Managing cultural diversity: the Louie case at Mighty Muffler Brake

Leadership Case

Key issue

The key issue in this case study is the fact that there are some complaints from employees and customers on how the store manager at Mighty Muffler Brake service center Louie relates to them. There are some complains about Louise that are surfacing about his inappropriate comments and actions against other employees and customers.

The root causes

The root cause of this issue is the fact that Louie has a problem in managing cultural diversity among the employees and customers. For this reason he at times becomes quite patronizing to the customers and employees without even realizing it.

Possible Solutions

one possible solution to this issue would be making sure that Louie is able to manage cultural diversity as presented in the organization through the employees and customers. This can be achieved through talking to him and letting him know the importance of accepting cultural diversity in any organization. Another solution is taking Louise through programs that will enable him to relate well with the customers and employees since dealing with them is the main problem here.

Final Recommendations

My final recommendation is that something needs to be done about Louie's towards him being multicultural in his approaches to issues and people. This is because he makes a big contribution to the firm and hence he is important in the organization. Therefore making him more multicultural will mean that the employees and customers will be comfortable with him and the organization will continue to benefit from his input into the organization.

Questions from the book

Question 1

Louie has a problem since it is not only one person who is complaining but there are several complains from different people about him .if it was one person we could give some room and say that maybe the particular individual is being too sensitive but since the complains are from different people it means that Louie really has a problem that many people have noted and hence it has top be addressed.

Question 2

For Louie to become a multicultural manager he should become open minded when it comes to peoples diversity. He should accept people as they come regardless of their culture. He should be ready to learn aspects of people's culture which will enable him to know how best to deal with people from the different cultures. He should not be too up tight and rigid but quite open and ready to deal with people from different cultures. He should treat people from different cultures with respect without discrimination of favoritism. With this in mind then without any doubt he will become truly a multicultural manager.

Question 3

I would recommend for programs that provide him with the opportunity of interacting with people from different cultures. This will enable him to learn more about these cultures and hence know how he can deal with people from this cultures when the coms across them in the line of his duty as a manager.