ORGANIZATIONAL BEHAVIOUR video analysis chef conflict in workplace

Because tonight is an extremely important night when the restaurant is full of customers, the manager insisted on doing the exact menu as last time or Carl will be replaced by his subord

FOREIGN TRADE UNIVERSITY

FACULTY OF ADMINISTRATION

ORGANIZATIONAL BEHAVIOUR

Video analysis: Chef conflict in Workplace

Class ID: QTRE402(2.2/2021).1

Group 3 Student’s Name

Phạm Thị Phương Thảo

Nguyễn Khánh Huyền

Đào Minh Châu

Dư Hoàng Minh

Ngô Quốc Anh

Supervisors: Do Thanh Huong

Ha Noi, 2021

Table of Contents

1Video Summary

2Case Analysis

2.1 Situational Analysis

2.2 Personality Traits Relevant to Organizations

2.3 The Big Five Personality Profile

2.4 Values in the Workplace for the Chef

2.5 Components of perception

2.6 Operant Conditioning

2.7 Creativity of Carl

2.8 Work Motivation and Managing Stress

2.9 Group and characteristic

2.10 Leadership style

3Conclusion - Recommendation

3.1 The chef - Carl

3.2 The manager - Jack

1 Video Summary

The video is about Carl (the chef) and Jack (the owner of the restaurant) In the first

scene, Jack comes to discuss with Card about the food prepared for the famous critic

who will come tonight The owner wants to serve the old menu due to the previous

chef's failure while Card thinks that the menu lacks creativity The next scene happens

after the critic writes about terrible food in the restaurant, Jack reminds Card of

cooking the same menu lasting for 5 years Because tonight is an extremely important

night when the restaurant is full of customers, the manager insisted on doing the exact

menu as last time or Carl will be replaced by his subordinate, then he decided to quit

2 Case Analysis

2.1 Situational Analysis

As we can see in the video, the restaurant manager Jack and the chef Carl do

have a common goal of serving a big-deal customer who is the most important

critic in the city having an online blog sold to AOL for $10 million In other

words, the restaurant manager together with the chef Carl and other people in

the restaurant put their best attempt for a good menu tonight

People are grouped into a team which means a formal group in which there is a

high level of interaction among group members who work intensely together to

achieve a common group goal - serving people coming to the restaurant with

food Homogeneous groups - team members are from the same race so they can

know other people very well leading to better understanding, easy information

sharing, Lower levels of conflict, fewer coordination problems

Consequential task interdependence: The extent to which the work performed

by one member affects what other group members do As we can see, the

restaurant manager's decision will have an impact on what the chef does and

the chef's requirements will affect other people's activities In particular, the

restaurant manager decides on what to cook for the menu tonight and when

Carl doesn’t come along with it, conflicts arise

The conflict happening in the video is a dysfunctional conflict because it hinders

group performance and demotivates the members The conflict here is also show 3

types of conflict:

● Task conflict: The goal of the chief's action is to bring a new dish, which

has never been made before to impress both the critics and the customer while

the goal of the manager is to maintain what has been made in the manu

● Relationship conflict: The chef believes that the owner must respect him

because in his commitment he is allowed to do whatever he wants and the

owner must not interfere On the other hand, the owner thinks this is his

restaurant so he has the right to do it

● Process conflict: The chef wants to create new dishes to impress the critics

while the owner wants to use the dishes already on the menu to do it

2.2 Personality Traits Relevant to Organizations

2.2.1 Self-esteem:

May be defined as how much you appreciate and like yourself regardless of the

circumstances Self-esteem can be defined by many factors including

self-worth, self-regard and self-respect People with a high degree of self-esteem

have a firm understanding of their skills, realistic and appropriate expectations

of themselves and their abilities, and understand their needs and are able to

express them

As we can see from the clip, the chef Carl is a man with a high self-esteem approach Craving for a creative chef in the kitchen, he always wants to try new things on the food Especially, when a “big-deal”

customer comes to the restaurant, he says to the manager Jack “I have something really good planned for tonight.” “I know I was on Twitter I

was promoting the restaurant” despite the fact that Jack just wants to

persist on the old menu which has been served several times

Regarding the restaurant manager, he is also a person with high self-esteem notwithstanding being kind of conservative At the start, he says

to Carl that he already has ideas and sometimes his ideas work And along to the clip shown, he insists on what he needs Carl to do because of believing its efficiency

