Developing Workplace Critical Thinking: Costa Coffee Case Study Report

This report delves into the concept of critical thinking within the workplace, emphasizing its significance in decision-making and organizational success. It explores the interplay of beliefs, attitudes, and values and their impact on workplace dynamics, using Costa Coffee as a case study. The report identifies and analyzes several management theories, including bureaucratic, scientific, human relations (with a focus on Tuckman's teamwork theory), and contingency theories, and assesses their relevance to the role of an assistant manager. It examines how these theories can be applied to enhance workplace productivity and foster a positive organizational culture. The report concludes by highlighting the importance of critical thinking in creating a more efficient and effective workplace.

DEVELOPING
WORKPLACE
CRITICAL
THINKING

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Explanation of beliefs, attitude and value along with difference between them as per
theoretical model....................................................................................................................1
Explanation of role at workplace along with management theories relevant to role.............2
Critical assessment of my belief, attitude and values on particular management theory in
context to assistant manager...................................................................................................7
TASK 2............................................................................................................................................7
Critically assess the impact of beliefs, attitudes and values on workplace behaviour...........7
Identification of a range of management theories to assistant manager role in the workplace
and what range of activities are undertaken...........................................................................8
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................12

INTRODUCTION
Critical thinking can be describe as a skill that is helpful in taking better business decision
for achievement of desired objectives (Goetsch and Davis, 2014). It is very important for
organisation to develop critical thinking at workplace in order to enhance productivity as well as
profitability. Critical thinking can be refers as a person ability to think clearly and rationally by
understating the situation correctly. There are various advantage that would be achieved by
organisation by developing critical thinking. Chosen company for this report is Costa Coffee.
This is one of the well known and leading Coffee shop. This company was established in 1971
and founder of this organisation was Bruno Costa and Sergio Costa. Its headquarter is located at
Dunstable, England, UK and it is providing its product and services to different part of the world.
The major project of Costa coffee shop is coffee, tea, sandwiches, sweets, ice drinks and various
other snacks products. This report includes difference between beliefs, attitude and value. In this
report different management theories has been identified as per relevant role in organisation.
This will help in understanding the impact of beliefs, attitudes and values at workplace.
TASK 1
Explanation of beliefs, attitude and value along with difference between them as per theoretical
model
Beliefs, attitudes as well as value all these regarded as an aspects which has direct impact
over organisational culture that in turn influences their development and growth. It is so all these
factors are regarded as internal features of entities that assists staff in performing and growing its
practices effectually to attain success (Cottrell, 2017). These aspects are distinguish in context of
its affects and results it has along with its implication over specific circumstances. Thus, these
factors possess particular differences that may be understandable with assistance of below table:
Difference among Belief, Attitudes and Values
Attitudes, beliefs and value which an single staff should have a huge impacts over
organisational performance as this impact the manner the workers do its duty. It is so a satisfied
staff always has an optimistic attitude towards management as well as put its efforts to perform
over an management instruction. So, the differences among these three are described below:
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Basis Belief Value Attitude
Meaning Belief is regarded as an
understanding that is
already predominating into
community (Rutter and
Brown, 2019). It is so
because of religion which
are being told through self
ancestors.
Value is considered as a
component that aids in
directing person
behaviour over
particular time duration.
Also, it is the one that
encourage staff to do its
work at specific
direction.
Attitude is considered as
a tendency for reacting in
optimistic or pessimistic
way over a specific
circumstances. These
reaction contributes to
exert favourable or
unfavourable attitudes of
staff at work area.
Importance It aids in finding
behaviours and conception
related to various another
external environment
aspects. For creating a
optimistic belief of staff
towards management this
is very important for Costa
coffee to examine workers
belief as well as thereafter
try to develop it in
optimistic way in order to
improved performance.
This supports in
distinguishing as well as
then decide what is right
or wrong and so on. The
manager of Costa
Coffee concentrates
towards accomplishing
their staff desires to
develop value in front of
them.
Attitude is all about like
and dislikes related
towards specific objects
that direct a person
actions in certain
direction (Griffin and
Care 2014). So, Costa
Coffee have to
concentrate towards
developing values among
their staff so that they
will obtain a favourable
behaviours form their
staff whenever the make
decisions.
Explanation of role at workplace along with management theories relevant to role
Costa Coffee is renowned brand that maintain a coffee-house chain across the world.
Within this firm, an assistant manager are accountable for organising, planning as well as
executing strategy, co-ordinating their practices and assuring schedules as well as objectives are
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accomplish through staff. Moreover, they are accountable for assuring practices implementation
so that its productivity can be enhanced. Respective organisation execute various management
theories for managing personnel effectually and maximise the controlling activities. It is so
management theories generally involves a specific kinds of guidelines to firm in respect by
which it may organise, plan and execute practices which drives towards optimistic results (Alfaro
Le Fevre, 2015). Also, this aids them to facilitates a path way by which manager may direct and
align subordinates efforts towards attainment of their objectives. There are different theories that
