Activity: Case Study (Elena & Marco)

This case is a fictional story, written for this course. It shows how a cultural misunderstanding can grow between two good people in a busy kitchen. Read it, then help to solve it, without a title.

The case: Elena and Marco

Part 1: Two colleagues

Elena, 22, came to Italy from Ukraine two years ago. She is now a cook apprentice in a busy restaurant in Turin. In her first job, in a bakery in her home town, the older bakers explained each task once, slowly and carefully. Apprentices did not ask many questions, and they never disagreed in front of others. For Elena, respect means quiet, careful work.

Marco, 26, grew up in Turin and has worked in this kitchen for six years. He has no title, but the head chef asked him to "show the new people how things work". Marco jokes a lot and gives everyone nicknames. For him, a good team is loud and open: "If something is wrong, just tell me."

Part 2: Saturday night

The restaurant is full. Marco changes the way one dish is served and explains it very fast, with kitchen slang. Elena does not understand everything, but she nods. She serves the dish the old way.

Marco shouts across the kitchen: "Elena! Wake up! The new way!" and laughs. Two colleagues laugh too. Elena goes red, says nothing and finishes her shift in silence. She does not join the staff meal after work.

Part 3: The next week

Elena has an idea: a prep list (a list of the preparation steps) with photos of each dish, so that new staff can learn faster. She is not sure how to bring it up, so she gives it to the head chef. The chef likes it.

Marco hears about the idea from the chef and feels that Elena went behind his back (did something without telling him first). He tells a colleague: "She never talks to me. She's not a team player." Elena tells a friend: "Marco doesn't respect me. He laughs at me in front of everyone."

Part 4: You

You are their colleague. You came to Italy three years ago, and you get on well with both of them. You have no title either. On Sunday afternoon, at the end of that week, Elena sends you a message.

Simulation

Sunday afternoon, a message from Elena

Required 40 XP

Elena writes to you. You have no title, but you can help. Choose your replies and read the coach notes.

Two pictures of respect

Neither Elena nor Marco is a bad person. Each of them followed unwritten rules they learned before. That is why this is a cultural misunderstanding, not a fight between a good and a bad colleague.

	Marco's picture	Elena's picture
Respect means ...	being open and direct; jokes show you belong to the team	being careful and quiet; not questioning experienced people in public
A correction in front of others means ...	normal, quick, nothing personal	serious anger and a loss of face
Asking many questions means ...	interest	"I am not good enough"
Giving an idea to the chef first means ...	going behind his back	the polite way, through the person in charge

Your solutions

Now write your own inclusive and respectful solutions. Think about both people and about the whole team. Simple words are fine, and nobody checks your grammar.

Reflection

Inclusive and respectful solutions

Required 25 XP

Write one or two ideas for each question. Short answers are fine.

Compare with some possible solutions

• Marco could explain changes slowly and show them once, check that everyone understood, give corrections privately and without laughing, and ask Elena what she thinks.
• Elena could say "Sorry, I didn't understand. Can you show me once?", tell Marco privately how the laughing felt, and show him her idea too.
• The team could use Elena's photo prep list and write changes on a board before service. They could also agree that nobody is laughed at for a mistake, and give every new person a buddy (an experienced colleague who helps).
• You can listen to both, avoid gossip, help each of them see the other's picture of respect, and encourage a short, private talk.

Apprentice

A person who learns a job by working in a company, often together with a training course.

Cultural misunderstanding

A conflict that happens because people follow different cultural rules, not because someone is bad.

Losing face

Feeling embarrassed or less respected in front of other people.

Mediate

To help two people understand each other and find a solution.

In short

• Cultural misunderstandings often start with small things: speed, jokes, silence, who you talk to first.
• Listening first, without taking sides, is leadership.
• Good solutions ask something from both people and from the team, not only from the newcomer.