Behavior Grid Analysis

Analysis of Marc Gaetano Interview of Mrs. Lupien

The call to arrange an interview with Mr. Lupien by Marc Gaetano resulted in his discovery that Mr. Lupien has died the previous day. I believe he should have ended the call by saying he was Mr. Lupien's financial advisor and he would call back at a more appropriate time. Instead, Gaetano talked to Mrs. Lupien who is effect is a "new" client. Despite Mrs. Lupien's emotional state of grief, Gaetano spontaneously says, "It's a good thing we didn't cancel his insurance last week." This creates higher levels of emotion in Mrs. Lupien, understandably, and is information that is irrelevant and poorly timed at this point in time. Gaetano tells Mrs. Lupien to "call him" if she needs anything and then waits two weeks before contacting Mrs. Lupien to arrange an interview. I think two weeks was too long to wait considering the situation, and Mrs. Lupien was extremely hesitant about the necessity of such a meeting. Gaetano assumes when Mrs. Lupien asks if the office is easily accessible that she is talking about "parking" � an assumption that will cost him much at the time of the interview. Gaetano does a poor job of preparing for the interview in the sense that he infers things about Mrs. Lupien and does not realize the scenario will be one of conflict. He should know this from her emotional demeanor, her tone of query during the phone conversations, and descriptions of h

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observation skills make him miss the fact that when she arrives she was extremely upset that the security guard would not listen to her about not needing assistance. By the end of the interview, instead of asking her is she would like him to push her chair to the elevator Lupien does so on his own. She rebuffs this move as well but does allow him to accompany her to the taxi. She is sarcastic and hostile in her reply even to this, and her instructions to Gaetano at the taxi for the driver show she treats people as harshly as Mr. Lupien had informed him in their final interview. She also makes reference during the interview to the fact that she survives by removing as many obstacles as possible. She says that "A generous tip sometimes helps with that." Mr. Lupien has already informed Gaetano that his wife's new lifestyle habits since the deterioration of her health are ones that cost more than they can afford to cover on their present level of income. Inexplicably, Gaetano is armed with this information but he does not use it wisely. Instead of informing Mrs. Lupien that her wishes to keep things the same were exactly those of her husband's, including finding ways to increase their monthly income. Perhaps Mr. Lupien never

Category: Psychology - B