Set the Scene:
Let’s start with some engaging questions to connect your everyday life to the subject of the activity:
- Have you ever had a job or worked in a company where you felt like you were making a difference?
- What do you think makes a good leader, and how do you think they can inspire their employees?
- Have you ever had to adapt to a new situation or rule at work or in your personal life, and how did you handle it?
- What do you think is the most important aspect of customer service, and how can companies improve it?
- Have you ever watched a reality TV show or a documentary about a company or a leader, and what did you learn from it?
Featured Image Analysis & Prediction:
Look at the featured image and answer the following questions:
- What do you see in the image?
- What do you think this activity will be about based on this image?
- Do you think the image is related to a company, a leader, or a specific industry, and why?
Introduction:
Read the introduction of the activity and get familiar with the context and the main topic.
Video Engagement:
Watch the video associated with the activity, and pause it at the following strategic points:
- When Kat Cole, the president of Cinnabon, goes undercover at a Cinnabon in New Jersey, pause the video and discuss the following questions:
- What do you think Kat’s goal is by going undercover, and how do you think she will achieve it?
- What do you think are the most important aspects of customer service, and how can Kat improve it at Cinnabon?
- When Kat meets various employees, including Myra and Erica, pause the video and discuss the following questions:
- What do you think are the most important qualities of a good leader, and how do you think Kat demonstrates them?
- How do you think Kat’s experience as an undercover boss will help her improve the company and support her employees?
- When Kat reflects on her experience and identifies areas for improvement, pause the video and discuss the following questions:
- What do you think are the most important lessons Kat learned from her experience as an undercover boss, and how can she apply them to improve the company?
- How do you think Kat’s decision to provide support for a breast cancer fundraiser and reward employees for their dedication and care will impact the company and its employees?
Watch the rest of the video and take notes on the key takeaways and lessons learned.
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Key Vocabulary:
Review the key vocabulary related to the activity, including:
| Term | Definition | Example Usage |
|---|---|---|
| Undercover Boss | A reality TV show where a high-ranking executive goes undercover in their own company to learn about its operations and employees. | Kat Cole, the president of Cinnabon, goes undercover on a fake reality show to find new business ideas and improve her company. |
| Leadership | The ability to guide, direct, and influence others to achieve a common goal. | Kat emphasizes the importance of taking action and not sugarcoating facts, encouraging employees to be hungry for success and willing to adapt to changes. |
| Customer Service | The assistance and support provided to customers before, during, and after a purchase. | Kat evaluates her customer service skills, with a focus on upselling, offering additional items, and making customers feel like guests. |
| Upselling | The practice of offering customers additional products or services to increase the sale value. | Kat focuses on upselling to increase sales and provide a better customer experience. |
| Food Waste Reduction | The practice of minimizing the amount of food that is discarded or wasted. | Kat identifies reducing food waste as an area for improvement and provides support for those in need. |
| Employee Development | The process of providing employees with training, education, and opportunities to improve their skills and advance in their careers. | Kat provides support for employees’ education and personal development, including a $10,000 education fund for one employee’s girls. |
| Franchising | The practice of allowing individuals or companies to operate a business using a established brand and business model. | Kat provides opportunities for employees to become Cinnabon franchisees, with the company covering the franchise fees and building their bakery. |
| Mentorship | The guidance and support provided by an experienced individual to a less experienced individual. | Kat seeks advice from her former boss, Hooters CEO Kobby Brooks, and wants to provide similar mentorship opportunities for others. |
| Corporate Social Responsibility | The practice of companies taking responsibility for their impact on society and the environment. | Kat announces that Cinnabon will provide support for a breast cancer fundraiser and rewards a young woman for her efforts in facilitating the event. |
Vocabulary Quiz:
Take the vocabulary quiz to test your understanding of the key terms:
- What does ‘upselling’ mean in the context of customer service at Cinnabon?
- A) Reducing the price of items to make them more affordable
- B) Offering additional items to customers to increase sales
- C) Providing discounts to loyal customers
- D) Limiting the variety of products available
- Which of the following is a key takeaway from Kat’s experience as an undercover boss?
- A) The importance of strict dress codes in the workplace
- B) The need to reduce employee benefits to increase profits
- C) Reducing food waste and providing for those in need
- D) Focusing solely on sales without considering customer experience
- What is the term for a person who is given money to start a business, as Kat pretends to be on the fake reality show?
- A) Entrepreneur
- B) Investor
- C) Contestant receiving seed money
- D) Franchisee
- What is the name of the ingredient that Kat attributes to Cinnabon’s success?
- A) Mocha flavoring
- B) Cinnamon sugar
- C) MAA cinnamon
- D) Vanilla extract
- What is one way Kat decides to support her employees after going undercover?
- A) By increasing their workload without additional compensation
- B) By providing opportunities for them to become Cinnabon franchisees
- C) By reducing their benefits and perks