1 Part 1 Critical Incident s Critical Incident 1 - 1 The Opportunity of a Lifetime? Questions for Discussion 1. Evaluate the offer made to Randy Harber. Do you agree that this is the opportunity of a lifetime? Why or why not? Students’ answers will vary. The new project poses a great opportunity for Randy Harber, but it may also have loopholes. There might be problems (language, culture, living conditions, and policies ) associated with this project that Randy may not be able to handle. Students can make a list of the advantages and disadvantages of being posted to a job abroad. Family issues may also be considered. 2. What factors should Harber consider, and how should Harber evaluate his career options? Students’ answers will vary. However, some students may suggest that Harber should consider how his family would feel about shifting to a whole new place. He should weigh the pros and cons of moving . He should also try to figure out a way in which he could stay and still manage to get a promotion. If he is going to take up the offer, he should be prepared for the project and should also be able to manage his family. 3. If you were Randy Harber, what would you do and why? (Before you answer these questions, you may want to check some Web sites to get information on Liberia ’s history, economy, business and governmental practices, policies, culture, language, and living conditions.) Students’ answers will vary. Students should look up various W eb sites and make a list of things that an employee should be prepared for before taking up a job in Liberia . All countries do not have the same culture, practices, policies, language s , and so on . The employee should be able to meet all the expectations the job demands and should also be familiar with the rules and regulations of Liberia . Critical Incident 1 - 2 Government Brings Reality Close to Home 2 Questions for Discussion 1. What external forces could impact the future of Franklin Hinton’s fast food business? Students’ answers may vary. External forces such as media reports influencing fast food employees , pressure created from competitors, and employ ees wanting to join labor union s may affect Hinton’s fast food business . Also, s tudents at the local university seemed always to be willing to join any type of social or political protest, which may cause unwanted negative publicity and a potential for losing business. 2. Franklin needs a plan for future success. Define planning as it relates to his business. How will an effective plan help him and his employees be more effective in providing quality service to customers? Students’ answers will vary. Franklin needs to strategically plan for crisis management. An effective plan will help keep things cordial between Franklin and his employees, and if the employees are content, then the service provided to the customers will be of good quality. Franklin must conduct a market res earch and also find out how other franchises are dealing with this kind of a problem . He should monitor the external environment for forces that are beyond the control of the business that could affect its long - term performance. He could involve his employees in the process of find ing a practical and feasible system to follow. He could also research other ways to increase the business’ s revenues. 3. Regardless of the situation, employees must understand fully the mission and vision of the company. What do you suggest that Franklin might do to help his employees be the best they can be? Students’ answers will vary. Effective strategic planning usually begins with the development of a mission statement that reflects the philosophy and purpose of the organization as defined by its top leadership. The vision statement should reflect the firm’s core values, priorities, and goals, which can be translated into concrete plans and actions. Franklin should have regular meeting s with his employees , communicate with them about the issue , and as k them for their point of view. He should develop and initiate strategic initiatives that support the company’s mission and objectives . He should be able to clarify all their doubts and thus maintain the trust and rapport he initially had with them. 4. In your opinion, if the minimum wage in your state is increased to $10, $12, or $15 an hour, what impact will it have on the fast food industry? Will an increase in the minimum wage have an impact on customer service or quality of product? Discuss. Students’ answers will vary. If the minimum wage in the state has been increased, fast food industries will have to double the wages . This would creat e an increase in the 3 menu prices , which would result in financial disaster. And if the wages are not met, employees may quit the company , and this would lead to a disproportionate staff and work ratio. A change in the minimum wage would lead to an increase in the supervisory salaries. Also, if the minimum wage is not met , the employees may not provide good - quality customer service , and there may be a decrease in the quality of the product offered. 5. What should Franklin do to prepare for the possibility of a union attempt to organize his employees? Students’ answers will vary. Franklin should plan in advance before crisis strikes. Unions are usually formed because the management fails to respond to employee s’ needs effectively . Franklin must cater to his employees ’ needs and sort issues out among employees from the very beginning to avoid later confusion. He should monitor employee behavior and be sensitive while communicating with them . 