On November 26, 2008, ten Islamic terrorists based in Pakistan infiltrated India, armed with automatic weapons and grenades, and carried out attacks across Mumbai. Their indiscriminate violence resulted in the tragic deaths of several hundred people at various locations, including two luxury hotels, a major metro station, a hospital, a Jewish center, St. Xavier College (which I attended), and other significant sites.
In the following Tedx Talk, a Harvard professor delves into a case study examining the behavior of employees during the assault on the renowned Taj Mahal Palace hotel—a favored choice for many celebrities and heads of states. The hotel's employees demonstrated remarkable courage and dedication during the attack that lasted three nights and two days. Numerous staff members risked their lives to protect and assist guests, guiding them to safety and helping them find shelter within the hotel.
Numerous staff members risked their lives to safeguard and guide guests to safety, with some tragically losing their lives in the process. Their selfless actions and bravery in such a challenging situation garnered widespread acknowledgment and praise. The professor explores the hotel's business and hiring practices and examines the cultural factors that inspired employees to act with such loyalty and dedication. This case study aims to shed light on valuable lessons that other corporations can learn from the Taj Mahal Palace hotel's experience.
The following Tedx Talk video discusses the case study. It includes actual footage of the attack, along with interviews with guests and employees. Very engaging video.
Questions:
Session 1
1. In your view, what prompts certain groups to turn to terrorism?
2. What motivates terrorists to frequently target innocent civilians, children, and hospitals?
3. Regarding the selfless actions of the hotel employees, the professor highlighted four potential reasons: a culture of treating guests as God, recruiting based on attitudes over grades, designating employees as brand ambassadors for guests, and promptly recognizing employees who enhance guest experiences. Which, in your opinion, played key role(s) in the exemplary behavior exhibited by the hotel staff? Do you have any other reasons for the employee behavior?
Session 2
4. One suggested factor for the commendable conduct of hotel employees was hiring based on attitude rather than grades. Beyond the hospitality sector, which other industries could benefit from adopting such a hiring practice?
5. Another cited reason was the immediate recognition of employees who pleased guests. In your workplace, is employee recognition sufficiently emphasized? How does it impact employee morale?
6. Do you believe that in other customer-centric industries, labeling an employee as a "voice of the customers" or "brand ambassador for customers” rather than a "customer service representative" can significantly impact a company's performance? If so, in what ways? Does it have any negative consequences?
Agenda:
3:45 ~ 4:00pm Greetings & Free Talk / Ordering Beverage or Meal / Getting Newcomer’s Information
4:00 ~ 4:10pm Opening Remarks / Newcomer’s Self-introduction / Grouping
(Session I)
4:10 ~ 4:50pm Discussion Session (40 mins)
4:50 ~ 5:10pm Summarization (20 mins)
5:10 ~ 5:15pm Regrouping / Instruction Giving / Taking a 10 Minutes Break (Intermission)
(Session II)
5:15 ~ 5:55pm Discussion Session (40 mins)
6:00 ~ 6:20pm Summarization (20 mins)
6:20 ~ 6:30pm Concluding Remarks / Announcements
Meeting Date: As shown on the Subject Line
Meeting Time: 4:00pm – 6:30pm
Meeting Venue: 丹堤咖啡 Dante Coffee (Minimum Order $85)
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Important Notes:
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2. We suggest that participants read the articles and think about the questions in advance.
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