Case Study Form (CMCN307 Leadership Communication)

Your Name: Bobby Lada

Title of this paper: Pandemic Problems

Theory or concept you used for analysis:

Source of information (APA style):

Storyful Rights Management. (2020, October 8). Woman calls 911 After Being Refused Service for Not Wearing a Mask [Video]. Youtube.

https://www.youtube.com/watch?v=tDOzkkjeIVwDeveloping The Leadership Message. Leadership Communication. Retrieved from

https://westsidetoastmasters.com/resources/communication_secrets/ch01.htmlCase description (more than 300 words) – You have to add the number of word count (such as 456 words) at the end of this section to indicate how much words you wrote for this section.

In this case, a woman is trying to go get into a shopping center to get grab a couple of items. She gets to the door and tries to enter the store without a mask on and one of the employees of the store quickly denies her from entering the premises. The employee continues to explain to her that she needs to wear a mask in the store because of the pandemic that the world is in but she feels like it is her right to not want to wear a mask in the store. The lady tries to convince the employee that if she wears a mask it causes her serious anxiety and discomfort. She then continues to complain and decides to call the police. She gets on the phone with the police expecting them to support her ridiculous protest, but they explain to her that the company has the right to refuse service to whomever they want especially if there is a sign in front of the store that says wearing a mask is required. The woman stands in the doorway as she continues the conversation on the phone with 911 calling out specific laws that she says allows her the right to be able to not wear a mask and now adds on the has a religious exemption. When the store employee notices her reasons changed from panic attack to religious, he pointed this out and her response is that it is a mixture of everything. Further more she explains that she should be allowed entry into the store because no one is in the store, and the employee stated that he is someone and is in the store and does not want to be at risk of COVID nor of losing his job for not following protocol.

(Word Count: 301 Words)

Theoretical analysis (more than 300 words) – Why is this case a case of leadership communication? How can the theory or concept you have chosen be applicable for or relevant to the case you selected? Add a word count at the end of this section.

According to westside toast masters, “Leadership communications consists of those messages from a leader that are rooted in the values and culture of an organization and are of significant importance to key stakeholders, e.g. employees, customers, strategic partners, shareholders, and the media”. The employee at the store directly showed his leadership communication by delivering his companies expectations to guest upon entering their place of business. He not only informed the woman of the store policy, he refused her entry, and he also named out stake holders that would be impacted by now following this protocol. He named out himself as an employee, other people that might be entering the store being at risk due to this woman not wanting to wear a mask and also the company policy being fair across the board for all people entering the store. Furthermore, his leadership really showed up as he remained consistent in his message even when the woman tried to use fear to get him to change his answer and calling 911. The gentleman remained calm, talked in respectful manner, and delivered proper reasoning. The reasons aligned with the store’s values and values of the community with the 911 operator reiterated on the phone with faced with the situation This builds trust and shows the company has values, consistency, and morals. Lastly, according to Westside Toastmasters traits of leadership communication are significance, values, consistency, and cadence and the employee displayed each of these characteristics in this video. Hence, he showed a great role of leadership communication and all of the situation is documented on video. The company will know they have a true leader on their hands that not only showed up for this situation but will show up in any situation and is there to follow the rules and will lead their organization with integrity.

(Word Count: 304 Words)