These are the questions and my response. Please relate the answers to my response and the company is Starbucks; What could the company have done differently? How could they have avoided this problem? What did they do effectively/ineffectively? What strategies should the company have implemented to manage the diversity problem/crisis? My response; Starbucks management should take note of these prior instances and modify their perspective from "What did our employee do that was offensive?" to "How can we learn and adapt?" Starbucks' success can be due to their hectic workplace. However, the company runs the risk of overlooking and hurting the customer experience by making quick, impersonal connections with customers. This may signal that the company values quantity over quality. Previous instances of prejudice and racial profiling within the company were brought on by isolated incidences around the nation. Customers' and employees' perceptions of the company are impacted by this. If the company's public relations department had created standardized methods for educating their staff about racial profiling and unconscious bias, the issue might have been avoided. The corporation responded successfully when, despite being tardy, it fully accepted responsibility for its actions despite being aware that it was to blame for the incident. What was requested by the corporation was a detailed apology statement. The stakeholders accepted Johnson's sincere and heartfelt apology. In addition, it was a big step toward rapprochement to have the CEO of a significant company fly out and personally apologize to Nelson and Robinson. their interactions with stakeholders. Public relations were required by the business to control and limit the message in order to preserve the reputation of the corporation. A single incident might seriously damage their reputation as a well-known firm with more than 28,000 outlets abroad. Nelson and Robinson, the victims of workplace harassment and racial profiling, needed to see evidence that the organization cared for them. The business required public relations to establish standardized practices for educating staff members about racial profiling and unconscious bias