Hospitality Leadership: Analyzing Co-worker Performance & Behaviour

This report examines the declining performance of a worker at Highlands Coffee, attributing it to rudeness, mistakes, and a lack of ownership. The analysis delves into the causes of this poor performance, including inadequate management support, lack of training, and job-related anxieties. Applyin...Read More

Running head: ORGANIZATIONAL BEHAVIOUR
Organizational Behaviour
Name of the student
Name of the University
Author note

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Table of Contents
Introduction................................................................................................................................2
Description of co-worker...........................................................................................................2
Causes of the poor performance.................................................................................................3
Recommendations......................................................................................................................5
Conclusion..................................................................................................................................5
References..................................................................................................................................7

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Introduction
Organisational behaviour refers to study and the application of the knowledge
regarding the human behaviour in relation to various elements of the organisation like
structure, technology along with the social systems. It helps in studying the people within the
groups that can help a business in operating in the effective manner. It is indicative of human
factor which contributes to productivity of employees and hence it is an important aspect of
an organization. The managers should have the capability of explaining and evaluating the
human behaviour which depends on the knowledge and skill of manager of being able to
handle the people in various kinds of the diverse situations (Buchanan & Huczynski, 2019).
Value system, job design, organizational culture and the emotional intelligence are the causal
agents which helps in the determination of the human behaviour. Job performance refers to
overall expected value from the behaviour of the employees that takes place over a period of
time. Highlands Coffee refers to the coffee shop chain of Vietnam which was established in
the year 1998 (Highlandscoffee.com.vn., 2020). This report discusses about the declining
performance of a worker in Highlands Coffee and the reasons lying behind the deteriorating
performance of employees. The report recommends the measures which can strengthen the
performance of the employee in the company.
Description of co-worker
The co-worker is rude and is being abrupt with the customers which is having a
detrimental effect on the customer service of the coffee shop chain. He makes the frequent
mistakes which is causing additional work for the other workers and it have paved the path
for the unnecessary service failures. The employees refuses to take ownership for problems
which are being created by him which is creation bad reputation for Highlands Coffee. His
behaviour has becoming toxic that is proving to be detrimental for the customers and the co-

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workers. He is engaging himself in the inappropriate behaviour that was making the work
difficult for the other employees. The toxic employee is harming the dynamics among the
team that is having a negative effect on the team mates (Wilson, 2018). He is having a bad
attitude which was jeopardizing the work of the other employees within the company. His
work was interrupting the work of the other employees which is making them act in the
unfriendly manner. The employee is arriving late in the workplace and he is not being able to
engage himself in the various kinds of activities in the company. He is not listening to the
demands of the customer that is infuriating the customers of the company. A customer had
asked him for a particular kind of the coffee and the co-worker had supplied a different brand
that made the customer very angry with him. The worker however did not apologise that
made the customer leave the company. The performance rating marks him as “poor” as he is
not being able to work on the basis of the expectations of the company.
Causes of the poor performance
The managers do not address behaviour of the employees that has given rise to the
dissatisfaction among the employees. The managers of Highlands Coffee does not involve
themselves in coaching the bad behaviour of the workers that makes the employees feel
dissatisfied in the company. The employees are not provided with the training that fails to
empower the employees of company (King & Lawley, 2016). The employees have to suffer
on account of the lack of the motivation which was demoralising the employees of company.
The workers do not feel the drive of working in an effective manner in the company. The
employees have to suffer from the job-related anxieties on account of the fact that they do not
get the support from the people in the management of the company (Barry & Wilkinson,
2016). The employees cannot focus on their job and they cannot complete the tasks in that of
the best possible manner. The employees feel that they do not belong to company which
creates the way for the low performance of employees (Chandra, 2016). The people who are

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working in the higher levels in the company does not communicate principles along with the
values that have bad effect on performance of employees. The good work of the employee
was not acknowledged in the company that have been instrumental in the reduction of
motivation of the employees. The effort of the worker was not recognized that have
decreased the productivity of the employee within the framework of Highlands Coffee.
Value Percept theory states the job satisfaction of an employee is dependent on
whether the job is able to supply things which are considered valuable for the employees of
company. The job satisfaction is on the basis of the cognitive along with the affective
components of a job. The value being provided to the work of the employees can be
instrumental in increasing the productivity of employees of a company. The work of the
employees are not recognised in the proper manner that have paved the path for the low level
of performance of the employees. The attention is not paid on the development of employees
in the company that have demoralised the workers of the company (Aithal & Kumar, 2016).
The employees are not paid with the fair amount of wages that have a bad effect on the
morale of employees within the company. The employees have not been promoted which
have demoralised the workers of the company.
The job characteristics theory discusses about the implementation of the principles
which can enrich the job within the framework of the organizational settings (Birtch, Chiang
& Van Esch, 2016). It proposes model pertaining to the core job characteristics that can give
rise to the effective outcome for the employees of company. It talks about the fact that skill
variety, task significance, feedback, autonomy along with the task significance have an effect
on the elements of motivation, performance, turnover, satisfaction along with the absenteeism
of the employees within a company (Ranjan, 2017). The employees of Highlands Coffee do
not get the positive feedback from the employers that has an adverse effect on their

