Manager Yells At Diner Employee In Front Of Customers, So They Passive-Aggressively Start Handing Out Free Coffee To Everyone

Coffee is a bit like wine, and people take it very seriously. The quality of the beans, the grinding level, and the roasting method all play a part in how much we enjoy the final product.

Unlike many things in life, bigger isn't always better when it comes to coffee. But most people these days are busy, tired, and in need of a caffeine hit, so it's not unusual for a server to be asked for a "big coffee."

Reddit user u/pressurecrocker shared a story in the Malicious Compliance subreddit about an experience they had serving coffee in a diner. The original poster explained that they used to work in a small diner where takeaway coffee was served in 12 oz Styrofoam cups.

The 12 oz cup was the only size available, and regular customers were used to that. But, one day, a trucker came into the diner and asked for a "big coffee."

The OP was used to people asking for a "big coffee," however, usually, they were saying it in a joking manner - as in, "I'm sooo tired, I need a huge coffee." So, the Redditor served the trucker a coffee in the usual 12 oz cup, but filled it to the brim, ensuring he got as much coffee as possible.

Well, the trucker clearly wasn't satisfied and spoke to the manager. The diner manager scolded the OP in front of everyone, ordering them to give him a coffee in a large 30 oz soft drink cup.

When the OP tried to explain that the only coffee size available was the12 oz and there was no option on the register to charge for a coffee in a soft drink cup, the manager came up with a rule on the spot that it was okay to serve coffee in the larger cups. The Redditor said they had never heard of such a thing in their time working in the diner, but they complied and poured the trucker his precious "big coffee."

The trucker was happy, and so was the manager, but OP was understandably bitter. So, they decided to continue serving coffee in the 30 oz cups for every customer who mentioned a "big coffee" but only charged them for the regular 12 oz.

The OP said that the new 30 oz serving became very popular, and people were constantly coming in asking for a "big coffee." As a result, the diner was selling almost three times the amount of coffee but with no profit.

Of course, eventually, the manager got wise to what OP was doing and put a stop to it... but, hey, the revenge was sweet while it lasted! Keep scrolling to see how people reacted.

But first, coffee!

Wendy Wei (not the actual image)

The OP shared a story about an experience they had serving coffee in a diner.

Reddit/pressurecrocker

They explained that they used to work in a small diner where takeaway coffee was served in 12 oz Styrofoam cups.

Reddit/pressurecrocker

Power Dynamics in the Workplace

Workplace interactions often become a battleground for power dynamics, as explored by social psychologists like Dr. Amy Cuddy from Harvard Business School. Her research indicates that displays of power can significantly affect interpersonal relationships and communication in a work environment. When a manager publicly reprimands an employee, it can create an atmosphere of fear and resentment, disrupting team cohesion.

In such scenarios, the psychological concept of 'psychological safety' becomes critical. According to studies, teams that feel safe to express themselves tend to be more innovative and productive, while public humiliation leads to disengagement and decreased morale.

The Dynamics of Workplace Conflict

Workplace tensions often arise from various psychological factors, including stress, power dynamics, and unmet expectations. Dr. Amy C. Edmonson from Harvard Business School emphasizes that a culture of psychological safety is crucial in mitigating conflicts. When employees feel safe to express their concerns without fear of retribution, they are more likely to address issues constructively rather than resorting to passive-aggressive behaviors. This indicates that fostering an open environment can prevent escalation and promote healthier interactions.

One day, a trucker came into the diner and asked for a "big coffee."

Reddit/pressurecrocker

The Redditor served the trucker a coffee in the usual 12 oz cup, but filled it to the brim ensuring he got as much coffee as possible.

Reddit/pressurecrocker

The diner manager scolded the OP in front of everyone, ordering them to give him a coffee in a large 30 oz soft drink cup.

