Assignment
Scenario I
It is noon in Davenport when a young couple walks into Enigma Hotel, widely known for its delicious soup desserts. On entering the hotel, the young couple is welcome warmly and directed to their seats.
Waiter: (Stretches out his hands pointing to the direction of the seats). Welcome very much, here are the seats. Just find a comfortable place for yourselves. My name is George and I will be at your service.
Waiter: (With a broad, enduring smile). Certainly; let me bring it right away (He rushes to the counter to get the menu).
Waiter: (Perfectly folding the menu into its place at the table). Here it is Welcome, please.
Couple: (Go through the menu in a while). Thank you. Please bring Mediterranean soup for both of us. Hope it will not take long.
Waiter: (Smiles gently and then rushes). It will not take long, I promise. I will be here in a minute.
Couple: (Nodding their heads in acceptance). Good.
Waiter: (Brings the two bowls of soup and softly places them on the table, each with a sauce pan). The soup is ready. Here I am. Once again, welcome very much.
Couple: (With a broad, convincing grin). Oh, thank you. You kept your promise; it did not take long. Great (The gentleman picks his bowl and takes a sip as the lady follows suit).
Hey, George!! (He signals to the waiter as he puts his bowl on the table). You brought cold soup!! We did not ask for cold soup. Does it mean that you serve your customers in such a manner? Oh, my goodness (The gentleman holds his head with both hands, face down).
Waiter: (Apologetically). Oh, I am sorry Mr. Chapman for the inconvenience I caused you. I must have taken the order quite fast even before the chef was done with it This is my entire problem. I did not stand to check the order once more. Kindly wait as I return the soup right away for replacement. I sincerely apologize for that. (The waiter takes the two bowls and rushes to the counter. After two minutes, he comes back with two white bowls and three slices of brown bread in each sauce plate). I replaced the orders. Here is your soup now as you prefer it to be (Smiling).
Couple: (Both smiling). Thank you very much. We appreciate for your good customer relations. And what is this for? (The lady asks, pointing to the slices of bread).
Waiter: (Convincingly). This is for you. It is an appreciation to you for allowing us to serve you diligently, despite the confusion that has just happened. We are committed to serving you better.
Couple: Ahaa It is a great pleasure for us to be your customers. (The lady tastes the soup). Wow we could not ask for anything more than this It is definitely top-class. Thank you very much.
Waiter: You are most welcome. We look forward to creating a distinguished atmosphere for you and making you our life-long customers. (He then thanks the couple and walks to serve another table).
Scenario II
Waiter: (With no concern for the couple). Come in; these are the seats. Get yourself some seats over there. We prefer customers sitting at the far end.
Couple: Alright. Can we have a menu, please?
Waiter: (Looking around). There it is. On the next table near you.
Couple: (Looking disturbed, they go through the menu in a minute). Okay, could you please serve us two bowls of Mediterranean soup?
Waiter: (Without any comment, he rushes to the counter and after three minutes, he comes back with two brown bowls of soup in a large tray. He puts the bowls on the table, still without a word. And then hurriedly leaves.)
Couple: (They taste the soup as they murmur, looking at each other in astonishment). Hey, waiter! Come.
Waiter: (Draws near though ignorantly and seemingly tired). Yes, how can I help you?
Couple: (Angrily). How can you serve cold soup to us? Did we ask for cold soup? So, is this the way you treat your customers?
Waiter: (With a wrinkled face). You do not have to speak to me in that manner. You have to respect me, even though I am a waiter. Watch your words next time you speak. As for the soup being cold, that was not my problem. The chef gave it that way. I only took it from the counter and brought it. And since you have already tasted it, there is no other option other than taking it just the way it is. If you wanted a replacement, you would not have tasted it; just felt it. If you do not agree with that, you can decide to pay an extra fee for the replacement. Now, allow me to go and serve another table, please. We have a lot of work to do. (He leaves hurriedly throwing hands at the couple).
Couple: (Nodding their heads in disbelief and utmost embarrassment as they walk out). What a scene? I swear, I will never put my foot into this hotel!! I regret why we even came here in the first place. It is terrible
Part B
Workplace diversity means the assortment of differences between people in an organizational set up. It specifically embraces different races, ages, ethnic groups, personalities, tenures, genders, cognitive styles, organizational functions, backgrounds, education amongst others. Diversity at the workplace has key objectives that it is tailored to meet. These objectives are: increased adaptability in terms of workforce for a greater variety of solutions; broader range of services offered in an organization due to different set of skills at play; varying viewpoints due to a variety of informed opinions, and therefore ideas and experiences; and a more efficient execution criterion. This is brought about by employees who feel committed to their places of work, thus inspiring their colleagues to execute duties to their best. This enables organization-wide strategies to be executed, resulting in higher profits for the organization, productivity, and return-on-investment.
Working with people from different backgrounds can be a very positive experience since it not only involves how people perceive themselves, but also how these people perceive others. These perceptions create the foundation for interactions between people of different backgrounds. Due to the interactions established, people are then able to learn new things; way of life; thinking strategies or traditions of different people with whom they work. As a result, there is a trickle-down effect that is established at the organization level. This trickle-down effect comes in the form of collectiveness in skills, opinions, adaptability as well as flexibility, and inspiration. This, in turn, creates a better and more effective execution of organizational strategies.
