Case Study 3
You are the director of human resources for the Midwest division Kelly Green. Two of your employees are accused of being racist towards customers. In your customer letter, she states:

Today I visited your Kelly Green clothing store in downtown Chicago. In what is perhaps the most disturbing experience of my life - and I am a registered nurse aged 45 - the male clerk decided to attack me verbally, saying, "I really hope you can speak English" and "I think someone like you can not buy our merchandise. "

He said this as soon as I entered the shop. When I tried the silk blouse I was going to buy, I heard it outside the dressing room while singing, "Ching Chong, Ching Chong." There was also a female officer on duty, and I heard them both laughing.

I have been shopping at the Kelly Green store for two years. I have never seen that one employee before, and I have certainly never been treated like this in the past. When my family emigrated to the United States from the Philippines 60 years ago, they met with prejudice, but I don't think they can imagine that in this day and age Americans will still be very rash about other Americans.

I am not writing to you in the hope of being compensated or threatening a lawsuit. I just want you to know that you have employees whose ideas on civilization are very flawed. Clerks are young, and I hope you can use this experience to teach them a better understanding of dignity that is acceptable to everyone.

Thanks.
Lila Oranto
P.S. I still want to shop at Kelly Green, but I will drive 30 miles to avoid returning to the store.

You were very surprised to read the letter, and your surprise became anxious when you found a surveillance video that could provide a visual recording of the event that was deleted anonymously. The parties concerned, a 19-year-old man and the other a 21-year-old woman, were both employed at the same time and only one month before. But male officers have already been warned about coming to work twice late, and female officers have been involved in quarrels with customers during their return. Kelly Green has a strong policy towards discrimination of customers and employees, but apart from the word customer, you have no conclusive proof that the court clerk behaved improperly. They both denied the incident happened. The manager who will usually be in the shop is on his way back from making an afternoon deposit at the bank. At the same time, you see no reason not to trust your customers.
Your solution, though not perfect, is to document the alleged incidents in both employees, along with reprimands to everyone on duty that day for deleted surveillance video. In addition, you require that all employees in the store attend diversity training.
a) Write a letter to Miss Oranto explaining what will be done.

For me personally, I think Miss oranto wants to be compensated by emotions maybe you can write a letter with readers benefits, you-attitude, an positive emphasis. and make the culprit doing the demonstration of diversity training and you will promise her to send the video to her after it happens to make her want to come to that particular clothing store again.