Case Study Questions and Analysis for Store Manager Role in Business Operations

This report discusses the different questions related to the case scenario and how store manager performed specific roles in the business operations. It covers topics such as principles of emotional intelligence, misinterpretations of expression and behavior, decision-making process, and relevant policies and legislation. The report emphasizes the importance of effective leadership, communication, and emotional awareness in managing a diverse workforce and achieving business goals.

Case Study Questions

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Question-1...................................................................................................................................3
Question-3...................................................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
This report will discuss about the different question related the case scenario and how
store manager performed specific role in the business operations.
MAIN BODY
Question-1
The best way to respond to the store manager behaviour and how they can model on leadership
behaviour.
Store manager is responsible person to manage the business activities of Melbourne store. They
always try to increase the productivity and profitability in marketplace. For few years, the
financial conditions and sales rate decreases due to increase the competition level in global
marketplace. Coffeville firm is mainly targeting the people those who are attracted towards their
services and products. They are trying to implement a new ideas and concepts in the store to find
out the threats in the business environment but other managers are trying to leave the form and
responded by pushing the unreasonable sales demands. Less response managers always treating
as a disrespect in the organization because they cannot handle the enterprise the operations and
functions.
It is required for operational manager to use the effective positive leadership quality in
complex situation and conditions. They do not blame other employee and make a healthy
environment whether all the managers are shared their problem and issues. In this way, it helps
for operational manager to identify the requirement. In Melbourne store, operational manager has
responsibility to handle the business aspects but their anger behavior is creating a disrespect in
the other managers.
Principles of emotional intelligence that store manager did not demonstrate
Emotional intelligence is a paradigm of power perceptions, emotions power attitudes,
behavior and emotions. It is directly impact on the project management and performance
management. In Melbourne store, manager needs to understand the requirement of business and
utilize the key resources on daily basis. Inefficient manager cannot understand the emotion
perceptions at workplace (Furci and Sunindijo, 2018). They only see the profit and power so that
there are more chances to negative thoughts generated between the employees. A Successful
manager does not mean to be emotionally intelligence because managers attitudes or behavior

against the other people to create wrong perceptions. In this way, it is required for operational
manager to understand the emotions and develop the self awareness when how to handle the
relationship between professional and behavior.
Store manager should have communicated and acted.
Store manager should have communicated with other department managers to understand
their problem and issues. They also trying to build a strong relationship so that they can share an
opinion related to the growth and development. In Melbourne store, Operational manager get
honest feedback to the employee and putting in extra efforts to resolve the issues related the
revenue (Ateşvan, Raaijand Wynstra, 2018). There are small Business started in the global
market and also increases the level of competition. It is an essential for store manager to engage
with other employee and build a position of organization.
Describe the connection between the store morale and behaviour of store manager. Describe
how of effect the store performance.
Store manager behaviour and store morale are interrelated to each other because manager
behaviour towards the business goals and objectives. According to case study, Department
managers are responded towards the business development process. Managers can cause the
morale of business and increase to the unprecedented level. Morals is governed by the managers
how they treat to other employee. Managers who make it point to maintain the performance level
of business and competition task with proper manner.
Question-2
Misinterpretations of expression and behaviour that may increases the context of diverse
workforce.
According to case study, Sales team is trying to sales their products in marketplace. Pat is an
efficient leader that involves to manage all the business aspects. But new members has
misbehaving and wrong ways to do their task. In this way, pat feel bad because she doesn't like
the misinterpretation of their behavior in the business process at workplace. She doesn't
communicate with other members and always feel quite upset about it. In sale team, it is
important for employee to create connection between them. In this way, The behavior or
expression may increase the diverse workforce.

How organizational culture expression may be misinterpreted
Organization culture is important for Coffeville to manage the business activities by
employees. Lack of communication and misinterpretation were increased the issues and problem
regarding the performance (Van Quaquebeke and Felps, 2018). According to case study, It is
difficult for new members to adopt the environment and culture of firm. Culture is based on
attitude, behavior and belief that developed the growth or success. For Example- pat doesn't
involve with the certain activities such as out of hour parties, alcohol or confusing cultural
references etc. This will create a less team bonding between employees.
Team can increase the awareness of culture expression and promote effective communication to
avoid the misunderstanding
It is a critical step to ensure the employee to aware about the organizational culture. It
acceptable and ethical behaviour at workplace. Team members are collaborated with each other
to create a strong bonding. In this way, it will maintain the organizational culture expression and
also promote the effective communication which help for avoid the misunderstanding between
the employees. Diversity is an opportunity for people to learn about the new culture to manage
the business task.
Question-3
Discuss how own emotions to focus on identify how employee feel by using principles of
emotional intelligence.
Emotions are other factor that required to control the feeling at workplace. It doesn't
affect the performance but sometimes, it feels bad and depress where the task is not properly
done. In this way, employee needs to maintain the administration task, dressing sense and
professionalism that help for people to control their emotional factors. In this way, employee can
achieve their target and maintain the performance rate at workplace. It is possible when
employees are developed the self awareness to understand the situation and problem in
appropriate manner.
How personality type, learning style and communication style might help for employee and adopt
the response.
Personality type, learning style or communication style are the important factors that help
for employee to adopt any cultural environment in organization but they always focused towards
their goals and targets. It only possible when employee can use their personality type for