6. If you were Franklin, how would you deal with the uncertainties that could impact the future success of his business and employees? Students’ answers will vary. Planning for the unthinkable (crisis management) is important. The external environment should be constantly monitored for forces that can impact the future success of a business and employees. Regular meetings and the implementation of policies, strategies, and procedures to ensure that the business provides its best performance is of key priority. Dealing with day - to - day issues that could be a hurdle to the business’ s success will help maintain a balance when uncertainties arise. Analyzing problems and developing the best alternatives can help deal with issues more easily . Food For Thought Question 1. On e of the toughest jobs for supervisors is how to handle worker complaints, particularly when it deals with compensation. In Chapter 14, we discuss resolving complaints. After reading the ideas in Chapter 14, what suggestions do you have for Franklin regarding how he might deal with workers’ complaints about their challenging jobs and minimal pay? Students’ answers will vary. Franklin should develop and use a complaint procedure — a management - designed series of steps for handling employee complaints that usually provides for a number of appeals before a final decision . He should also research the trends in other companies for resolving complaints. Some companies have offered their employees assistance in processing complaints by providing a neutral person or a counselor to serve as an intermediary. Buoyed by several recent court decisions, some large companies have instituted mandatory complaint - resolution procedures whose final step is private arbitration. The importance of the supervisor’s handling of 4 employee complaints at the first step cannot be overemphasized. Open and frank communication between all parties is usually the key element in amicable resolution of a problem. Some major guidelines for supervisors to resolve complaints include the following: make time available, listen patiently and with an open mind, distinguish facts from opinions, determine the real issue, check and consult, avoid setting precedents, exercise self - control, minimize delays in reaching a decision, explain decisions clearly and sensitively, keep records and documents, and do not fear a challenge. Critical Incident 1 - 3 What t o Do w ith a Druggie? Questions for Discussion 1. What are the issues in this critical incident? The main issues in this critical incident are that the economy showed no signs of recovery and Mike Pearson’s company’s sales were down about 10 percent, and the bottom line was less than 3 percent after taxes, the lowest level in the history of the company, Pearson Construction . Mike Pearson (Pearson’s CEO) and Pat Watts ( Pearson’s HR director ) fired Donald Summer for violation of Pearson’s drug policy. Donald asked if they would reconsider him if he got clean and Mike and the HR director basically said, “We will have to see when that time comes.” When the time came, Donald asked to be reconsidered but was not accepted because the company was completing and thus ending a $130 million hospital project . Donald was also told that w ith the current poor economy, they were forced to lay off over 100 employees . Donald swore to sue them, and Mike and Pat wondered if they had made a mistake. 2. Did management do the “right thing” in firing Dona ld Summer for his actions? (i.e., testing positive for cocaine and oxycodone?) Why or why not? Students’ answers may vary. The management did the right thing in following the company policy and firing Donald for his actions. If they let this fault go unnoticed, then the other employees may take advantage of the system and hold this case as an example to get out of their problems . By firing Donald, the company show ed strict regulation and adher ence to company policies without exception. 3. What things might management have done before taking the disciplinary actions they did? 5 Students’ answers may vary. The management shouldn’t have given Donald false hopes that he would be employed by them again. They should have had strict regulations that all employees we re required to follow without exception. They could possibly have had regular tests to keep a tab on their employees. On finding certain cases, they could have rep rimanded and thereafter kept a vigil over the employees found to be at fault . 4. In today’s diverse environment, did management treat Summer ethically? Students’ answers may vary. Some students may agree with the management’s treatment of Summer and say that i f they had not taken this action , then it could be taken advantage of by others in future . Others may say that a lthough today’s environment is diverse, care should be taken while formulating rules. Rules shouldn’t be so strict that an employee is not able to work comfortably . However, rules should be feasible both to the employer as well as to the employee. 5. What role, if any, should “reasonable accommodation” play into the decision that was made? Students’ answers may vary. The management has two options: either to fire Donald, or to reasonably accommodate him since he was a long - term employee. By firing the employee, they might receive an unnecessary lawsuit and may face other company issues. By reasonably accommodating, which would be considered an easy way out in this case , the management could avoid the unwanted law suit against them. It would then be a win - win situation for both the company as well as the employee. 6. Is there any way that Summer’s actions are protected by the law in your state? Students’ answers may vary as d ifferent states have different laws with respect to Summer’s actions . 