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Case Analysis

HRES2201: Introduction to Human Resources - 22JANMNTR1

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1. The case states that Hailey created a handbag business that involved selling

custom made and personalized bags. When customers were not satisfied with their

orders or product, they would post negative comments on the company’s social media

platforms.

a) What is the HR definition of discrimination and harassment? 3 marks

Discrimination is the unlawful and not objectively justified adverse treatment of a

person or group of persons based on race, color, national origin, religion, sex (including

pregnancy and gender identity), age, marital and family status, disability, sexual orientation,

or genetic information. It applies to employment and the provision of goods and services.

Harassment is a form of discrimination. It includes any unwelcome physical or verbal

conduct that offends or humiliates you, such as based on race, color, religion, gender, national

origin, age, disability, or genetic information. Harassment is a persistent behavior. Serious

one-time incidents can also sometimes be considered harassment. "Sexual" harassment is a

special type of harassment that includes unwelcome conduct such as sexual advances,

requests for sexual favors or dates, comments, discussions, comments, or sexual jokes about

personal appearance, and/or other verbal or physical harassment that has the nature of sex.

b) Would the comments that were written on the various social media sites be

considered harassment? Explain why or why not and connect it back to some of the

concepts discussed in class 5 marks

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The comments that were written on the various social media sites would be considered

harassment. The reason is there are some wordings which is verbal conduct that offends or

humiliates to Hailey. For example, “This f****** chick needs to learn how to run a

business.” (Varlaro, J. D., & Amos, N. M., 2021), this sentence contains foul language and

insults. Also, there are few comments with wordings “scam” & “fraud”, those are humiliation

and slander. Last but not the least, 2 of the comments are belittling Hailey’s handbags and

promoting their own business, which is not a reasonable behavior.

2. No matter the size of an organization establishing a strong organizational culture

is important for business success.

a) What is the definition of organizational culture? 2 marks

Organizational culture is defined as the underlying beliefs, assumptions, values and ways

of interacting that contribute to the unique social and psychological environment of an

organization.

b) What could Hailey and Beth have done to establish a stronger organizational

culture to deal to try and limit the potential for negative comments from

occurring? 3 marks

First, Hailey and Beth should clarify roles and decision-making rights, and then formulate

work schedules and workloads to ensure that both parties know who should be responsible
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and how time should be controlled. Secondly, Hailey and Beth must actively establish a

positive working relationship, so that the other party can better understand each other's work

position and establish mutual trust and respect. Hailey should let Beth know the direction and

strategy of the organization and convey Beth’s clear expectations. At the same time, Hailey

needs to know Beth’s needs or deficiencies in order to provide opportunities for learning new

skills and career development, as well as knowing Beth’s skills and strengths to arrange jobs

that she can control. If Beth has a problem at work, how should it be handled, Hailey needs to

provide resources and support to find a solution to the problem. Finally, Hailey should listen

to and adopt the opinions of Beth and give recognition and praise for Beth’s dedication.

3. What are two recommendations you have for Hailey for how she can improve

her business operations, address the negative comments on social media, and

maximize the effectiveness of the company? 2 marks.

I would propose that Hailey re-examine her business plan. Because many entrepreneurs,

from the initial business plan to the establishment of the business, until the end, may have

changed the entire plan due to many external or internal factors. Hailey started her own

online sales business at Esty Inc. in 2005, teaching herself the pattern and making her own

handbags, doing it all by herself. By 2015, Hailey had set up her company, and the entire

business model was very different from a decade ago. The company's sales, production, and
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even the jobs to be dealt with are also exponentially multiplied. So, if Hailey can re-examine

her business plan, see if there is any need to add to her business plan, or delete some

unnecessary things. (Rodriguez, G., 2013)

Second, Hailey needs to find his weaknesses in this business and improve. Because it is

often their weakness that causes problems in the entire operation process. If you can identify

your weaknesses, such as understaffing, you need to consider whether you need to increase

the number of people. Or Hailey and Beth's lack of online media communication may also

require more close contact with customers to regain their confidence in them. (Rodriguez, G.,

2013)

On how to resolve negative comments on social media, first be sure to thank all your

customers for their feedback. Because no matter whether the customer feedback is positive or

negative, we also want to thank them for providing some solutions or opinions on the

platform, so that we can know their needs more clearly. We have to learn to respect their

opinions, and don’t complain about their negative comments, because whether it’s positive or

negative, we are also the finalists who are ultimately responsible for their feedback. And

through our priority and respect attitude, we can have more discussions with customers. For

example, we can use email or telephone to provide customers with more considerate service,

and make customers feel that we take their needs seriously and ensure that we hear customer

needs. At the same time, we should respond to customers as soon as possible and provide all
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solutions that can meet customer needs. We should not only use model answers, but provide

personalized messages when need, so that customers know that we are responding to each of

them, rather than perfunctory. (Panel®, E., 2020)

Last thing is how to maximize the effectiveness of the company, which Hailey might

need to think of getting a human resource professional to help her. As human resource

professional could help to design and implement the changes within the company to improve

the organization, so that the resource can relocate with better position to help out the

organization. (CCCK Online.,2016)

Reference:

1) CCCK Online. (2016, August 18). 5 strategies to improve organizational

effectiveness. Central Christian College of Kansas. Retrieved February 16, 2022, from
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https://myonline.centralchristian.edu/news/2016/08/17/5-strategies-improve-

organizational-effectiveness#:~:text=5%20Strategies%20to%20Improve

%20Organizational%20Effectiveness%201%20Make,the%20efficiency%20and

%20effectiveness%20of%20a%20company.%20

2) Panel®, E. (2020, December 15). Council post: 10 positive ways to address negative

feedback on social media. Forbes. Retrieved February 16, 2022, from

https://www.forbes.com/sites/forbescommunicationscouncil/2020/12/18/10-positive-

ways-to-address-negative-feedback-on-social-media/?sh=7f4bd01b337c

3) Peacock, M. (2022). Understanding Human Resources Management: A Canadian

perspective. Cengage Canada.

4) Rodriguez, G. (2013, April 4). 10 ways to improve your business operations. Home

Business Start a Successful HomeBased Business. Retrieved February 16, 2022, from

https://www.powerhomebiz.com/managing-and-growing/managing/10-ways-to-

improve-your-business-operations.htm

5) Varlaro, J. D., & Amos, N. M. (2021, August 31). Bow Valley College HRES 2201

Case Analysis Winter 2022. IVEY.