Caffeine and Crullers general manager Jane Sutton noticed that some six-month personnel review ratings were disproportionately high. The ratings seemed especially high in the accounting department. In recent months, she had seen mistakes in reports and incorrect balance sheets, so she knew there were accountability problems. She wondered why CFO Carlos Hernandez was not giving people proper feedback. She called Carlos in to talk it over with him. "We have some problems here. You are rating your people too generously," Sutton said to him.
Hernandez responded immediately, "Are you saying I'm not telling the truth?"
Jane pulled back and remarked, "I'm not saying anything like that."
Carlos continued, "But you have to be nice to people, you know, otherwise they won't work hard."
"Yes, that is true," Jane said, knowing she had a problem that had to be solved; otherwise, it could cause morale problems in the other departments.
If you were Jane, how would you have handled this differently?