MANAGEMENT

TEST CASE ANALYSIS

I. CASE BACKGROUND:

FLIPPANT JESSICA

II. TIME CONTEXT:

2010

III. PROBLEM:
Jessica’s unbecoming behavior towards older workers and customers.

IV. OBJECTIVES:
Short Term:
To address Jessica’s behavior towards the older employees and customers.

Long Term:
To take necessary steps in helping Jessica relate more effectively to baby boomers
and older coworkers and customers.

V. ALTERNATIVE COURSES OF ACTIONS:

1. Cindy should advise Jessica on effective ways on treating older employees and
customers
Advantages:
a. Can provide Jessica valuable experience and knowledge that can help her
achieve her objective.
b. Can acknowledge each person’s dignity
c. Treating older customers well would help Jessica in retaining customer
loyalty which in turn could justify her chances of promotion.

Disadvantages:
a. Jessica tend to feel less sure dealing with older employees
b. She may feel less motivated and lower her self-esteem.

2. Cindy should send Jessica to a diversity training program.

Advantages:
a. It raises awareness of concepts related to diversity and inclusion
b. Teach individuals who are different from others how to work together
effectively.
c. It promotes workplace sensitivity.
 Disadvantages:
a. Jessica will think that she is not the problem and no need for diversity
training.
b. Jessica will feel punitive.
c. Diversity training lacks focused objectives.

3. Cindy should organize team-building with an open forum.

Advantages:
a. Improves communication.
b. It will help Jessica to get a new perspective and immediate feedback.
c. It gives a platform for safe, open discussion to reflect and express what they
face in everyday life.

Disadvantages:
a. There is often no clear direction.
b. Things are not always in control.

VI. RECOMMENDATION:

In an environment where both baby boomers and millennials exist, complexities of

hybrid work environments would be a major problem. Cindy should know how to deal
with different personalities and different behaviors. Given that Jessica possesses a
strong personality, older coworkers may interpret her attitude differently.

In this case, we recommend ACA#1 that Cindy should advise Jessica on effective ways of
treating older employees and customers. Cindy should explain the merit of cooperating
with them and Jessica should express her sense of humor in positive and effective way
so that a friendly environment could be created in the team,

VII. PULLBACK POSITION:

Jessica’s sense of humor was interpreted as sarcasm and flippancy at times and if
advices from her Manager Cindy would not work, we recommend ACA#2 that Cindy
should send Jessica to a diversity training program. As a manager, she may be able to
influence an employee’s attitude if the root cause relates to work conditions or work
environment. Through this diversity training program, Jessica will be aware of the value
of collaborating with people of different cultures, races, genders, beliefs and ideas. This
will also help her to understand how sensitivity applies in the corporate and real world.