Reference no: EM133891801

Question

You are the general manager of Condo's Cafe, the hottest restaurant in town. The restaurant is thriving, and a key ingredient to your success is your people. As such, you believe in managing your staff in the most appropriate way to ensure effective performance. For each of the scenarios below, indicate 1) whether the problem is the result of a lack of ability or a lack of motivation; and 2 the best course of action.

1. You observed Carly interacting very well with a family with small children during her last shift. She did a nice job talking to the kids, and she brought them coloring books. However, you also took note that she took too many cigarette breaks and was negligent in completing her side work before leaving. You have discussed these issues with Carly in the past, and she always promises to get better.

2. Doug, a bartender, has been late for his past several shifts, and you suspect that he may be partying too much. You know for a fact that he was drinking last night because you were doing shots of tequila together at last call at the bar down the block. Before you parted ways, he informed you that he was hitting a friend's party.

3. Several new employees have been hired at Condo's within the past few weeks. Aaron, a superstar server, has done an excellent job overseeing their training and ensuring that everyone feels a part of the team. You overheard him, though, use the word f*** when he dropped a tray of food in the dining room.

4. Kristine, a hostess, is very polite and outgoing when interacting with customers, but you notice that every other word she uses in conversation is "like." ("How are you like doing tonight? We have like a lot of like great specials this evening." )

5. Renee, a bartender, has just conducted a training session for servers in wine merchandizing, which you sat in on. In your opinion, the session was too dry, and you're not convinced the servers will retain the content. Renee lectured too much, included too much information, and offered few opportunities for trainee involvement. Renee enthusiastically approaches you after her session. She states that the session went wonderfully well and then solicits your feedback.

6. Juan, an excellent server, was promoted to team leader a month ago. Juan has always interacted well with everyone, which is one of the reasons why he was promoted. Since his promotion, however, several staff members have told you that the power has gone to Juan's head and that Juan has turned into a "control freak."