1. What elements of the performance management cycle in Figure 9-1 are evident in Stewart’s comments?

2. Is Julia Stewart a good role model for how to generate employee engagement and motivate the employees in her company’s restaurants? Explain.

3. In terms of Thomas’s four building blocks in Figure 9-3, how would you rate Stewart’s “teaching” style of management for generating intrinsic motivation in her employees? Explain.

4. What role does positive reinforcement play in this case? Do you think Stewart uses it effectively? Explain.