will help respective company to perform business function in effective manner. Management
theories will lead to set certain guidelines for manager and leader so that they can motivate their
employees to work in better way. These theories can be describe as a set of rules that developed
in order to full fill organisational issues as well as enhance its productivity or performance. So,
the theories which is appropriate for assistant manager role are discussed below:
Bureaucratic management theory:
As per the Max Weber, Bureaucracy is regarded as the most effective way to develop an firm as
well as their management. It is so this theory suggest that within entities all are to be treated
fairly as well a labour division is also explained clearly for every staff. As an assistant manager
this is is effective for this role and do their activities that is performed within respective
organisation. Execution of this particular theory aids their assistant manager to understand the
rule and regulation in effective way an also authorities which can impact their practices.
Moreover, this theory described firm through categorising this within hierarchy to develop a
clear and well- defined framework. Thus, this theory aids in developing information flow from
higher to lower level administration that support to bring clarity among authority accountabilities
guidance as well as relations that assists to improve the whole employees performance.
Moreover, this involves various characteristics such as division of task, authority hierarchy,
impersonal relation and others (Halpern, 2013). These all perform towards developing and
efficacious firm's structure that aids to develop respective organisation culture. The main cause
behind opting this theory is that it aids assistant manager to obtain great work from their staff,
this also maximise its certainty in respect of results as well as this also assists in developing an
efficacious structure that leads towards developing strategic planning and implementing that
appropriately
Scientific management theory:
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This is a type of theory of management which analyse and manage the flow of work in an
effective manner. The main objective of this theory is to enhancing economical efficiencies and
labour productivity. This is also known as Taylorism because it was founded by Frederick
Winslow Taylor. In accordance of this theory, there are mainly some principles which are as
follows :
 Instead of assigning any kinds of job to workers, this is essential for business entities to
to allocate jobs in accordance of capabilities & skills of employees.
 In addition, a company can achieve higher success if they monitor performance of
workers and provide suggestions in order to improve their efficiencies and effectiveness.
 There should be allocation of work between managers and employees so that managers
can spend most of the time in creating effective planning and strategies.
 Companies should replace working by rule of thumb rather then using any scientific
method to determine most effective way to perform any specific task.
 Monetary benefits should be given to the employees in accordance of task performed by
them. By doing so, this will be easier to companies to get higher revenue because their
employees will be motivated and perform well in favour of business entities.
 As well as it is necessary to conduct a proper scientific selection and training of workers
so that more productivity can be assured.
So overall the scientific management theory is based on mechanization and automation in
compare to theoretical concepts.
Human Relations
Human relations play a crucial role in organisation and it is very important that respective
company as strong relationship in organisation. This will help in conducting business activities in
better way. Human relations can be describe as a way or manner in which different individual
are reacting. It is essential that this organisation have correct and appropriate relationship so that
business can achieve its desired goals (Allamnakhrah, 2013). For Costa Coffee organisation it is
essential that it is conducting different activities in order to improve human relation at
workplace. There are various advantages as well as benefits that could be achieve by respective
company by enhance its human relations. This company need to focus on developing an effective
term in organisation. this will be very supportive in enhance overall performance and
productivity of organisation. For improving human relationships as well as developing effective
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team Tuckman teamwork theory will be more effective. This theory is mention below with
detail.
Tuckman's Teamwork Theory:
Tuckman theory defines about the way in that a team manage a task from initial
information of team by completion of the project (Lloyd, 2013). Basically, this theory is based
on team building challenges. In accordance of this theory, there are some stages to develop a
team which are mentioned in such manner:
 Forming- In this stage, team is gathered and task is assigned. Members of team tend to
behave independently because they do not know each other very well. As well as there is
lack of trust between team members.
 Storming- Under this stage, team starts to find task suggesting ideas. Basically, in this
phase relationships between team members is being made and broken.
 Norming- After compilation of storming phase, next stage is regards to norming. In this
stage, team members start to trust in each other. As well as they try to contribute in
overall goal of a team. The risk during this steps is regards to lack of creativity because
team members start to relay on each other.
 Performing – In this stage, a clear and fixed structure is created and team members focus
on overall mission. Though, different types of problems and issues occurs but they try to
deal in an effective manner from issues.
 Adjourning – It is the last stage and under this most of the goals of team have been
achieved. As after compilation of goals of team, members start to move away.
Contingency theory :
Contingency theory of management was developed by Fred Fiedler and this theory is based on
the assumption that there is not best way for leading organisation (Hagemann and Stroope,
2013). this theory has suggested that there are various factors on which attitude as well as
behaviour of a person is dependent. It is very important for manager of respective company to
identify as well as analyse all those factors or elements which have impact over employees.
Though this theory of management its has been identified that there not one best way of enhance
performance of organisation. There are many ways though which leader and manager of Costa
Coffee can improve people behaviour and attitude. According to contingency theory it has been
determined that there are different internal as well as external constraints that can alter the best
5