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performance. The employees are not provided with the autonomy that affects the work
performance of the employees.
Recommendations
There are certain steps which can be adopted by the managers that can help in
improving the performance of workers in Highlands Coffee. The performance appraisals of
the employees should be conducted regularly that can help in understanding the position of
the employees in the company. It can help in setting the goals of the workers that can help in
the long-term growth of the employees. The managers should lay focus on the aspect of the
employee development that can help the workers in the achievement of the career goals in the
company. The employees can be provided with training pertaining to the communication
skills that can help the company in providing the superior customer service to the people. It
can help in closing the skills gap that can remove the impediment in the path of the workers
in the company (Bayraktar et al., 2017). It can be instrumental in improving the skill sets of
the employees that can increase the efficiency of the performance of the employees in the
company. It can prove to be useful in maintaining and improving the satisfaction level of the
employees. The employees should be given with the frequent and the timely feedback that
can help the employees in understanding their standing in the company. It can help the people
in the company in carrying out the roles in the effective manner that can increase the value of
the employees in the company. The employee engagement surveys can be helpful in
understanding the grievances of the employees that can act as a positive factor for a company.
The managers of the organization can be provided with the authority of making the vital
decisions that can prove to be critical for the success of the company. The employees should
have the inputs in relation to the goals along with the objectives that can provide
encouragement to the employees.

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Conclusion
A worker of Highlands Coffee is acting in a rude manner that is having a negative
effect on the element of the customer service in the company. The mistakes are committed by
the employee that is giving rise to a hindrance in the path of the other employees in the
company. The worker refuse to take the ownership in relation his professional responsibilities
in the coffee shop chain that has created the bad reputation for the company. The managers of
the company should provide training to the employees that can make the employees feel
valued in the company. The coaching can also be provided to workers that can train the
employee in relation to their bad behaviour. The employees do not feel motivation that have
demoralised employees of company. There exists the lack of the drive among the workers
that impedes the work which is carried out in the company. It is recommended that the
performance appraisals should be held at the timely intervals that can aid in the growth of
employees.

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References
Aithal, P. S., & Kumar, P. M. (2016). Organizational behaviour in 21st century–'Theory A'for
managing people for performance. IOSR Journal of Business and Management
(IOSR-JBM), 18(7), 126-134.
Barry, M., & Wilkinson, A. (2016). Pro‐social or pro‐management? A critique of the
conception of employee voice as a pro‐social behaviour within organizational
behaviour. British Journal of Industrial Relations, 54(2), 261-284.
Bayraktar, C. A., Araci, O., Karacay, G., & Calisir, F. (2017). The mediating effect of
rewarding on the relationship between employee involvement and job
satisfaction. Human Factors and Ergonomics in Manufacturing & Service
Industries, 27(1), 45-52.
Birtch, T. A., Chiang, F. F., & Van Esch, E. (2016). A social exchange theory framework for
understanding the job characteristics–job outcomes relationship: The mediating role
of psychological contract fulfillment. The International Journal of Human Resource
Management, 27(11), 1217-1236.
Buchanan, D. A., & Huczynski, A. (2019). Organizational behaviour. Pearson UK.
Chandra, T. (2016). The Influence of Leadership Styles, Work Environment and Job
Satisfaction of Employee Performance--Studies in the School of SMPN 10
Surabaya. International Education Studies, 9(1), 131-140.
Highlandscoffee.com.vn. (2020). Highlands Coffee. Retrieved 4 January 2020, from
https://www.highlandscoffee.com.vn/
King, D., & Lawley, S. (2016). Organizational behaviour. Oxford University Press.

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Ranjan, P. (2017). Human Resource Management and Organizational Behaviour. Journal of
HR, Organizational Behaviour & Entrepreneurship Development, 1(1), 8-12.
Wilson, F. M. (2018). Organizational behaviour and work: a critical introduction. Oxford
university press.