2.2.2 McClelland’s Learned Needs:

Need for Power: the desire within a person to hold control and authority

over another person and influence and change their decision in accordance with his own needs or desires - this kind of need is shown clearly regarding the restaurant manager - Jack In the beginning, he talks

to Carl in a soft way to convince Carl to cook the old menu that works for many years But when the chef adds some more new things on

tonight's menu, Jack replies “By definition, it’s my food because it’s my restaurant I pay for the glasses I pay for the napkins I pay for the spoons I pay for Molly’s salary I pay for your entire staff’s salary.” and

he even asks for Tony to be the chef instead of Carl

Need for Achievement: as its name, need for achievement is the urge to

achieve something in what you do And we can see that this kind of need

is shown through the entire clip by Carl - he always wants Jack to recognize his creativity by serving people with a new menu

Need for Affiliation: the urge of a person to have interpersonal and

social relationships with others or a particular set of people Looking at the chef Carl, we all can see Carl cares about his staff and their tasks, he pays attention to the restaurant manager when Jack asks for a five-minute talk, and he desires to serve the customers with delicious but creative meals

2.3 The Big Five Personality Profile

Extrave

rsion

Neuroti cism

Agreea bleness

Conscie High

ntiousn

ess

ss to

Experie

nce

2.4 Values in the Workplace for the Chef

2.4.1 Intrinsic Values:

Interesting work: He enjoys his work and is dedicated to it As you can see, he is

continually looking for fresh recipes for new dishes

Making important contributions: He is the leader of a large team, and he is eager

to increase the production of his group

Learning new things: Carl doesn’t hesitate to learn and do new things

Responsibility and autonomy: He bears a great deal of responsibility for his

consumers and the dishes he provides He is well aware of his failure

(sweetbreads), and he is in great demand from his customers

Being creative: Carl always shows his wish to be more creative in the restaurant

by serving the customers a new menu “I’m not talking about how much money

we’re making, I’m talking about creativity, the food that we’re serving.”

2.4.2 Extrinsic Values:

Job benefits: His kitchen is his profession, and he takes pride in it

Status in wider community: He is a social media icon as a result of his

restaurant work, which helps him earn greater fame in his field

2.5 Components of perception

2.5.1 Perceiver

2.5.1.1 The owner:

Schemas:

That restaurant is very popular thanks to the menu that has remained unchanged for 5 years, which proves that people love it and the menu is still good now

The sentence “Remember what happened when you put guts on the menu?” reminds me of the time when Carl experimented with a new

menu, sweetbreads, that no one wanted to order

Even after being criticized by famous critic, he still think that it is not the sign to change because the restaurant only serve the normal person, not the critic

Recency effect: Due to the failure of the “sweetbread”, the owner thinks the new menu will not work

Motivational state & Mood: Currently, the restaurant is at the top when

compared to the others around here, and tonight the restaurant will be reviewed

by the most critic in the city It’s a big deal so the manager is very stressed, and

he wants to at least maintain the rank or get a promotion on this occasion

because of the famous menu or what they do best

2.5.1.2 The chef

Motivational state & Mood: He desires to create new dishes and satisfy the

customer instead of doing the same things day-to-day In the second scene, he

feels very angry due to being criticized so he can’t keep calm and decides to

quit after being forced to cook the old menu

2.5.2 Target

Having good food to serve customers, developing the restaurants: All of them

don't make a clear definition of the good menu The owner thinks a good menu

is one which satisfies customers enough, and can bring revenue to the

restaurant In term of the chef, a good menu is new, creative one and make

customers feel very satisfied

2.6 Operant Conditioning

To please the most important critic in the city, Carl wants to cook a good menu for him

in a creative way Because he is a good chef, he has an agreement with the manager

that he has full control in his kitchen area But at the end of the video, the manager

rejected that agreement, forcing Carl to obey because he made a similar mistake in the

past which all of the customers don’t like Since this is the second time making this

mistake and still refusing to change his opinion, Carl was fired (Operant Conditioning)

Operant Conditioning

Positive reinforcement:

At the beginning of the video, there is a sentence "I sank a fortune into the

remodel to get you the French cooking top, not every chef gét that " which

proves that Carl has been doing very well here for many years, making the

restaurant extremely popular and has a lot of visitors The manager appreciates

that, he gives Carl a French cooking suite, because he deserves it, and gives him

full control of the restaurant's kitchen

Negative reinforcement:

