Case Synopsis In a call centre, two of the employees; Susan and Molly are having a hefty lunch and are engrossed in a chat. Molly is unable to lose weight and is tired all the time. Susan complains about how she is unable to get along with her coworker Karishima because of her accent and other cultural differences…
He asks Molly, who is his backup, to get back to work as she was engaged in a chat even after lunchtime. Molly resorts to chatting claiming that Dan cannot boss her around. He thinks of reporting this to the floor supervisor, Mr. Davis who at that time was reviewing low performance of his employees and was thinking how to get the employees to become efficient. Evaluation of the Scenario Promoting Cultural Diversity In the given case, Karishima has a different cultural background and is having problem in adjusting. Similarly all the other employees are having a problem in adjusting with her because of her accent and other differences such as her inability to dress up the way other call centre employees do. The management should inform the existing employees of a new /foreign employee being hired. This is because it will prepare them to face the differences. Moreover, the employee being hired should be trained a little. This can be done by giving the employee an orientation for about 2 weeks at least. In this way, the employee won’t be working formally but will get to know people at work and will start communicating with them. The strategies for cultural diversity are based on complexity theory. Solving Problems One obvious problem in the case above is that, there are many problems but apparently no one is trying to reach solutions. Susan has a problem with her co worker, Karishma but she does not take the case to her supervisor rather she complains about it to her friend and instead of trying to reach a solution she laughs it off with her. Joy does not appreciate what her colleagues are gossiping about related to Karishima and wants to correct them but concludes otherwise leaves to go back to work in a sour mood. Even here she does not try to reach a solution for the problem; rather she ignores it and spoils her mood. Whenever a problem is observed, employees should be asked to discuss the problem with the management or with the senior staff. Moreover, they should be encouraged to discuss the problem on a horizontal level as well. This will help employees to learn more about each other and will bring them closer to one another. This strategy is based on Cognitive resource theory, which states that a leader obtains effective group performance by first making effective plans, decisions and strategies, and then communication them through directive behavior (Robinson, pg 351, 1998). Furthermore, the head should communicate with those working under him so that he can learn about problems faced by the lower staff thus becoming able to solve their problems efficiently. This can be based on University of Michigan Studies which state that there is an employee oriented leader and a task oriented leader. In this case, the leader should be employee oriented so that he can emphasize on interpersonal relations (Robinson, pg 357, 1998). Motivating Employees In the given case, employees are not motivated. They just work for the sake of money or because it is necessary for them. However, it is important that employees at a workplace are motivated or else they lose interest in work and are not able to perform their best. In this case, Mr. Davis is reviewing low employee performance and he knows it is because the employees are not motivated. Employee motivation is imperative for an organization. Employees can be motivated intrinsically as well extrinsically. In order to give them extrinsic motivation, the management can announce ...
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