Flippant Jessica Loan Officer Case Study Help Analysis With Solution

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Flippant Jessica Jessica, age 26, is a consumer loan associate at a large downtown branch of First Street Trust. Her expertise centers on processing loans for vehicles, boats, large home appliances, and furniture. Jessica hopes to soon be promoted to a loan officer and then perhaps a bank manager several years later….
• Nick Jackson, our head custodian, came to me one day shaking his head because you asked him if he had any stories he could share with you from his combat days in World War II. Looking bewildered, Jessica said, “I’m sorry if I hurt anybody’s feelings. It’s like some of these older people can’t take a joke. I never complained when Bill or Nick call me ‘young lady.’” Cindy then said, “You need to change your attitude. Or maybe we should send you to diversity training. I’ll let you know my decision soon.”
Discussion Questions
1. What actions do you recommend that Cindy take to help Jessica relate more effectively to baby boomers and older coworkers and customers?
 

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2. What steps do you recommend that Jessica take to modify her age-related jokes? (Or, is Cindy being too picky?)
 
3. What impact might Jessica’s behavior have on the diversity climate at this branch of First Street Trust?
 

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