STUDENT NAME: DATE SUBMITTED:

JUAN DELA M. DELA CRUZ AUGUST. 3, 2020

PROGRAM LEARNING AREA
THC 9 MULTICULTURAL DIVERSITY IN THE
BS Hospitality Management
WORKPLACE FOR TOURISM PROFESSIONALS

PETER IS THE NICEST MANAGER!

Title

Case Type: Issue Case

Main Subjects: Coaching, Feedback, Self-Confidence, & Trust
Who’s Who: Judith Grace, Front Office Manager
Peter Klema, Assistant Front Officer Manager

Judith called Pater, one of the assistant Front Office managers, to her office. “What can I
do for?” Peter asked with a big smile on his face. Judith felt very comfortable with Peter. Peter
was a long-term employee and always had a friendly word for everyone. He was one of those
employees who never said “NO”.
“This regarding the new shift Checklist”. Judith started the conversation. “I e-mailed you
the personal a while ago”, she continued. “Do you have any thoughts that you didn’t like about
it?”
“It’s great!” said Peter:
“Hmmm, alright, in this case, could you make sure it is implemented as soon as
possible?” Judith Asked. “As you know Peter, I will be on vacation for the next two weeks and I
count on you”.
“No problem Judith. It will be introduced next week”. Peter said as he was leaving the
office jokingly added, “It’s always a pleasure doing business with you Judith”.
When Judith go back from vacation, she noticed that the staff was still using the old Shift
Checklists, which did not include important new procedures to be completed.

Case Questions:
1. Describe the problem behavior.
2. Identify potentials reasons for the difficult behavior.
3. highlight some of the consequences that the problem behavior has on others.
4. How would you handle the situation now?
5. Outline some techniques Judith should have used in the first place to handle the situation.

ANSWERS: