Orgiztnal. Behavior

Roger F. Cram
Office: 330-569-5104
Home: 330-569-7962
Cell: 330-569-49122
cramrf@hiram.edu

Group A	College email	Day Phone	Evening Phone
Melissa Aloi	aloimg@my.hiram.edu	330-842-1660	Same
Colleen Black	blackcr@my.hiram.edu	330-770-5621	Same
Ricky Bliss	blissra@my.hiram.edu	440-858-5040	330-569-7749
Charles Boneham	bonehamcw@my.hiram.edu		440-897-8216
Dawn Brown	browndm@my.hiram.edu		440-227-5223

Group B
Melissa Burdette	burdettema@my.hiram.edu	330-646-1201
Brett Burkey	Burkeybw@my.hiram.edu	330-656-0440	330-325-7304
Brigitte Fiorille	florillebe@my.hiram.edu	440-564-6602
Emily Greggor	greggorea@my.hiram.edu	216-696-2761	216-650-2352
Katy Howlett	howlettkj@my.hiram.edu

Group C
Anthony Isaac (Tony)	isaacag@my.hiram.edu	330-372-0435	330-507-3289
Marc Krysinski	krysinskima@my.hiram.edu	330-461-3990
Sharon McElrath	mcelrathsl@my.hiram.edu	330-717-5817	330-539-4420
Bernadette McElroy	mcelroyb@my.hiram.edu	330-727-1732	Same
Jeremy McGee	McGeejv@my.hiram.edu	330-256-7594	330-527-5248

Group D
Kimberly Mick	mickks@hiram.edu	330-569-5160	330-297-8799
Amanda Morrison	morrisonar@my.hiram.edu	440-313-7066
Jonathan Sardich	sardichjl@my.hiram.edu	330-847-1770	330-847-1770
Kristin Wavrek	wavrekke@my.hiram.edu	330-524-3446	330-676-1245
Daniel Turner	turnerdl@my.hiram.edu	330-646-4500	330-646-4500

Group E
Pamela Sardich	sardichpr@my.hiram.edu	330-847-1770
Wayne Weaver	weaverwa@my.hiram.edu	216-280-6654
Ronnie Westfall	westfallrm@my.hiram.edu	330-389-0716
Hyung Ro Yoon	yoonhr@my.hiram.edu	216-534-3207
Katty Zuniga	zunigakn@my.hiram.edu
Amanda Lambrecht	lambrechta@my.hiram.edu	330-571-2115

Chapter 2	Text Page	Group Project
No Smoking	85	Group E
Nepotism	85
Gay Rights	86

Chapter 5
Colorism	200
Age Discrimination	201	Group C
Building Confidence	201
Men and Women Handling Stress	201	Group D

Chapter 7
Fired for Being Fat	286	Group A
Gender Wage Gap	287

Chapter 10
Bullies on the Job	462	Group B

Chapter 13
Harvard Leadership Controversy	541

Chapter 16
Kraft Food Gets Healthy	660

Your group will determine the assignments of each member.

Individual Assignment or Duties in Group	Number of persons involved
Presenting case to class	1 or 2
Writing Executive Summary	1
Preparing electronic material like PowerPoint	1 or 2
Writing / organizing final Case Study for submission	1
Researching material / providing references	As needed
Other

Grading of Case Study: 40% class presentation, 40% written submission, 20% Executive Summary
Your group presentation and final document is due on August 6, 2008

The Executive summary is an overview of the entire case study. It clearly and concisely summarizes the main points of a case, thus allowing the reader to understand the case without reading the entire document. The Executive Summary should be written well enough to entice its reader to explore the complete case study. It is often considered the most important part of the document, should be no longer than one page, and is the first page, other than a title page, of the report.

Title of Case: (Page 130 of text) Smiling Might Not Be Such a Safe Way to Treat Customers

Introduction: Safeway Grocery Store’s “Superior Service” policy demands that grocery clerks smile at all customers and maintain eye contact for three seconds. This has some caused occasional problems for the clerks.

Analysis: When some male customers receive their grocery clerk’s smile and three- second eye contact, they are misunderstanding that to be a flirtatious gesture from the clerk. One customer harassed a clerk to the point she had to hide in the store until the customer left. Another customer misinterpreting the clerk’s friendly eye contact waited for the clerk outside the store until closing and then followed the clerk to her car. Twelve clerks have filed a grievance report with Safeway’s union complaining about the policy.

Considerations: It is good policy for any business to want their customers to be treated with friendly and appreciative employees. How friendly and courteous the employees should be, and if some customers may read more into these friendly gestures than intended, is the problem. The clerks have a legitimate concern and need to work in a safe environment without being intimidated. Safeway Grocery Stores should insist that all their employees treat the customers in a friendly and professional manner.

Scenario Solutions: (1) Drop the policy; it can be misinterpreted differently by different customers causing occasional problems. (2) Amend the policy to smile and maintain eye contact for one second. This should be misinterpreted less often. (3) Keep the policy. The majority of customers are pleased with their personal attention. There are always a few nut cases that will surface regardless of any policy. (4) Establish a different policy on friendly employee attitude using other parameters based on individual customers. Clerks should be able to convey a variety of friendly greetings based on individual customers – a woman, a child, a teenager, a businessman. Offer employee training in various friendly approaches if necessary.

Conclusion: Safeway Grocery Store is prudent in wanting employees to treat customers in a friendly and professional manner. There are many ways of accomplishing this that will not place the employees in compromising and uncomfortable situations. Any employee response that is overly friendly also threatens the clerk’s professional demeanor which is not beneficial to Safeway.

Recommendations: (4) Establish a friendly employee attitude using other parameters based on individual customers. Clerks should be able to convey a variety of friendly greetings based on individual customers – a woman, a child, a teenager, a businessman. Offer employee training in various friendly approaches if necessary.