Topic 2 Question 28 Discussion

Actual exam question for ISM's LEAD exam
Question #: 28
Topic #: 2
[All LEAD Questions]

An employee who has been competent and reliable in the past suddenly exhibits erratic behavior and makes mistakes which could have a serious impact on the department as well as the company. The department supervisor learns that the employee is trying to cope with extraordinary family challenges. Given this situation, which of the following is the BEST course of action for the supervisor to take?

Show Suggested Answer Hide Answer
Suggested Answer: B

When an employee exhibits erratic behavior and performance issues due to extraordinary family challenges, the best course of action for the supervisor is to refer the employee to the company's employee assistance program (EAP). EAPs provide confidential counseling and support services to help employees deal with personal problems that might affect their work performance. This approach demonstrates empathy and support for the employee while also addressing the underlying issues that may be impacting their job performance.


Dessler, G. (2013). Human Resource Management. Pearson Education.

Armstrong, M. (2009). Armstrong's Handbook of Human Resource Management Practice. Kogan Page Publishers.

by Lenna at Aug 01, 2025, 02:12 PM

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Art
9 months ago
Documenting issues is important, but termination seems harsh right away.
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Kanisha
9 months ago
Surprised that retraining is even an option here. Seems too lenient!
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Ma
9 months ago
But what if they keep messing up? We can't just ignore it.
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Nobuko
10 months ago
Totally agree, they need support, not threats!
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Peggie
10 months ago
I think referring to the employee assistance program is key.
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Edmond
10 months ago
I keep thinking about how documenting performance issues might lead to termination, which feels harsh given the circumstances. I hope we can find a better solution.
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Julian
11 months ago
This situation seems similar to a case study we did on employee support. I think option B makes the most sense, but I wonder if retraining could help too.
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Lyda
11 months ago
I'm not entirely sure, but I feel like just reminding the employee of expectations might not address the root of the problem.
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Carin
11 months ago
I remember discussing how important it is to support employees during tough times, so I think referring them to the employee assistance program could be the best option.
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Francine
11 months ago
Whoa, this is a tough call. I don't want to jump straight to termination, but the employee's mistakes could really impact the company. I'll need to review the details carefully.
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Sophia
11 months ago
Okay, I've got this. The best approach is to refer the employee to the assistance program - that way we can support them while also maintaining performance standards.
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Kasandra
11 months ago
Hmm, I'm a bit unsure about this one. I want to be fair to the employee, but also need to protect the department. I'll have to think through the potential consequences of each choice.
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Ronnie
12 months ago
This seems like a tricky situation. I'll need to carefully weigh the options and consider the employee's personal circumstances as well as the company's needs.
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Pearly
12 months ago
B seems like the best option. Tossing someone out the door when they're going through a hard time is just heartless. Where's the compassion?
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Angella
1 year ago
I'd go with B as well. Coping with family issues can be really tough, and the company should try to be understanding and offer assistance.
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Ozell
8 months ago
I think B would help the employee get back on track.
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Ilene
9 months ago
Definitely! Family issues can really affect work.
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Vashti
9 months ago
I agree, B is the best choice. Support is crucial.
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Krissy
10 months ago
Yes, offering help shows the company cares.
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Oretha
1 year ago
I agree with B. The employee has been reliable in the past, so the company should try to help them get through this personal challenge.
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Theola
1 year ago
A) Remind the employee of the firm's expectations and consequences of failure
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Paola
1 year ago
Definitely B. The company should provide support and resources to help the employee during this difficult time. Termination should be the last resort.
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Kallie
1 year ago
A) Remind the employee of the firm's expectations and consequences of failure
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Laurene
1 year ago
I think the best course of action is to refer the employee to the company's employee assistance program.
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