7. In 50 words or less, highlight what you learned from this Critical Incident. Compare your findings with those of three or more classmates. Is there a difference? Students’ answers may vary. Students’ answers may include that t he company could have reasonably accommodated Summer to avoid getting a lawsuit on their hands. If they fired him , they would have to deal with the lawsuit and at the same time take care of the other issues the company was facing. Also, the company should have foreseen the possibility of such incidents and devised a plan to take care of them . Critical Incident 1 - 4 Black Friday: An Illusion o r Reality ? 6 Questions for Discussion 1. The planned elimination of jobs by Community Health Care Center will have a profound effect on employee morale. What would you recommend to the management of Community Health Care Center to minimize the impact of the downsizing on employee morale? Students’ answers may vary. The manner in which the HR department deals with those whose jobs have been eliminated and those who have survived is strategic to the success of employee morale and job productivity. I t is important for the HR to know what is circulating in the grapevine at all times and to correct the gossip that is potentially eroding employee morale. Having empathy and concern for those who were fired and for those who remain is important . It is the HR’s responsibility to provide as many outplacement services, options, and entitlements as possible to assist those who will be seeking new employment and to physically and emotionally assist those employees who have survived the strain of doing more with less. 2. Using the Internet, find ways to identify what other organizations have done to soften the blow on their eliminated employees. Students’ answers may vary. Students may include the followings points in their answers : the HR of a company could m e et with all supervisors to explain the situation in de tail and the depth of the cuts. It should be communicated that the cuts are deep and vast and that all employees would be potentially affected. Communicating before the news is broke n would have prepared the employees for this harsh reality and for some, softened the blow o f the elimination of their job or the opportunity to retire. M atch ing the way the message is conveyed to the motivational style of the employee (positive or negative) is another method to soften the blow . Students may also mention that being compassionate, laying out the facts, and providing career counselling are also important factors in softening the blow on an organization’s eliminated employees. 3. Review the previous chapters and make a list of six things that Community Health Care Center could do to empower the remaining employees to be the best they can be. Students’ answers will vary. However, the f ollowing points may be included in their answers . I nvolv ing employees in the decision - making process of the company empower s them. Appreciating the remaining employees , keeping a tab on their work , and giving feedback on their projects helps maintain a connect ion between the management and the employees. Having regular meetings and keeping employee s up to date with the policies of the company make s them feel valued by the company. Training and development activities help employees reach their potential. Cross - training is also important as an employee’s ability to perform a variety of tasks makes him or her more valuable and able to assume additional responsibilities in the future . 7 4. Using the Internet, find at least three sources to discuss the problems that organizations will face in developing effective teams and empowering employees for success when the work culture and the economic environment create stress that might impact employee performance in the workplace. Identify some strategies that management might use to help the survivors at Community Health Care Center keep their lives under control and do what is best for the patients. Students’ answers will vary. The management can brainstorm and use strategies such as preventive care and regular check - ups so that the survivors can keep a check on their own health and in turn manage the patients in a better way. The management must supervise each department to monitor its progress. A supervisor should be present so that the survivors can talk to him if they have any problems related to work. 5. What would you recommend to Inna Genova to ensure that her job is not eliminated? Students’ answers will vary. Inna can talk to her supervisor to find out what the criteria is for an employee to be eliminated. She can then work out a way to be reasonably accommodated as she has been a loyal employee in the company for three years . H er degree in nursing cou ld also be an advantage to her as i t proves that she has the necessary skills for the job. Critical Incident 1 - 5 I Need to Make a Difference! Questions for Discussion 1. What are the benefits for Luisa Chalfant to belong to a labor organization? Students’ answers will vary. The purpose of labor unions is to protect the rights of all workers. These rights include the right to work; health care; retirement security; safety and health at work; balance of work and family; education; civil, human and women’s rights; and immigration. 2. What role did Luisa’s early leadership style have on her employees’ unwillingness to follow her direction? Explain your answer. Students’ answers will vary. Luisa was more authoritarian in her approach initially. This supervisory style relies on formal authority, threats, pressure, and close control . A supervisor alone cannot make all the decisions necessary to run a department. She should have taken a more participative approach. 