way as it is completely dependent upon the situation. There are different employees who react
differently in different situations. So this theory state that performance of an employees is
depends upon the situation as well as the best course of action (Clements and Cord, 2013).
Contingency theory can be describe as a concept of situation and this theory of management can
be characterized into three different factors. These factors are given below.
Leader member relations – This include the relationship of leaders or manager with its
employees. This will have huge impact over performance of employees as it consist of feeling of
trust, loyalty, confidences. It is very important for a leader or manager to gain trust from its
employees as this will affect functioning of organisation.
Task structure – This element is majorly related to the structure of task as well as
accomplishment of task and activity. It is essential that employees has clarity about their job as
well as job role so that they can perform business activities effective and efficiently
The position power – This factors includes the amount of power hold by leader or
manager. This will affect performance as authority as well as power is very important to
motivate employees. This factor is related to the level of power leader or manger have for
rewarding or punishing employees.
System theory :
This theory of management can be describe as a interdisciplinary study of system. This theory
state that it is essential for an organisation to conduct task in appropriate system. This theory is
considered effective in order to deal with complex issues in organisation. System theory of
management is considered as an important framework as this will help in managing actions of
employees (Christiansen, Prescott and Ball, 2014). There are different system in respective
company which will have huge impact over their performance. System theory of management
will help in understanding the behaviour as well as attitude of employee while following
particular system. This theory is also known as social system theory as in this study about the
complex arrangement of different elements has been conducted. System theory of management
was developed in 19 century and the motive of this theory is to identify the impact individual
attitude, belief as well as value on their performance.
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Critical assessment of my belief, attitude and values on particular management theory in context
to assistant manager.
Management theory is regarded as an aspects which aids them to strategy as well as
direct manager in managing the practice of entities efficaciously. Moreover, this will also aids to
assists staff towards aligning its efforts for attainment of firm's objectives. As an assistant
manager into such well known firm that is Costa Coffee, its staff management become so much
vital as this can impact the organisational performance. So, the theory that is effective for
respective role and accountabilities is scientific management theory that is established through
Fredrick Taylor. It concentrates upon developing individuals skills and effectiveness performing
into firm. This theory of management will not only help in enhancing performance of employees
but it will lead to achievement of desired organisational goals. For instance, Taylor
recommended that task performed as assistant is repetitive into nature in which staff has to do
same work every day (Zuriguel and Et.al, 2015). It do not leads towards maximising staff
efficiency and skills not it contribute into enhancing productivity. Thus, an assistant manager
have to concentrate upon managing the work within organisation at regular interval that assists in
maximising their productivity. So scientific management theory will help assistant manager of
respective company to identify the performance of employees as well as enhance it. Though this
theory of management, manager will be able to focus in improve skills and capabilities of
employees so that they can conduct business activities in effective manner. This will lead to
accomplishment of set targets as well as changing attitude of employees towards organisation.
Employees belief, attitude and values play a crucial role in overall performance as this will affect
their working. So by scientific management theory assistant manager of Costa Coffee will be
able to manage its employees as well as their performance.
TASK 2
Critically assess the impact of beliefs, attitudes and values on workplace behaviour.
In an organisation there are different employees and each employees have their own attitude or
beliefs. This will have huge impact over performance of organisation as well as affect
productivity. Attitude, belief as well as values of an employees will lead to have impact over
employees behaviour towards organisational activities (Campbell and Zegwaard, 2015). It is
7

very important for assistant manager of respective company to guide as well as provide direction
to its employees. Manager and leader must be a good and critical thinker so that they can solve
issues in correct manner. Assistant manager of Costa Coffee should focus on developing positive
attitude of employees so that they perform their task with full potential and skills. It has been
identified that there is huge impact of beliefs, attitude as well as value on overall behaviour of
workplace. For assistant manager it their responsibility to manage performance of each and every
employees as well as try to enhance its in order to achieve desired goals and objectives.
employees beliefs, values and attitude have impact over the organisational task and profitability
(Materne, Henderson and Eaton, 2017). As employees with negative attitude will to perform task
and activity will full capability and skills. This may lead to increase in conflicts as well as issues
in organisations. So it is role of assistant manager to manage employees and convert their
negative attitude into positive. This will be supportive in achievement of desired goals and
objectives.
Identification of a range of management theories to assistant manager role in the workplace and
what range of activities are undertaken.
There are various management theories that will help assistant manager to perform their
job role in better manner. It is very important for assistant manager to conduct business
activities in correct manner so that respective company can achieve desired goals. Assistant
manager of Costa Coffee job role includes communicating with employees as well as manager. It
is responsibility of assistant manager to help or support manager while taking important business
decisions. They have to organize, plan as well as implement business strategies in correct
manner. It is role of assistant manager to coordinate different employees with various
organisational activities. They have monitor and manage Costa Coffee business activities in
order to perform all task in correct manner.
HAWTHORNE STUDIES
This study was conducted on the workers of Hawthorne plant who are working at
Western Electric company. This study was conducted during 120s by Elton Mayo and Fritz
Roethlisberger. Hawthore studies are considered as a part of refocus managerial strategies that
will help in understanding socio psychological aspects of different human behaviour with
organisation. This study has helped assistant manager of respective company to influence
8

transitions from classical approach to human relation approach. As per classical approach of
management, employees only have economical as well as physical needs. It is essential for
organisation to focus on financial needs as well as full fill physical needs of employees. So that
they perform business activities in effective manner. Assistant manager of Costa Coffee should
full other needs of employees in order to enhance their performance. It is responsibility of Costa
Coffee assistant manner to develop as well as enhance human relationship in organisation so that
desired objectives could be achieved (Boughey, 2013). Human relations play a crucial role in
respective company as this will help in conducting task in effective way. This will help in
reducing organisational conflicts as well as meet with customer needs. This study will help in
understanding how changes at work place impact over organisational productivity. It is important
for Costa Coffee company to change its business activities as per the changes in environment.
This will aid in identifying new and innovative techniques to perform business activities in
different and creative manner. It is very important for assistant manner to perform business
functions in new and innovative manner as this will lead to getting unexpected results.
Hawthorne Effect
This can be describe as a study or an experiment that is conducted in order to understand
behaviour by observing them. Hawthorne effect refer as modification in behaviour of a person by
studying their response. It is very important for assistant manager of Costa Coffee to understand
its employees as well as pay attention to them. It has been analysed that more attention paid to
employees will lead to more improvement in their performance (Stupple and et.al, 2017).
Hawthorne effect is very helpful in increasing the output of employee by watching their
responses. This will lead in developing assistant manager relationship with its employees as
manager will be able to connect with employee in better manner. It has been identified that social
factor will lead to have major impact over productivity of employees. This will help in
improving the performance as well as productivity of Costa Coffee. Assistant manager needs to
identify needs and requirements of employees as well as try to full fill it in order to develop
better relationship with them.
Stages in Problem Solving and Decision Making
Problem solving skills as well as decision making skill play a crucial role in
organizations. It is very essential that assistant manager of respective company have these skills
9

so that they can perform business activities in correct manner. There are different stages of
problem solving and correct decision making. It very crucial for manager to identify as well as
evaluate each and every stage so that they can take better decisions for organizations. Various
stages of solving problem and taking appropriate decision are mention below.
 Identifying problem – In order to resolve the issues or problem it is essential for assistant
manager to identify the problems (Martin and Manley, 2018). This will help in taking
better business decisions which will lead to resolve. Problems can be identified by
collecting data about issues or observing employees.
 Searching alternatives – There are different alternatives that could help in resolving the
issues. It is important for assistant manager to identify as well as search all alternatives in
order to take better option. This will help in resolving issues in more effective and
efficient manner.
 Selecting appropriate alternative – Once all alternative has been identified by assistant
manager they have to choose best alternative among all. For this it is crucial to identify
pros as well as cons of all alternatives. This will help in selecting more appropriate
alternative for resolving issue.
 Implementing alternative or choice – After selecting the best alternative among different
alternatives it is responsibility of assistant manager to implement it in correct as well as
effective manner. Evaluating results – This is the last stage of solving problems as well as taking better
decision for growth and development of organization. In this stage assistant manager
needs to identify as well as evaluate the results of implemented alternative.
Frederick Taylor
Frederick Taylor is known as the father of scientific management theory. He has develop
management theory as well as scientific principle which is very helpful for organization in
conducting business functions (Marlowe and et.al., 2015). According to scientific management
theory, assistant manager of Costa Coffee company should ne scold or give punishment to its
employees for every mistake they have done. It is very important to provide some benefits as
well as rewards to employees for every great work done. This will help in improving
performance of staff member as well as enhance organisational productivity. This theory is
10

specially developed to make employees more effective as well as creative to perform business
activities.
Henry Gantt-Gantt Chart Information
Gantt chart is considered as an effective tool that could be used by assistant manner to
conduct its organizational activities. Gantt chart is developed by Henry Gantt in 1919 and motive
of developing this is to provide support to manager for performing task in better manner. Gantt
chart can be represented in the form of bar chart which show each and every activity or task that
needs to be conducted (Chan, 2013). This is majorly using for managing project activities. One
side of the chart includes list of activities where as other includes the time frame that is required
to complete activities. This will help in completing whole task in effective and efficient manner.
Frank and Lillian Gilbreth
Frank and Lillian Gilbreth has developed theory in order to increase the performance of
employees. They believe that rules and regulation at workplace will help in improving the
overall employees productivity. Through consistency and regulation employees will be able to
focus on their work and will able to perform task in better manner. They both state that there is
one best way of perform task and assistant manager of respective company needs to identify
specific process. So that employees can follow that particular process as well as enhance their
productivity. As per this theory of management Costa Coffee assistant manager needs to reduce
the number so motion in task as well as focus on increment in performance.
Bureaucratic Management
This management theory is developed by Max Weber and this can be considered as
functions of public activities. Bureaucratic management can be describe as a organization
structure that consist of various rules and regulations (Bedwell, Fiore and Salas, 2014). This has
been characterized by various standardized process, procedures as well as number of task,
division of labor and many more. Max Weber has developed this theory of management in order
to provide guidelines to organization so that assistant manager of respective company can focus
on increasing production by set rules of organization.
Mechanistic vs. Organic Structures
11

There are different types of organizational structure that will help company to conduct business
operations in correct manner. Organizational structure can be classified into two parts such as
mechanistic or organic structure (Middleton, 2013). Both of these two structure are very different
from each other as well as have their own advantages or disadvantages. Mechanistic
organizational structure can be describe as bureaucratic structure as this consist of various rules
and set procedures. Organization which is following this type of structure tends to work
separately though chain of command. Where as organic structure are considered as flat
organizational structure. In this type employees are free to communicate or interact with each
others. Companies which are following organic structure encourages more group participation.
Lawrence and Lorsch (1960’s)
Paul Lawrence and Jay Lorsch has implemented contingency theory of management in 1060’s.
They both believe that there not only one best way of performing business activities. It has been
analysed that there are various contingency factors that have impact over behaviour as well as
performance of employees (Dunne, 2015). It very essential for assistant manager of respective
company to identify as well as evaluate both internal and external factors to enhance productivity
as well as performance of employees. It important to have balance between differentiation as
well as integration for a successful organisation.
CONCLUSION
From the above report it has been analysed that critical thinking play a crucial role in overall
growth and development of organisation. it is very important for company to enhance as well as
develop critical thinking in order to perform business activities in effective and efficient manner.
There are various theories of management that will help organisation to identify problems as well
as resolve them in order to increase overall performance. It has been determined that attitude,
belief and value are very different form each other and it will have major impact over
organisation.
12

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