Diversity and Inclusion

Diversity is the first essential element of the organizational culture and behavioral models that can be noticed at first glance. Chick-fil-A emphasizes that it cultivates diversity in teams and welcomes people of all cultures, religions, and backgrounds (“Committed to being better at together,” n.d.). The team under observation consisted of black, Hispanic, and white people of different genders and ages. It means that diversity exists as part of the company’s organizational culture, and the company benefits from it. Moreover, there were no tensions between team members, meaning they felt comfortable interacting with other race representatives. It is a positive aspect of helping Chick-fil-A to avoid ethical issues or discrimination.

Moreover, the observation helped to discover inclusive patterns. The brand meets all client’s needs, including customers with specific demands (“Culture & values,” n.d.). Disabled people can also visit chain restaurants and enjoy the desired service and food. In a real-life setting, the team had to service a deaf man. They coordinated to provide him with visual aids to ensure he could choose and order his desired product. This evidence shows that inclusion is a part of Chick-fil-A’s organizational culture and behavior. The company cultivates it to guarantee that different groups of clients can enjoy the services and remain satisfied with the brand.

Motivation and Satisfaction

Employees’ behavior and performance are also linked to motivation levels. Motivated employees demonstrate higher commitment, engagement, and readiness to contribute to the company’s evolution (Robbins & Judge, 2018). For this reason, organizations focus on cultivating intrinsic and extrinsic motivation levels by meeting workers’ basic needs and providing opportunities to move to more complex requirements, such as self-realization and actualization (Robbins & Judge, 2018).

As for Chick-fil-A’s team, all members seemed motivated to work and ready to assist clients. They did not show signs of bad moods, irritation, or lack of engagement. It can indicate the high motivation levels and effectiveness of the current model employed by the company. Additionally, the new worker seemed most motivated to acquire the job and build a career. In such a way, Chick-fil-A successfully works with its clients and considers motivation an essential element of organizational behavior.

Furthermore, motivation is interconnected with attitude toward the job and satisfaction. The level of contentment employees feel from their jobs influences their desire to continue working, acquire new skills, and contribute to the team’s development (Robbins & Judge, 2018). At the same time, unsatisfied workers have negative attitudes toward their colleagues and duties, which deteriorates the atmosphere within the collective (Robbins & Judge, 2018).

This means that these aspects are critical for companies. Thus, the satisfied employee can be determined using specific indicators, such as readiness to support and help others, no absenteeism, involvement, desire to achieve particular goals, commitment, positive mood, and minimum conflicts (Robbins & Judge, 2018). Some of these indicators were found while observing the work of the team at Chick-fil-A.

Thus, all team members were in a good mood, ready to help and chat. Moreover, they should have tried to avoid doing their jobs or working with big orders. It means that their attitudes were positive, and they were satisfied with the job and position. The observation shows that Chick-fil-A is effective in motivating its workers and helping them to remain happy.

Focus on Clients

Another important takeaway from observation is the team’s focus on clients and their needs. Chick-fil-A considers clients and their significant needs the top priority and builds its organizational behavior culture around it (“Culture & values,” n.d.). The results of this approach can be seen in practice. All workers were focused on customers when they asked them or were ready to make an order. The observed employees stopped talking about their things when the client approached, which helped them listen to them attentively, recommend a product, or answer a specific question. It helped to ensure all visitors were satisfied, which is vital for clients’ loyalty, satisfaction levels, and firms’ revenue (Robbins & Judge, 2018). Additionally, this aspect of organizational culture can be viewed as the brand’s competitive advantage.

Collaboration Within a Team

Collaboration is another critical component of organizational behavior impacting outcomes. As part of staff training, companies focus o


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