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Chapter 14 Leadership Case Problem A: What to do about Louie? A Role Play Between Louie, the manager of one of the leading Mighty Muffler sites and Emma, an HR representative. Emma set up this meeting after some concerning customer complaints and employee comments that Louie is not very culturally sensitive (p 477) Transcript (Emma walks into Mighty Muffler Brake service center and sees Louie sitting at his desk. She knocks on the door and he invites her in.) Emma: Hi Louie, how are you? Louis: I'm fine, how ‘bout yourself? Emma: I am well, thank you. As I had said on the phone earlier this week, when we set up this meeting, I want to remind you that this is a routine visit to discuss employee relations at your site and to address overall how employees are working together. Louie: Talk to anybody you want. I may joke a little with the boys and girls in the shop, but we all get along great. Emma: I am glad to hear that. I have spoken with a few of your employees and overall, they report being satisfied with their work environment. We can go into this a little further in a minute, but I would really like to hear from your perspective. How would you evaluate your relationship with your employees? Louie: (arms crossed) Well, like I said we all get along great, so there's not much else to talk about here. Emma: Sure, I understand. How do you think your site does managing and respecting cultural and gender differences? Louie: What do you mean? Emma: Our company really values our diverse community. We have sites all across the nation with people from different backgrounds and cultures that each help in their own way to make our company a success. An integral part of creating a successful environment is making sure we respect the diversity of our employees by treating them with the respect and dignity that they deserve. What I am asking is whether you think your site is inclusive to all groups of people, whether they be employees or customers. Does that make sense? Louie: (uneasy) Yes, that makes sense. What I don't understand is why you are asking me this. As I told you, we all get along here. I want to go back to what you said before. You said that most of my employees are “generally” satisfied with their work environment. That implies but some are not happy. Have there been complaints?!
Emma: During my informal chats with some of the workers, a few mentioned instances where they felt as if they were not treated equally due to their cultural background or gender differences. Louie: (very heated) That is absurd! I have never had a single compliant in the 16 years that I have worked here! I have always treated my employees with the utmost respect! (Louie stares at Emma defensively) Emma: Sometimes it is easier to talk to an HR representative about these things and that’s usually why I am the first to hear about such occurrences. I am here to help navigate these situations and make sure that moving forward, everyone feels equally respected and appreciated in the workplace.

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