OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Briefly restate your situation from Module 1 and your role.

My role is a Store Manager. As a store manager I oversee a team that responsibility is

provide a great customer experience to all. As a manager I participate in conflict
management, ensuring team is following standards and procedure, and many other tasks. The
situation that I am completing this case analysis on is the incident in New Jersey where two
African American were discriminated against by the store manager who is Caucasian. In the
incident the two men where falsely accused resulting in their arrest. Cell phone footage from
witness allowed the truth to be told and the men were freed but still had to endure the trauma
of the experience (Errin Haines Whack, North Jersey Media Group, 2018). When that
incident took place Starbucks issued an apology on behalf of the company to the men. A
couple weeks later Starbucks closed over 8000 company stores in the US for a bias training
(Starbucks Corporation, 2019).

2) Describe how the human resources of the organization influenced the situation.

The human resources of the organization influenced the situation in a few ways. First the
store manager was not promoting diversity and inclusion. The men were the only African
Americans in the store. She called the police on the guys not even 5 minutes of them
being there for no reason because of her own biasness. She was allowed his biasness to
control her actions. Secondly, when the manager was accused of being racist, she denied
the claims and made up false information to justify hes behavior. In the vulnerable state
she was in, she tried to deceive everyone to protect herself because she was wrong. She
had no reason to call the police.

The lack of proper training on culture of Starbucks influenced this situation. They
did not invest in their people in some places that they needed to, to ensure a situation like
this would be avoided. They needed to properly teach their employees to separate their

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 personal beliefs that do not align with their mission and values aside while they are are at
work.

3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

I would recommend Starbucks to included questions about biasness in their interviews.

Using these questions will help to identify someone who has discrimative behavior. You
can help avoid situations like this if you know that your candidate has a biasness.
I would also create training to help acknowledge and address biasness that is conscious
and unconscious. This training can help partners who may not know they have a bias and
also help develop inclusion within the organization and towards our customers.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

In this situation, The men asked to use the restroom and was told no because they had to
purchase something. Knowing starbucks policies they did not have to purchase anything.
He chose not purchase anything and sat in the lobby. I would have allowed him to use the
restroom. At that moment it was nothing else that should have transpired because they
were sitting at the table waiting for a business partner. They was at the store for not even
3 minutes and the store manager called the police with no reasoning. None of that should
have happen.
If I happened to have the bias she did and I felt someway about their prescence, the first
thing I would do would be to ask myself If I would take the same course of action if it
was someone else. This will tell me if what I am doing is appropriate and not practicing
inclusion. They way we interact with people has an affect on the culture of the
organization.

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 Reference or References

Starbucks Corporation. (2019b, June 18). Celebrate Latinx Heritage Month. Starbucks Stories.

Retrieved September 26, 2022, from https://stories.starbucks.com/stories/2019/different-

kind-of-company/