Topic: Managers and Managing
Fast Times at Ridgemont High – length – 1:44
Teaching Objective:
To illustrate the different actions a manager may take when dealing with customer conflict
Relevant Concepts
Leading
Decisional roles – disturbance handler
First-line manager
Empowerment
Overview
There are actually three managers in this scene. Arnold has asked Brad to cover the counter for him while he steps into the restroom. Brad, the reigning employee of the month, is at the counter when the customer requests a refund. Dennis is the restaurant manager.
Ask students how well each employee (Arnold, Brad and Dennis) handled the situation and what could have been done better.
Working students may have their own customer service experiences to share. Students should share any customer service training experience they have received.
You may also discuss empowerment and its use or non-use at the restaurant.
Discussion Questions
1. What could Brad have done differently to make the situation better?
Brad should have remained patient with the customer and assured him that he would be taken care of as quickly as possible. He should have let the customer know that he was new at the counter and he wanted to be sure to do the refund correctly. After the customer called him a moron, Brad should have excused himself and gotten Dennis to handle the situation.
2. Should Dennis have done anything differently?
Problems with employees should generally not be addressed in front of customers or other employees. Dennis should have asked Brad to step back in the office until he could discuss the situation with him.
3. What impact can a policy like “The customer is always right” have on a firm? Can it be negative?
Generally, customers appreciate a business that is willing to work with them to make things right. But employees may become disenchanted with work if they see that customers who make a scene get whatever they want. Also, there is some extra cost involved in having a “customer is always right” policy.
Topic: Attitudes, Values, and Culture
Hoosiers – “Warm Welcome” – length – 1:50
Teaching Objective
To describe organizational culture and show how people are influenced by organizational culture
Relevant Concepts
Organizational culture
Organizational socialization
Values
Stories and language
Overview
This clip should be used to illustrate the different aspects of organizational culture. This scene shows the men of the town grilling Coach Dale about his preferences for coaching the basketball team. It includes the values of the men, such as the discussion of the man-to-man vs. zone defense. There are examples of norms, language and stories. This is also a good example of organizational socialization. Students may want to discuss organizations they have belonged to and some examples of socialization.
Discussion Questions
1. What are some aspects of the town culture?
The town is passionate about its basketball team. Smoking is an acceptable social behavior. No one likes change. The men believe they should have some input in how the team is coached.
2. How well does Coach Dale accept this organizational socialization?
He listens to what they have to say, but does not respond to questions about how to coach the team. He seems to have little interest in adopting the culture of the town.
3. How do the men communicate the culture to Coach Dale?
The men communicate verbally to Coach Dale. They let him know directly their expectation for the team.
Topic: Ethics and Social Responsibility
John Q – “Runaround” – length – 1:20
Teaching Objective:
To discuss the importance of behaving ethically
Relevant Concepts
Ethical behavior
Differences between laws and ethics
Corporate communication
Overview
This clip can be used to illustrate a firm’s responsibility in communicating with employees. In this scene John is discussing his health coverage with the personnel manager. He finds out his coverage has been reduced, his employment status has been changed (from full-time to part-time). He is offered $20,000, but needs $250,000. And the personnel manager gives John incorrect information on options for his coverage. (He tells John to file an appeal when he should actually file a grievance.)
Discussion Questions
1. What responsibility do companies have to inform employees about changes in health coverage? employment status?
Firms have a legal responsibility to communicate changes to employees. A firm should weigh the legal requirement with what would be considered an ethical requirement. A memo may be disregarded. A bulletin board notice may not be seen by all employees. Inserts in a check may not be read, especially if employees have direct deposit. Firms should use a variety of methods to ensure all employees understand company policies and procedures.
Employment status policies are covered in most company policy and procedure manuals. Most firms have employees sign a form during orientation about understanding company policies and procedures. A firm’s legal requirement may differ depending on local regulations.
2. What responsibility does John have to keep up with his status?
An employee should be sure to keep up with company changes. John should be accountable for reading any memos, bulletins, etc.
3. Is it ethical for firms to make changes that are in the best interest of the firm and not the employee?
Many times firms have to make decisions in the interest of the firm’s survival. Decisions might be considered unethical if they are made strictly to inflate a stock price or some other financial measure.
Topic: Diversity
The Inside Man – “Bugged” – length - :28
Teaching Objective
To show how different employees deal with diversity issues
Relevant concepts
Workforce diversity
Race and ethnicity
Socio-economic background
Perception
Overview
In this clip, Detective Frazier (Denzel Washington) is talking to Sergeant Collins (Victor Colicchio) about an experience that Collins had with a juvenile. This clip shows the perception and biases a person can have about a different group of people. This clip also shows one persons way of dealing with another’s apparent racism, such as when Det. Frazier asks Sgt. Collins to “tone down the color commentary.” This can be a good discussion point with students by asking them if this is an appropriate method for dealing with co-worker bias. This clip does contain some racist dialogue and should be previewed before showing in class.
Discussion Questions
1. What apparent biases does Sergeant Collins have?
Sergeant Collins seems to have a bias toward African-Americans and Hispanics based on his use of language.
2. How does Det. Frazier deal with Sergeant Collins apparent stereotypes?
Det. Frazier asks him to “tone down the color commentary.”
3. How should an employee deal with another employee’s bias?
The best method is to honest with a co-worker in a diplomatic way. A good discussion point is to ask students how to deal with a supervisor’s bias.
