Reference no: EM133339470

Assignment:

Delightful Foods is a family owned restaurant chain. Andrene, who is the daughter of the founders, serves as Manager of its Mandeville branch.

Andrene has been under a lot of stress lately, due to the COVID 19 pandemic as the restaurant has had to cut working hours and profits have hit an all-time low. Due to the cut in profits, Andrene had to lay-off some of her employees and though working with a skeletal staff, she is still finding it hard to pay bi- weekly salaries.

While in the back office scanning through the bills to be paid for the month, Andrene is called by Simone, one of the supervisors, to attend to a disgruntled customer, who was complaining about the food quality. Andrene immediately begins yelling at her, that she must be able to handle customers properly without always seeking her intervention and that she should do the job she is paid to do. Simone, surprised at her tone and response; smiles, walks back to the front and tells the customer in a polite tone that the Manager was unavailable. She then refers the customer to Shanice one of the senior servers to assist.

In the afternoon, when it was less crowded, Simone goes to the back office to speak with Andrene about what happened earlier. Andrene still feeling frustrated, starts to yell again at Simone. Simone protested and a heated argument ensued. In the middle of their argument, customers walking in, can overhear the argument from the back office. Simone's coworker Marie who was also in the back office observing what was happening, immediately started to wonder if she needed to find another job. After all the salary was very low and they were never apart of the decision making process at the restaurant. Andrene never commended them on their performance and she was most of the time in a very bad mood.

QUESTIONS.

1. How would you, as the Manager communicate to your staff, in handling this situation?

2. Describe Andrene's leadership style?

3. Comment on the mood and emotions of Andrene.

4. State and explain the emotional activities that were displayed by Simone at each encounter with Andrene?

5. What power tactic does Andrene employ when addressing Simone.

6. Describe the type of conflict in this case based on the Interactionist approach.

7. Explain 3 strategies you would recommend to Andrene to deal with stress.