Chapter 4: Problem Solving and Decision Making

In your new job, you will be asked to solve lots of problems and make decisions.  Probably the decisions won't be big decisions while you are new.  But all decisions can affect how you do your job and what other people think about you.

 

The case study presents a scenario that is familiar to most people - the conflict between expectations and performance in the workplace.

 

 

In this case study, you will get to know Tyrone, a young and not especially experienced counter attendant at a busy restaurant and take-out counter. Tyrone must use tproblem solving and decision making to deal with the difficult workplace situation he is confronted with.

Julia, a customer with expectations of service quality. Julia is trying to make a good impression at work, so she is very demanding.

And you will meet the restaurant manager, who has to mediate between the customer's expectations of service and her employees' ability to provide it.

Tyrone runs into trouble with Julia.  Watch the film clip and see what you think his problem will be.

As you watch, ask yourself these questions:

How can you tell Tyrone has a problem?

 

In the next film clip, Tyrone remembers a talk he had earlier in the week with his manager.

Only two days ago, when the restaurant was short-staffed, Tyrone was reprimanded by the off-site manager, who threatened to fire him because two customer complaints for slow lunchtime service led the restaurant to issue the customers a full refund their meals. The manager said this was too many complaints in one day.

Think about the following comments:

What does it mean when the manager Sarah says, "There won't be a fourth."

 

 

In the next clip, Tyrone takes some steps to solve his problem.  See what you think he does.