Sue has worked from home for four years, taking phone orders for a national catalog retailer. Sue feels unappreciated for her efforts and detached from the management and coworkers. In the past, Sue had been very efficient, responsible, punctual, and reliable. Lately, however, her performance has faltered. The quality analyst who is monitoring her calls finds that she is not selling the new additional products as is required of her. Using the concept of stroking, how can Sue's supervisor motivate her to increase her productivity and job satisfaction?

Answers will vary. Sue's supervisor can tell Sue how much he appreciates her years of service and good work. He can also listen intently to her while she is expressing her frustration and ask specifically what hinders her from selling additional products. By paying more attention to her needs, the supervisor may make her feel more appreciated. Moreover, the supervisor can empower her to be a better salesperson by explaining the rationale for the new offers and listening to her input about them. He can include her in strategy development to make her more willing to sell.