BHM207 Organisational Behaviour: Charleston Hotel Case Study

This case study examines Sandra's experiences at the Charleston Hotel, where despite her knowledge and experience, she struggles to impress her co-workers and manager. Initially assigned to food delivery and guest interaction, she is later transferred to the food line due to perceived poor performance and negative interactions with staff. The case highlights Sandra's demotivation and feelings of being disliked by her manager. Applying Herzberg's two-factor theory, the analysis identifies a lack of motivators in Sandra's workplace. Communication issues, particularly attitudes and assumptions, contribute to her negative perception among colleagues. The analysis suggests that improved communication, addressing issues directly with the chef or manager, and a more positive attitude could have led to a different outcome. The recommendation is for Sandra to communicate with the manager, apologize for her behavior, and seek a resolution to improve her work environment. The assignment also references Maslow's hierarchy of needs and Alderfer's ERG theory in the context of employee motivation.

Running head: ORGANISATIONAL BEHAVIOR
Organizational Behavior
Name of the Student:
Name of the University:
Author note:

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Case Study Analysis on Organizational Behavior
In this case study, Sandra, though being a very knowledgeable and well experienced
lady, is unable to impress her co-workers and manger with her work. She was expecting to
learn and have great experience after being placed at the Charleston Hotel’s main restaurant.
She is finally transferred to the food line from the work of delivering the food and
communicating with the guests. She is highly demotivated as because of the fact that despite
having a lot of experience and all the necessary knowledge and skills that a person needs to
know about the kitchen, she still has given a very bad impression to her manager and co-
workers.
In this scenario, Sandra was not at all contented from her work and left all the hope of
impressing her management and co-worker team. She lacked motivation within her.
According to the Herzberg’s two factor theory, it is stated that there are primarily two
different aspects that are involved in influencing the satisfaction and motivation level within
the employees and they are that of the motivators and the hygiene factors (Hur, 2017). In this
case study, Sandra is in high need for motivators in the work place. Her level of motivation
has become very low as because she feels that the manager simply do not like her and this is
why she had no other way for changing the bad impression that her co-workers and the
manager had of her.
The specific communication issues in this case study are of attitudes and assumptions
(Kelman, 2017). In this scenario, the attitude of Sandra was bad towards the staff members.
She was getting irritated quickly when any new staff used to ask her about the food. Also,
many of the times she was making the staffs feel that they cannot do their work well. All
these things resulted in her demotion to the food line. Secondly, Sandra here is assuming that
her manager does not like her and this is the only reason that he is treating her this way. She

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is completely ignoring the things that she had done and her behavior towards her colleagues,
which is the actual reason behind her transfer.
I think the situation might have different if instead of behaving destructively and
negatively with the staffs, she would have communicated with the chef about the issues that
she was facing with the identification of food so that he could make the necessary
arrangements for her or to simply talk to the manager about the thing. Also, the manager must
have had a discussion with Sandra before taking the decision of transferring her to the other
position. However, in this case I would recommend Sandra to have a talk with the manager
and discuss about the whole thing and to bed pardon for her behavior towards her colleagues.

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References:
Hur, Y. (2017). Testing Herzberg’s Two-Factor Theory of Motivation in the Public Sector: Is
it Applicable to Public Managers?. Public Organization Review, 1-15.
Kelman, H. C. (2017). Processes of opinion change. In Attitude Change (pp. 205-233).