3. Why do you feel Luisa’s new style did not have the impact that she thought it would? 8 Students’ answers will vary. Some of them may say that it would take some time to gain the employees ’ trust . She should consistently use the participative supervisory style for favorable results. 4. What suggestions would you make to Luisa to help her get her employees to do a better job? Students’ answers will vary. Many supervisors get themselves into trouble by making hasty decisions without following all the steps in the decision - making process. During any stage of the process, if supervisors tell other people that they “will get back to them,” the supervisors should state a specific time and act within that time. When supervisors fail to make decisions or to give feedback to other people by the specified time, they may sacrifice trust. A supervisor must also learn to recognize how changes affect different employees and observe how individuals develop patterns of behavior that serve as barriers to accepting change. These are some points that students may include in their answers. Critical Incident 1 - 6 The Best o f Philanthropist Bill Gates Questions for Discussion 1. Across the country, public education is struggling. What are some solutions that the Gates Foundation is looking at to provide the inner - city student and the suburban student with equal educational opportunities? Students’ answers will vary. The Gates Foundation support s educatio nal advocacy groups. Gates spent billions of dollars in New York City schools behind the drive to get rid of seniority in layoff decisions (LIFO or last in first out). This would enable principals to layoff any teacher through test scores or other criteria and later hire another teacher of their choice. The Gates Foundation also supports educational “crisis” situations through technological solutions. They were the reason data driven classroom s started to function. In this process, computers categorize teachers in line with their students’ test scores. This is done on a daily basis at the disposition of administrators . 2. How does the Gates Foundation focus to reduce death rates in children? The Maternal, Newborn & Child Health program , an initiative by the Gates Foundation , works to increase the coverage of technologies, treatments, and interventions to ensure that the newborn and the mother stay healthy during childbirth and after. They collaborate with governments, the United Nations, various agencies, nongovernmental 9 organizations that conduct programs related to integrated delivery, family planning, nutrition, prevention of diseases , and so on. They also reach out to community - level healthcare providers to bring about awareness and help them make advancements in their use of technology. The foundation work s toward the removal of pneumonia, a prevalent disease in childhood, by investing in treatments and vaccines. The Bill & Melinda Gates Foundation also funded a leading nonprofit children’s development and relief organization called ‘Save the Children , ’ which is aimed at reduc ing the deaths of newborns . They received a $50 million grant. 3. Discuss ways that that the company you work for might encourage its employees to engage in volunteerism and philanthropic organizations? Students’ answers will vary. Companies can take inspiration from the Gates Foundation and various other foundations like the Eli and Edythe Broad Foundation, the Walton Foundation , and the Michael and Susan Dell Foundation and try to incorporate some of their strategies. They could research some of the agencies and organizations that conduct programs to improve the living conditions of the poor and to provide funds to them. 4. What should Bill Gates do to develop and encourage Satya Nadella in his new role as CEO of Microsoft? Students’ answers will vary. Bill Gates could give Satya Nadella an overview of the challenges and problems he overcame while working as the CEO of the company . He could give him a few example s of his work and support Nadella in understanding the system and judging what not to do in certain situations . 5. If you were the gatekeeper of your organization, what did you learn after reading about Bill Gates that might help you be the best you could be? Students’ answers will vary. Being a gatekeeper requires an individual to make complex decision s , conduct research and choose the best alternative, set agendas, and control and handle different project s at once. Along with all of these tasks, it is important to give back to the society. Gates’ example should help students understand the various strategies implemented by him in different situations. 6. If your grandparents had bought you 10 shares of Microsoft stock when you were born and the dividends were used to purchase more stock, how much would that investment be worth today? Students’ answers will vary. Depending on his or her year of birth, the student would need to analyze the Microsoft stock over the past few years and evaluate the current market condition as well . 10 7. What impact will the lay - off of thousands of employees have on Microsoft’s image? Students’ answers will vary. Microsoft decided to lay - off a thousand employees in 2014, and it was not received well . Microsoft honcho Stephen Elop’s way of announcing it with a memo was not exactly what the employees expected. There were both positive and negative criticisms toward Microsoft’s big change. 