Imagine that you are all managers in a local restaurant (your group can choose the name). There are many restaurants in town, making it a competitive business. Your food is good, but so is the food at many other dining options in town. You recognize that providing high-quality, friendly service and having actively engaged employees is going to make the difference between your restaurants success and failure.

Your management team decides to first address organizational citizenship and employee engagement as drivers of high-quality customer service. After all, employees who are not engaged and who are unwilling to engage in citizenship behaviors are less likely to contribute to your desired culture of providing great customer service and a friendly atmosphere. First think independently about what your restaurant can do to enhance the engagement and citizenship behaviors of your employees. Then share your ideas with the group and identify your top three suggestions for the restaurant. Be ready to share your ideas with the class.

Your management team next decides that it will be important to minimize dysfunctional employee behaviors if the restaurant is to succeed. Behaviors including theft, harassment, rumor spreading, absenteeism, and high turnover will hurt the restaurants finances, negatively affect morale, and weaken your teams ability to provide quality customer service. First think independently about what your restaurant can do to minimize the occurrence of these destructive behaviors. Then share your ideas with the group and identify your top three suggestions for the restaurant. Be ready to share them with the class.