managing team building exercise and management training. On the other hand, leadership style
will help for individual to improve their skill and knowledge regarding the business process. In
this way, employee can use skill to implement a new concept towards the growth and
development. Therefore, communication style is building a strong relationship with other
colleague. In this way, it also shares his/her opinion.
Use the Awareness of own feeling and those employees to adapt the response.
Employee can adopt a new thing which requires for maintaining their emotions, develop
need and performed different task within the team environment. It is applicable in the business
process which acquire the needed for employee to self awareness to handle the complexity at
workplace. While being emotionally aware can be pivotal to the organization strategy, individual
aware of emotional state. They are generated the awareness to control the emotions and
reactions. On the other hand, relationship management is another approach that combine with the
people to communicate with other people. They can build an ability to influence and mange the
conflict in business through the awareness.
Question-4
Relationship between the attainment of business goals and emotionally effective people
The relationship between the emotionally effective people and business goals are related
to each other because many people are feel upset and depressed when the business goals are not
achieved in proper manner. At that point, emotional intelligence can play important role in the
business activities such as sales, marketing that may receive many benefits through training and
development (Mone and London, 2018). In Melbourne, Store manager is directly connect with
the salesperson to use their emotional intelligence skills for managing the business. Emotions
and behavior are the important characteristic that may both positive and negative impact towards
the business process.
Emotional impact of decision making that could lead to better decision making
Emotions always influence the decision making while feelings are more important
aspects to describe the ongoing situation and conditions. It is needed for people to understand
their particular emotions and judge the conditions according to the requirement. Self awareness
is mainly deals with the business situation and deals with the decision making process. Employee
can recognize the feeling on the basis of experience in the connection with the decision.

Process of decision making and how impact in the performance target
Decision making process is a type of choice that determine a decision, collecting the data
and also assessing the alternative solutions. In Coffeville, manager is needed to use the step by
step process to recognize alternative options to manage and control entire business process in
proper manner. In the business, decision making is the most prevalent and strategic part in
decision making (Hyde and Grieve, 2018). It is impacted on the performance and targets
because there are tough situations occurs when manager take important decision such as revenue
generations and new product launch etc.
Determine the policies, legislation and procedures needs to satisfy the external and internal
requirement to manage emotions at workplace
Policies and procedures are step by step process which require for organization to
maintain their external and internal activities. Manager is designed specific legislation and
polices that help for employee to do their task in proper manner. In this way, every employee can
use their own rights and take decision related the business growth and development.
It also encourages the people in different sector to report the serious action at workplace.
It also providing the protection for employee those who want to blow.
How WHS and OHS legislation relevant to the manager that implement business decision.
WHS/ OHS acts and regulations are the code of practices at workplace. Australia leads
the development of nation to improve the health or safety. It must be essential for manager to use
the proper rules and regulation to handle their business operations in proper manner.
This legislation is applied on the business which help for avoiding the unnecessary
damage and cost of business at workplace. Many employees are injured so that they can use this
law to legally obliged and safe work on the premises. In this way, manager is implementing the
decision to follow the specific legislation to protect and secure the life of employees at
workplace.
CONCLUSION
As per discussion, it concluded that there are some specific roles of store manager
according to the case scenario and how implement the policies and procedures in the business
operations.

REFERENCES
Books and Journals
Ateş, M.A., van Raaij, E.M. and Wynstra, F., 2018. The impact of purchasing strategy-structure
(mis) fit on purchasing cost and innovation performance. Journal of Purchasing and
Supply Management. 24(1). pp.68-82.
Furci, J. and Sunindijo, R.Y., 2018. Impacts of the WHS Act 2011 on safety management in
small and medium construction companies. International Journal of Construction
Management,. pp.1-11.
Hyde, J. and Grieve, R., 2018. The dark side of emotion at work: Emotional manipulation in
everyday and work place contexts. Personality and Individual Differences. 129. pp.108-
113.
Mone, E.M. and London, M., 2018. Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Van Quaquebeke, N. and Felps, W., 2018. Respectful inquiry: A motivational account of leading
through asking questions and listening. Academy of Management Review. 43(1). pp.5-27.

Appendix 2 : Coaching Planner (Grow Model)
Coaching phase Activities/ Questions
Introduction Summaries the reason for coaching session
from your point of view:
Ask pat's
 What is the strength of performance
management and expectation??
 What is strength and weakness of
pat's ??
 How would you manage their own
performance in tough situation?
Ask pat for input,
 How would you deal with the problems
and issues ?
 What you are taken training related
emotional intelligence?
Goal Ask questions to pat's
 How you would understand the
business goals and objectives??
 How you would self inspired or
motivations with business goals??
Reality Ask questions:
 What are different parameters that can
help for identifying the gap between
performance and exceptions goals??
 How to exposes the weakness in the
employee performance??
 What is your greatest achievement??
1

 How would you maintain the EI and
personal skill during work situations??
Options / opportunities  How would you generate opportunities
in the performance gaps??
 What are their specific criteria that help
for business operations and functions??
Will  Will time bound play important role in
performance management?
 Will skill and performance both
significantly handle the situations??
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