8. If one of your best friends was one of the laid - off Microsoft employees, what suggestions would you give to him or her to find a job in today’s job market? Students’ answers will vary. One of the first things that a person needs to do is network. The reality of finding employment with the same benefits, opportunities, etc., is a challenge; he should network with everyone in his professional, social, community, and personal netwo rks. Many jobs are not posted online , and it is only through word - of - mouth or employee referral that some positions are known. Next, he will need to take advantage of all outplacement services and entitlements offered by his company ’s human relations department. While l ooking for a job , the individual will need a positive attitude and a willingness to take risks and embrace new and different opportunities. 1 Part 2 Critical Incidents Critical Incident 2 - 1 It’s Not Where You Start but Where You Finish: The Life of Oprah Winfrey Questions for Discussion 1. Go online and find at least two sources that will give you additional information about the “Life and Legend of Oprah Winfrey.” Students’ answers will vary. They can get additional information about the “Life and Legend of Oprah Winfrey” by referring to the websites given below: • http://www.achievement.org/autodoc/page/win0bio - 1 • http://www.heraldsun.com.au/ipad/the - legend - of - oprah - winfrey/story - fn6bn9st - 1225961687619 2. If Oprah came into your classroom, what questions would you ask her? Students’ answers will vary. They may ask her questions about the kind of challenges she faced in her childhood. Students may also ask her to give examples of how she overcame those challenges , what motivated her, and what advice she has for the youth of the nation. 3. What responses do you think she would give to your questions? Students’ answers will vary. Her response might include examples from her past , her struggles , and also people who she drew inspiration from. Her response may revolve around these components: education, prayer , and support from her family members and the church community. 4. Some of Oprah’s educational causes have been in other countries. If you were to ask her to explain how she became involved in those situations, how do you think she would respond? How would her answer help you as you journey through life? Students’ answers will vary. Their answers should include Oprah’s views on the importance of education. Students may suggest her desire to promote education which is a tool for empowerment of the poor. They may also research online and list a few programs that have had Oprah as a major contributor. Students could receive important pointers on the journey 2 of their life by drawing inspiration from her experiences. 5. How do you think Oprah would respond if you asked her what she learned about leadership and managing others from working on national TV versus having her own station? Students’ answers will vary. They should point the differences between working on national TV and having one’s own station. Students should also highlight the advantages and disadvantages of working on national TV versus having one’s own station. They should keep in mind that t he level of freedom reach one gets while working on national TV and a personal station varies. 6. Food for Thought: Lupita Amondi Nyong’o won the 2014 Academy Award for Best Supporting Actress for her role in 12 Years a Slave . She thought about becoming an actress after seeing Whoopi Goldberg and Oprah Winfrey in The Color Purple . Visit your local video store and get a copy of 12 Years a Slave or The Color Purple . After reviewing the movies, answer the following questions: (a) In what ways were some of the people ruthless? (b) In what ways did the actress correctly use the various communication and supervisory techniques discussed in the first eight chapters of this book? Students’ answers will vary. If time permits, i nstructor s can make arrangements for an overhead projector for the students to watch the movie in the classroom . Critical Incident 2 - 2 Ethical Expense Reporting Questions for Discussion 1. Why would Kristy have shared with Ron the information she did regarding putting personal expenses on her business trip report? Students’ answers will vary. Kristy would have shared the information with Ron considering the business trip that Ron was planning . Since Kristy had just returned from the business trip, she would have thought that the information might help Ron. Also, being aware that what she did was unethical, she would have given the information to encourage Ron into doing the same. This would not h urt her morale. 2. What are some of the ethical issues facing Ron Bush in this situation? Students’ answers will vary. Ron Bush knows what Kristy did with the reimbursement of the 3 business trip expenses. Since Ron is reporting to Kristy, he might resort to adding non - business expenses that he incurred on the business trip for reimbursement . 3. What are the possible benefits and the consequences of Ron’s taking the actions that were modeled by Kristy? Students’ answers will vary. Ron might save some money by taking actions that were modeled by Kristy. But th ese actions might be unethical as Ron knows that only “business - related expenses” are reimbursed by the company. Also, since Ron is reporting to Kristy , his actions might affect the relation between him and her. 4. Put yourself in Ron’s shoes. What will you do to solve the problem at hand? Students’ answers will vary. Their answers should be based on whether they would submit all the expenses incurred during the trip to the company. Students should mention the reason why the y decided on a certain thing. Most of them would say they would not submit the expenses. I nstructor s should encourage the students to think of a practical solution to the problem at hand. Critical Incident 2 - 3 Supervisory Humor Questions for Discussion 1. What are the challenges facing the leadership of Software - n - More? Students’ answe rs will vary. One of the challenges the company faced was coordination between the 300 employees spread over five states. It was also having a tough financial time , as the customers were moving to mass ma rket chains and to e - retailers. T he company was being hard hit by hackers in the last few years. The company’s r estructuring that w as required due to the h 0 ard times in retail m arket w as also a cause of concern. 