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 an Operations Supervisor in Bowlero Corp. My role when this situation occurred
was an internal role and one that I feel I can still have a full picture of the situation that
occurred. The situation boils down to when a party left a tip for the staff. He left a tip that
was quite large to be split between the staff who worked for the party. He left $100 to the
server and bartender and then $50 each to the two kitchen staff. I was not there for the
discussion of how he was splitting the tip, which occurred with my GM and the contact as
there was a form that had to be filled out and I had not split a credit card tip before. The
bartender felt that she deserved all of the tips as she worked “the whole party”. This was not
the case as the cooks worked the party as well as Amber until Roxy scared her off of the bar,
which I was not there to see that day but was aware of the conflict between them. Roxy also
felt that I should be on her side when I was just being partial to what the contact wanted.
Roxy ended up walking out mid-shift, angry with what happened, and quit.

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

situation.

Human resources were involved in the situation because Roxy had filed a complaint after
she walked out on her shift on me and my GM who was working that night. Upon further
investigation, HR did not write an associate performance review for me which is like
being written up, because of the situation and how Roxy had already walked out on her
job earlier that week and felt that she was not a team player when the rest of the staff had
clearly worked the event as well. Where HR becomes involved with me in this situation,
it is because when the party was leaving the tip I had swiped into the computer instead of
an associate, and since our tips get transferred to usually one employee at the end of the
night who does the no tips and tips from the manager as a reward, the front desk did not
have that receipt, and there was a zero tip assigned to it, making it now an extra challenge
to try and claim the tip later. I had forgotten to claim the tip because of all the drama that
happened and just wanted to go home since I was not the closing manager, feeling as
though some of this was my fault even though it was simply what the contact wanted,
whether the bartender thought it was fair or not is another thing. So HR recommended
that we do a payout until the contact came in to redo the tip, and even with my hard
efforts to have the contact come in, has not returned. Although the staff was able to get
their earned money it still was my fault that they were not able to get it on that paycheck
and now the store is out $300 for my silly mistake. I have learned from it however and
am much more mentally aware in those situations instead of becoming flustered and
confused on what to do.

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

Since Human Resources had not communicated directly with me, I felt almost as if my
GM was being my messenger for me. It concerns me just because I have no clue what the
conversation was between HR and Roxy and between HR and my GM, how much they
know about the actual situation, how much blame is on me, whether I'm on a watch list
kind of thing, so I would have rather have had HR send me an email directly about it
instead of my current GM who was also involved in the situation as it made it seem more
bias and closed door kind of handling the situation. My GM had communicated with me
about the situation and how it was being handled however minor details that I feel like I
should know, makes me question where I now stand within the company. I would like to
think that I am fine since I was still eligible for my promotion however like strikes do I
have one? Two? Other than that I think Human Resources was very helpful in being
unbiased to the situation except for the fact they weren't communicating directly with me.
Maybe this just means that there was nothing else to talk to me about, however, with such
an open-door policy all of a sudden not being involved in the conversation feels like
punishment.

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

Knowing what I know now, there are a few things that I would do differently. Number
one is making sure I am not swiping into the computer when there is a tip or cash
transaction involved so money is accounted for and employees are held responsible for
tips and cash transactions. Only in the case of a tip approval or split as I described in this
scenario. I also will not let personal relationships and feelings become involved when I
am in a position of authority and have to obey a customer's wishes when they are fair and
generous, even if my team members do not agree. Looking back on it now, it seems silly
for Roxy to get upset over a tip like this considering when the situation happened it was
New Year's and New Year's Eve so they were already making time and a half plus the
 rest of the tips she would have made that night. I understand that she's struggling
however she would have made more money if she had been a team player. From the HR
aspect, I always can reach out to them and since they are HR, I would hope that they
would be willing to communicate with me and if I did have questions about the integrity
of the situation they would be able to provide me an honest explanation.

References:

1) Perusall, Chapter 7: Improving Human Resource Management

2) Perusall, Chapter 8, Interpersonal and Group Dynamics

Bolman, L. G., & Deal, T. E. (n.d.). Reframing Organizations: Artistry, Choice, and
Leadership - 2021, 7th Edition. Perusall. Retrieved January 29, 2023, from
https://app.perusall.com/courses/ogl-481-org-leadership-pro-seminar-i-2023-spring-a/
reframing-organizations-artistry-choice-and-leadership?
assignmentId=ncycehbXcuuaBnEsQ&part=1 (apart of the Perusall references)