Dismissed! You’re not smiling enough!

What happens when an employee does not comply with an employer’s cultural standards? Can they be disciplined for this, and to what extent? Persia Templeton finds an ERA case that addresses these issues.

A Ms Highley started as waitress and duty manager for Cocopelli Gourmet Pizza Bar (Cocopelli) in October 2013, and her employment agreement included a 90-day trial clause. Her job description included “…to work the bar/floor in a professional manner ensuring that all customers are welcomed, assisted in any way and enjoy their Cocopelli experience”. There were also stated “expectations” including that “customers leave happy and want to return to Cocopelli Gourmet Pizza Bar” The following month Cocopelli’s general manager, a Ms Francis, told Highley she needed to smile more, and suggested a code word for this, which Highley agreed to. Francis and other staff used this word to remind Highley to smile. The next month, in December, Francis met Highley to tell her she was still not smiling enough, and suggested changing the…

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NZBusiness+Management (Digital) - 1 Issue, November 2015

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