2. Was Don Fitzgerald’s “The Chopping Block” just a bit of humor to improve morale, or was it a serious breach of a supervisor’s responsibilities? Students’ answers will vary. Some of them may say that f rom Don Fitzgerald’s perspective it might be a joke, but others might see it as unprofessional and inappropriate. It’s a serious breach of a supervisor’s responsibility as Don did not consult higher management for any approval for “The Chopping Block.” Don failed to exercise good supervisory power. He 4 should have kept in mind that such humor would be a potential threat to the company as it could result in lawsuits by individuals who felt they were ridiculed or defamed. 3. Evaluate the general positions as stated by each individual in this critical incident. Which of them do you find the most and the least credible? Students’ answers will vary. D on Fitzgerald considers “The Chopping Block” as good humor , and it might not affect anyone ’s sentiment . Even though his intentions were to bring up employee morale , being a supervisor, he should have consulted the top management. President Swan and Chandler Mane both agree that this type of humor is not acceptable. 4. Evaluate the alternatives available to Chandler Mane . Students’ answers will vary. Chandler Mane could take disciplinary action against Don . Don could be demoted, fired, or given a warning (written or oral) . Reduction of pay and counselling can be considered too. 5. If you were Chandler Mane, what will you recommend to President Swan, and why? Students’ answers will vary. Their answers , to some extent, will be based on the answer to the previous question. Chandler Mane may recommend that Don should be given a second chance before taking any harsh actions against him. 6. What are the key lessons you learned for this Critical Incident? Students’ answers will vary. Two key lessons that can be learned from this Critical Incident are : • Everyone has their own perspective on things. • One should consult or approach higher authorit ies before taking decisions . 7. Food for Thought Question: In a troubled economy , what can managers do to motivate their employees to continuously improve? Students’ answers will vary. I n order to motivate the employees, managers should engage in activities that is accepted by everyone. They should appreciate the work that the employees have accomplished. Managers should also consider the grapevine , as it will be filled with rumors and half - truths. It’s important for them to know what is circulating in the grapevine at all times and correct the gossip that is potentially affecting the employee s . Critical Incident 2 - 4 5 What Motivates Callie? Questions for Discussion 1. What do employees such as Callie Michaels w ant from work? Students’ answers will vary. Employees such as Callie Michaels want recognition and job satisfaction from their work. They want to be valued for their efforts and contributions to the organization. Expectancy theory suggests that employees will be motivated if they perceive links between their efforts and performance and between their performance and rewards. 2. Evaluate Highland Golf, Tennis and Ski Resort’s employee recognition program under the previous ownership. Students’ answers will vary. Under the previous ownership, e mployee morale was at an all - time high; employees were friends, revenues were up, and job security was strong. Employees felt that they were working in a “family - friendly” environment. They had a voice in their working conditions, and benefits were based on employees’ needs, i.e., childcare compensation, flex time , flexible work policies, etc. 3. What are some actions that the current management of Highland Golf, Tennis and Ski Resort can take to improve employee morale? Students’ answers will vary. Employees who are valued and respected have increased job productivity and employee morale. This is an opportunity for management to open up communication with their direct reports to listen to their needs and wants. Just calling a meeting or sending out an email asking how management could better support them in their current role at Highland could start to improve employee morale. Working conditions that do not fulfill employee needs ultimately cause dissatisfaction and frustration. The definitional and conceptual framework for strategies for enhancing employee morale and motivation include job design, job rotation, multitasking, job enrichment participative management, and other opportunities for employees to be involved. 4. Discuss the various models of motivation theory that could be relevant to this incident . Students’ answers will vary. Maslow’s t heory of needs is relevant in this situation . A ccording to Maslow, when a lower - level need is fulfilled (job security) , higher - level needs emerge that influence one’s motivation (self - esteem) . In today’s culture, the need to know and understand is strategically important.