Topic: Managing in the Global Environment
Gung Ho – “Assan Motors” – length - :37
Teaching Objective
To discuss the differences in national cultures
Relevant Concepts
Globalization
Barriers of distance and culture
Overview
This clip can be used to show examples of the differences in American and Japanese company cultures. Stevenson is giving the executives of Assan Motors the pitch to come to Hadleyville to reopen the assembly plant. There are several contrasts between Stevenson and the executives. Stevenson is outgoing – the executives are stoic. The Japanese boardroom has technology Stevenson has not seen before. One interesting part of the scene is the Remington statue in the boardroom.
1. What would you have done differently than Stevenson?
Some suggestions – leave out the references to World War II, hire a translator, leave out the sexual references to current employees and spend more time in preparation
2. What decisions should the executives consider before opening a plant in the U.S.?
The executives should consider transportation, labor availability and education, employee expatriation, supplier availability, etc.
Topic: Decision-Making
The Family Man – length – 2:33
Teaching Objective:
To illustrate the decision-making process
Relevant concepts
Decision making
Non-programmed decisions
Decision criteria
Uncertainty
Overview
The decision Jack and Kate have made is for Jack to go to London for a great internship opportunity. Kate believes (correctly) that their relationship will be damaged. Jack believes that it will not change.
This clip can be used for discussing the different decision criteria people use when collaborating on a decision.
This clip is also useful for discussing uncertainty in long-term decisions.
Discussion Questions
1. How do Jack and Kate use the decision-making process to come to a conclusion about Jack’s going to London?
Jack and Kate have already decided that Jack is going to London for an internship. Kate mentions that they have talked about it “a thousand times” and decided it was the right thing to do. They should have evaluated the alternatives for Jack going or not going. They chose the internship knowing that would put a strain on their relationship. By getting on the plane, Jack will implement their choice. The rest of the film is about the feedback Jack receives from making the choice to go.
2. What criteria are used to make a decision?
Some of the criteria would be the impact on Jack’s career, the strain on their relationship while Jack is away (The airport scene takes place in 1987 – communication technology was very different then) and the advantages/disadvantages of going.
3. What role did emotion play in Kate’s choice? In Jack’s?
Emotion plays a large part with Kate. She is worried that once Jack gets on the plane their relationship will end. She has a “feeling” or hunch that things will change, no matter what Jack tells her or no matter the history of the relationship. Jack is focused on getting on the plane and starting his internship. There is very little emotion from him.
Topic: The Manager as Planner and Strategist
Blackhawk Down – “The Plan” – length – 2:49
Teaching Objective
To describe the vital role managers play in implementing strategies to achieve an organization’s mission
Relevant Concepts
Nature of the planning process
Why planning is important
Mission
Unity, accuracy
Overview
This clip shows the meeting that covers the assault plan for the abduction of Aidid’s cabinet members in Mogadishu, Somalia. This clip is a good example of the four parts of planning – unity, accuracy, continuity and flexibility. You may want to discuss with students how each part applies to General Garrison’s plan. This clip is also a good example of how centralized decision making affects the execution of a plan in a dynamic environment.
Discussion Questions
1. Were there any problems with the General’s plan?
Yes, there were several problems. He was sending troops into harm’s way without tools even he thought they should have had – armor, gun ships - because his bosses were worried about the political appearance of certain weapons. There was also an issue with directing the forces from helicopters above the city. Decision making was centralized and caused problems when the troops were attacked.
2. Did the soldiers have any feedback or disagreement with any aspect of the plan? Should a manager ask for feedback from subordinates when planning?
One of the Special Forces troops, Hoot (Eric Bana), implied displeasure with the location of the mission. Employees are more likely to go along with a plan if they some participation in forming the plan.
3. How do the four parts of planning apply to this plan?
Unity – There is only one plan
Continuity – When the shooting starts, the plan is changed, but executed poorly
Accuracy – The intel on the cabinet is confirmed by three sources. The intel that is missing is the fact that kids with cell phones are outside the base relaying information on troop movements.
Topic: Value-Chain Management
The Killers—length – 1:15
Teaching Objective: To illustrate why it is important for managers to be responsive to customer needs
Relevant concepts
Value chain management
Customer responsiveness
Customer service
Overview
This clip is an example of how employees interact with customers and the importance of customer service to making sales. In this scene, two men try to order a meal at a diner. The counterman tells them the clock is slow and the dinner is not ready yet. He doesn’t check with the kitchen to see if it might be ready. He doesn’t hold out the dinner menus until 6 o’clock. Students may have a story to share about an example of poor customer service during a trip to a store or restaurant.
Discussions Questions
1. How well does George, the counterman, respond to customers in the Diner?
George responds quickly to the first customer in the scene. George serves him and when asked for ketchup, gets it to the customer quickly. George spends a lot of time telling the two new customers that they can’t have dinner yet and he doesn’t sell hard liquor.
2. How important is customer service in the value chain?
In this clip, the two men seem unhappy with the service level in the diner. Firms who fail to provide adequate customer service will often find it difficult to retain repeat customers. Constantly spending resources on attracting replacement customers can reduce profitability.
Topic: Managing Organizational Structure and Culture
Apollo 13 – “The launch” – length - :31
Teaching Objective
To illustrate one type of organizational structure a firm can choose to implement
Relevant concepts
Technology
Organizational structure
Overview
This clip is an example of an organization’s functional structure. Gene Kranz (Ed Harris) goes around the room to get a go/no go for launch. Students may discuss whether this is the best way to organize a lunar mission.
Discussion Questions
1. What are the different departments involved in making the launch happen?
Booster, Retro, Guidance, Surgeon, E.E.Com, GNC, TELMU, Control, Procedures, INCO, F.A.O., Network, and Recovery
2. How are these departments organized?
The departments are organized by function
Topic: Organizational Control and Change
Gung Ho – “Not a good beginning” – length - :59