Managing Beverage Operations

The Domino Effect of Stress

Hans, the evening bartender, is due for a performance review. Orlando, the bar manager, is especially unhappy about doing Hans's review because Hans still has a problem coming to work on time. Orlando likes Hans and his work is good. But Orlando feels he should "lay down the law" to Hans about arriving late to work. He knows there will be an unpleasant scene.

Orlando is hoping Hans won't mention that his review is due. In fact, Orlando has been going out of his way to avoid Hans, hoping Hans won't ask about it. Whenever he sees Hans, Orlando gets nervous and heads in the opposite direction.

One day, Hans sees Orlando working with Cindy, one of the beverage servers. Orlando can't get away before Hans comes up and says, "Hi, boss. Say, it's about time for my performance review, isn't it? I'm hoping for a big raise this year."

Orlando now feels a bit angry, knowing that Hans is expecting a big raise even though he's been coming to work late. "Well, I do have other things on my mind besides your review. And I guess you'll get that raise when you can show up on time!" Orlando snaps.

Hans is shocked. He doesn't know what to say. Orlando walks off feeling very upset. He can't stop thinking about how he shouldn't have snapped at Hans.

Meanwhile, Hans goes back to the bar, thinking about what Orlando said. "Maybe he's going to fire me," Hans thinks.

A guest at the bar interrupts Hans's train of thought: "Hey," says the guest, "this drink's got too much ice in it!"

"It's the same amount of ice I put in your last drink," Hans retorts. "How come you didn't complain before?"

Discussion Questions

1. Who experiences stress in the scenario? How does their behavior show they are under stress?

2. What problem is the root cause of the stress experienced by those in the scenario?