Bypassing Case 3.3 (Light Mayo): Eliza

ASSIGNMENT INSTRUCTIONS - ELIZA

After understanding how to identify contributing factors and apply correctives as demonstrated in the Bypassing Sample Case Analysis, now it's your turn to analyze a character. You have selected to analyze Eliza.

Re-read the Light Mayo case below, then post your character analysis of Todd as a Reply to this topic. Your analysis should include:

1. a contributing factor (words have mono-usage, words have meaning) to Eliza's bypassing behavior
2. an explanation as to how Eliza exhibited the contributing factor
3. a corrective (be person-minded, not word-minded; query & paraphrase; be approachable; be sensitive to context ) specific to Eliza's bypassing behavior
4. an explanation regarding how Eliza could use the corrective when interacting with other characters in the case.

The case is copied below for reference. Remember that you will not see others' responses until you post yours.

On Sunday afternoon, Eliza, a 20-year-old university student, clocked in for her shift at a local restaurant.

Eliza’s manager, Olivia, approached Eliza when she arrived and asked, “Eliza, can you do inventory later tonight?”

Eliza nodded in agreement and started her normal shift as a waitress. She took orders, delivered food, refilled drinks, and bused tables. Eliza knew Olivia expected assigned tasks, such as inventory, to be done before a shift was over. Because it was a Sunday night, Eliza knew that there would be a lot of down time towards the end of her shift.

After the dinner crowd dwindled, Eliza started to head to the backroom to start inventory. Just then, Todd, a regular customer, walked in, and asked, “Hello, Eliza, may I have a chicken sandwich with light mayo?”

“Sure, chicken with light mayo?” She repeated to confirm Todd’s order as she typed it into the computer. Ten minutes later, Eliza served Todd his sandwich and headed for the back room.

Todd took a bite of his sandwich and called for Eliza to come back. “Eliza, I said light mayo, right?”

“Yes, a chicken sandwich with light mayo,” she replied.

“I wanted a chicken sandwich with just a little bit of mayo. I cannot eat a sandwich with all of this mayo,” Todd complained as he pushed the plate across the table.

“I am so sorry. I thought you wanted the brand of light mayonnaise that we use. I will have the cook make you another one.” She headed back to the kitchen to correct the mistake.

“I sure wish that this one would have been right. I have so much work to finish tonight,” Todd muttered. “Have the cook put it in a box for me to take home.” Todd pulled out his phone to check for e-mails and waited.

When Eliza returned with Todd’s sandwich, he snatched it from her and left the restaurant without tipping. Upset about the mistake, Eliza started scrubbing tables. Just then, Cindy, Eliza’s overdramatic friend, rushed into the restaurant. Eliza could only imagine what had happened now. Cindy always had gossip to share, especially when Eliza was at work.

 “We need to talk!” Cindy said urgently.

“Can it wait until later? I am work, remember?” Eliza asked.

“But there is no one in here! What do you have to do?” Cindy questioned.

As Cindy was begging her friend to listen, Olivia came from the back of the restaurant and reminded, Eliza, “Make sure you get to that inventory soon.”

“See, Cindy, I have do work to do,” Eliza argued.

“But Olivia said to do that soon, not right now,” Cindy protested. Cindy then took a seat at the nearest booth, rambling on about her crisis “du jour,” unaware that Eliza had stopped listening and started taking inventory.