What will make the user happier using this than another product.
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Tend to emergency medic staff to find out about accident in bathroom, apologize to people about delay with the tour, tend to the resident and his/her needs, phone the missed call and apologize for the delay. This answer she didn't like...answer was to tend to resident's needs first...but I thought this was less logical if the accident could have been a fall in the bathroom and very life threatening.
I spoke to the employee a few times and documented the conversations. I put the person on a performance plan. However, in the end the actual termination was handled by HR with me sitting in on the process.