When he made the first mistake of sweet bread, the manager forgave him

because it was a test to help the restaurant grow

But this time is different, right from the beginning of the video, Carl showed a

very uncomfortable attitude, refusing to cooperate The sentence “the fact is,

you work for me, in my restaurant, right? I’ve had chefs before you in this

kitchen, I’ll have chefs after you OK?” pointed out that if he kept doing what

he wanted, he would be fired And at the end of the video, right before the most

important moment, Carl still does what he wants, and that's when the manager

fires him

2.7 Creativity of Carl:

Individual differences: Carl is high at openness to experience, he always comes

up with new ideas and ways of cooking as he is supposed to prepare a new menu

for the critic or provide a new dish”sweetbread” After no one ordered the

sweetbread, he is still confident about his ability and be willing to take the risk

of being criticized by the owner for a second chance When it comes to locus of

control, he strongly believes in himself and feels responsible for increasing the

quality and flavor of food In addition, he is a smart person and being recognised

by the boss as Jack said he bought for him French cooking suit because he

deserved it

Task-relevant: Carl is the main chef of the restaurant for over 5 years, which

proved his ability Even Jack also admitted his expertise, promising will only

keep control of the outside kitchen in the original deal

Intrinsic motivation: He enjoys his work and is dedicated to it Carl's biggest

motivation is to cook his favorite dishes every day and please everyone with his

enthusiasm

Level of autonomy: Carl is the head chef so he can freely cook in his way and

control over other work on a daily basis His independence to make decision in

the kitchen is shown clearly when he mentioned the deal between him and his

boss

Form of evaluation: His boss, Jack, does not like the idea of creating a new

menu, and everytime Jack talks about adding the new dish, they argue The

more being criticized, the less innovative ideas Jack creates Last time, when

Jack threatened that if Carl don’t cook as he said, his subordinate could replace

his position, he decided to leave

Importance of task: The famous critic will come tonight, which will influence

the reputation of a restaurant, Card is very excited and busy preparing the most

delicious meal He eager to serve the important guest the new dish as well as

make the restaurant more famous

2.8 Work Motivation and Managing Stress

2.8.1 Need theory

In the model of Alderfer’s ERG Theory, Carl is in growth, his biggest

motivation is to cook his favorite dishes every day and please everyone with his

enthusiasm

Carl is the head chef of this restaurant He is in charge of all the cooking, menu

making, and managing other chefs He is always looking for ways to innovate the

menu with creative ways like "put guts on the menu", always hoping to bring

better quality to the restaurant and a better experience for customers

In this case, Carl wanted to improve the menu that had made the restaurant

famous for five years He suggested to his manager that he replace it with

something very creative to impress the most important critic in the city, which

can increase restaurant ratings But the manager disagreed and threatened to fire

him if he didn't follow the menu because he thought that was what he did best

and the customers liked it

Until the end of the video, Carl is still determined to improve the menu to be

better to bring satisfaction to customers, he even posted on Twitter to urge

customers to come to the restaurant to enjoy his new dish

2.8.2 Managing stress

There is a sentence “Am I allowed to be happy at work" appearing when the

chef Carl is talking with a woman named Molly These words show that Carl

now experiences stressful feelings and emotions because he has to meet the

restaurant manager’s requirements - cooking the same menu for several years

without any changes and cannot do what he wants to - being more creative at

work by something new at the restaurant like sweetbreads and calves' brains

People being highly stressed often have low levels of job satisfaction and

organizational commitment In this situation, Carl confesses to Molly his real

thoughts about the job Especially, at the end of the video, when conflicts come

to the highest level and the restaurant manager Jack says “So either you cook

my menu or Tony can Tony, you’ve been cooking it half the time anyway Tell

the truth, right?” Carl supposes that he is fired and then leaves the restaurant.

2.9 Group and characteristic

Group is a set of two or more people who interact with each other to achieve

certain goals or meet certain needs Although group members may have one or

more goals in common, this does not mean that all their goals are identical, a

group goal is one that all or most members of a group can agree on As we can

see in the video, the restaurant manager Jack and the chef Carl do have a

common goal of serving a big-deal customer who is the most important critic in

the city having an online blog sold to AOL for $10 million In other words, the

restaurant manager together with the chef Carl and other people in the restaurant

put their best attempt for a good menu tonight

2.9.1 Types of work groups:

One way to classify groups is by whether they are formal or informal

Managers establish formal work groups to help the organization achieve its goals The goals of a formal work group are determined by the needs

of the organization In the video, people are grouped into a team which means a formal group in which there is a high level of interaction among group members who work intensely together to achieve a common group goal - serving people coming to the restaurant with food

All groups change over time as group members come and go (because of turnover, hiring, and promotions, among other things); group tasks and goals change; and group members gain experience as they interact with one another Understanding how groups change is important because groups and their members face different challenges at different stages of development Two main characters in this video (the restaurant manager

Jack and the chef Carl) have worked together at least for 10 years “It's filled with people that’ve been eating your food for the last 10 years”

That means after a long time of operating, people in this restaurant have