Leadership Case Problem A 63 LEADERSHIP CASE PROBLEM A What to Do About Louie? L
ID: 348842 • Letter: L
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Leadership Case Problem A 63 LEADERSHIP CASE PROBLEM A What to Do About Louie? Louie is the manager of a Mighty Muffler Brake ser-Concerned about these comments, Emma sched- vice center in the Great Lakes Regions of the United States. The centers offer a wide range of services for problems he might be having in managing cultural uled a trip to Louie's store to investigate any poss ible icles including muffler and exhaust system diversity among customers and employees. Emma replacement, brake systems, oil change, lubrication, explained to Louie that the home office likes to tune-ups, and state inspection. Louie's branch is make periodic trips to the stores to see now well em- located close to a busy highway, yet stores and resi- ployee relations are going, and how well employees dential neighborhoods are also close by. His store is are working together. Louie responded, "Talk to any- among the chain's highest-volume and most profit- able units. body you want. I may joke a little with the boys and girls in the shop, but we all get along great Management at Mighty Muffler is pleased with the In Emma's mind, her informal chats with work financial management of Louie's store, yet com- ers at Louie's Mighty Muffler suggested that em- plaints have surfaced about aspects of his relation- ployee relations were generally satisfactory, but she ships with employees and customers. Emma, the did find a few troublesome comments, A young Afri- human resources and customer services for the com can American noted that when he does something pany, was recently poring over the results from cus- particularly well, or Louie agrees with him strongly tomer satisfaction cards mailed back to the company. Louie gives him a high five. In contrast, Caucasian She found that a few of the customer comments sug or Latino workers will receive a congratulatory gested that Louie might have made some inappropri- handshake or a fist bump, respectively ate comments, as reflected in the following feedback: A woman brake technician said that Louie is a kind-hearted boss but that he is sometimes patroniz- ing without realizing it. She volunteered this inci You did a wonderful job replacing my brakes and fixing a rattle in my exhaust system. But the dent: "During breaks I sometimes enter the waiting manager insulted me a little by suggesting that I talk get a new exhaust system now." room area because we have a vending machine up front that sells small bags of nuts and over with my husband about whether to raisins, which I particularly like. One day, I was about to enter the like.o "I have no complaints about the repairs you t the repairs you waiting room when Louie tells me to stay in the back. He said that there was a Hell's Angels-type made or the price you charged. However, you better replace that manager of yours. He is definitely out of touch with the times. My partner and I are proud of our gayness, guy waiting for his truck to be probably wouldn't appreciate it if he thought that a repaired, and he to hide occasional public dis be that sexist in today's world?" girl' was working on his truck. How could anybody we don't attempt plays of affection. When your manager saw me giving my partner a light kiss on the cheek, he Emma went back to the home office to discuss her findings with the CEO and the vice president of asked if we were from San Francisco. Emma said that Louie is making a When I came back to pick up my car, I had to I was told the car would be ready by 3 p.m. I also found some s on the beige leather seats. When I complained to the manager, he said, 'Granny, watch your blood pressure. It's not good for a se- nior citizen to get too excited. I was never so contribution to the firm, but that some changes needed to be made. The two other executives agreed that Louie should become a little more multicul tural, but that they didn't want to upset him too wait two hours even though I much because he could easily join a competitor Emma concluded, "So I guess we need to figure out what to do about Louie.Explanation / Answer
1. We can not say that Louie is having a problem, but it is a kind of feeling that something is different in his version. He is not only considering his business in the shop, where he should do. If he look into other personal issues of customers, it is not accepted by any time. And at the same time, he is discriminating the workers and reacted to them based on some discriminating characteristics rather than the real work they done. By considering all these, I can say that the behaviour of Louie is not a matured one.
2. First he should inculcate and build an attitude to respect all and treat all as equal. Being a manager, he should consider the facts, he should appreciate his team to the work they done but not based on some race, colour, sex etc. Being empathy towards woman is good and appreciated to this, but it does not mean that same group sex culture do not accept by him. As the people every one have their own interests, priorities, lifestyles etc, and you must respect all. He needs to improve the understanding levels of others, how to behave with customers, and should only confine to the work what they should do. He must work on emotionally balanced and must update himself towards creative, adaptation to confront new situations and think outoff the box.
3. He should provide and go through cross cultural manager training- where he can learn about the skills required by a cross cultural manager, how to behave with all kinds of people, etc.
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