Case Study – Do You Copy Roger
In Lex Luther we read about how John had to decide whether or not to buy the new Pointof-Order Micros system. He knows very little about computer technology and had a bad
experience 6 years ago with an older version of the same system. In Do You Copy Roger,
Hank Winston, the president of Sun-Micro Systems, has come to FOI to demonstrate the
system.
How might we describe John's reception of Hank? (Childish? Rude?) Would you say that
John was at his best? Does Hank have John's attention? (No, John is still thinking about
the bartender, Chip, comping Louis XIII.)
John's attitude affected other FOI staff. Chef Eric was somewhat rude when he said,
"Oooh, the President! Smokin’!" when he was introduced to Hank Winston. Our
employees take direction from our behavior.
In this situation, John comes across as sort of a jerk. Did he violate any of the Ethical
Principles by his behavior? See the list at the end. Honesty? (No) Integrity? (Maybe. He
knows he should act politely but is irritated and rude.) Trustworthiness? (Maybe. Staff
needs to be able to trust that John will always be professional and not act like a jerk.)
Loyalty? (No) Fairness? (Maybe. John has a closed mind and is not giving the
presentation the attention it warrants.) Concern and Respect for Others? (Yes. John is not
treating Hank and his people with respect and concern for their feelings.) Commitment to
Excellence? (Yes. John is not committed to excellence when he refuses to consider
anything other than his own perception.) Leadership? (Yes. John is the leader at FOI and
is behaving like a jerk. He is not modeling professionalism for his staff.) Reputation and
Morale? (Maybe. Hank and John's own employees may not be impressed with his lack of
professional behavior, and this could damage the reputation of FOI. Employees of FOI
could feel less pride in their leader.) Accountability? (Yes. John is responsible for his
behavior, yet is still behaving badly.)
John's attitude and behavior are unethical. He violates at least 4 of the ethical principles
by acting like a jerk. The possible consequences of his attitude and behavior are that his
staff may follow that bad example. He could miss an opportunity because his mind was
already made up. And, Hank is most likely aware of John's behavior and could take
offense and tell others about what a jerk John is, which could damage the reputation of
John and FOI.
What finally got John's attention? (The new sous chef noticed the hand-held and said,"
Wow, these things are great, man. That's all we used at the institute. Wow, you're the
Hank Winston?") What affect do you think the sous chef's attitude had on John?
So what is the lesson here? Even if it had turned out that the system was not a good
match for FOI, John's unprofessional attitude and behavior can not be justified. He could
have been respectful and polite and turned down the system. On the other hand, acting
like a jerk is remembered and becomes part of his reputation.
Ethical Principles for Hospitality Managers
Honesty: Hospitality managers are honest and truthful. They do not mislead or deceive
others by misrepresentations.
Integrity: Hospitality managers demonstrate the courage of their convictions by doing
what they know is right even when there is pressure to do otherwise.
Trustworthiness: Hospitality managers are trustworthy and candid in supplying
information and in correcting misapprehensions of fact. They do not create
justifications for escaping their promises and commitments.
Loyalty: Hospitality managers demonstrate loyalty to their companies in devotion to
duty and loyalty to colleagues by friendship in adversity. They avoid conflicts of
interest; do not use or disclose confidential information; and should they accept
other employment, they respect the proprietary information of their former
employer.
Fairness: Hospitality managers are fair and equitable in all dealings; they do not abuse
power arbitrarily nor take undue advantage of another’s mistakes or difficulties.
They treat all individuals with equality, with tolerance for and acceptance of
diversity and with an open mind.
Concern and Respect for Others: Hospitality managers are concerned, respectful,
compassionate and kind. They are sensitive to the personal concerns of their
colleagues and live the “Golden Rule.” They respect the rights and interest of all
those who have a stake in their decisions.
Commitment to Excellence: Hospitality managers pursue excellence in performing
their duties and are willing to put more into their job than they can get out of it.
Leadership: Hospitality managers are conscious of the responsibility and opportunities
of their position of leadership. They realize that the best way to instill ethical
principles and ethical awareness in their organizations is by example. They walk
their talk!
Reputation and Morale: Hospitality managers seek to protect and build the company’s
reputation and the morale of its employees by engaging in conduct that builds
respect and by taking whatever actions are necessary to correct or prevent
inappropriate conduct of others.
Accountability: Hospitality managers are personally accountable for the ethical quality
of their decisions as well as those of their subordinates.