Reddit/pressurecrocker

The passive-aggressive reaction from the employees, such as giving out free coffee, is a classic example of what Dr. Brené Brown refers to as 'armored leadership.' When individuals feel threatened or disrespected, their responses can be defensive and counterproductive. This reaction often arises from a desire to reclaim agency in a situation where they feel powerless, highlighting the importance of emotional intelligence in leadership.

Understanding these dynamics can help managers recognize how their behavior affects team morale, leading to more constructive communication strategies that promote trust and collaboration.

Moreover, it’s important to understand the role of intrinsic motivation in employee performance. According to research published in the Journal of Applied Psychology, individuals who feel valued and respected tend to exhibit higher levels of job satisfaction and productivity. When managers fail to recognize employee contributions, it can lead to resentment and diminished morale, as seen in this viral incident. Addressing these underlying motivational factors can create a more harmonious workplace environment.

When the OP tried to explain that the only coffee size available was the 12 oz and there was no option on the register to charge for a coffee in a soft drink cup, the manager came up with a rule on the spot that it was okay to serve coffee in the larger cups.

Reddit/pressurecrocker

The OP was used to people asking for a "big coffee," however, usually they were saying it in a joking manner - as in, "I'm sooo tired, I need a huge coffee."

Reddit/pressurecrocker

Well, OP was understandably bitter. So, they decided to continue serving coffee in the 30 oz cups for every customer who mentioned a "big coffee," but only charged them for the regular 12 oz.

Reddit/pressurecrocker

The Consequences of Public Criticism

Research published in the Journal of Organizational Behavior suggests that public criticism can lead to lasting negative impacts on employee performance and satisfaction. The psychological principle of 'confirmation bias' indicates that once an employee perceives a lack of support or respect, they may unconsciously seek out evidence that reinforces this belief, leading to decreased motivation and productivity.

In contrast, constructive feedback offered in private settings fosters a culture of growth and support, allowing employees to feel safe and valued. Managers should consider adopting a coaching mindset to encourage open dialogue and feedback, ultimately enhancing team dynamics.

Strategies for Effective Conflict Resolution

Implementing conflict resolution strategies is essential for maintaining workplace harmony. Research from the University of Michigan suggests that employing active listening techniques can significantly reduce misunderstandings and foster empathy between parties. Managers should encourage open dialogues where employees can express their feelings and grievances without fear. This can involve regular check-ins or feedback sessions that prioritize employee well-being and satisfaction.

As a result, the diner was selling almost three times the amount of coffee, but with no profit.

Reddit/pressurecrocker

The OP clarified that the soft drink cups were also Styrofoam.

Reddit/pressurecrocker

Of course, eventually, the manager got wise to what OP was doing and put a stop to it... but, hey, the revenge was sweet while it lasted!

Daniel Gonzalez (not the actual image)

Additionally, Dr. Daniel Goleman's work on emotional intelligence highlights the importance of understanding and managing one's emotions in leadership. Effective leaders are those who can empathize with their team members, recognizing their feelings and responding appropriately. This emotional awareness can transform a toxic environment into one that nurtures growth and collaboration.

By prioritizing empathy and constructive feedback, managers can create a work culture that values contributions and fosters resilience, reducing the likelihood of passive-aggressive behaviors among employees.

In addition, training programs focused on emotional intelligence can empower employees to navigate conflicts more effectively. Studies show that individuals who possess higher emotional intelligence are better equipped to manage interpersonal relationships judiciously and empathetically. By investing in emotional intelligence training, organizations can enhance their employees' ability to resolve conflicts amicably, thereby improving overall workplace morale.

Here's how people reacted.

Reddit/2toxic2comment, Reddit/pressurecrocker

Okay, but what about a small coffee?

Reddit/Sector17_Underground, Reddit/pressurecrocker

So, did the manager ever get wise to this?

Reddit/wolfcaroling, Reddit/pressurecrocker

The Role of Bystanders in Workplace Incidents

The role of bystanders during workplace conflicts cannot be understated. Research indicates that bystanders often influence the dynamics of how conflicts unfold. When witnesses to a conflict intervene positively, it can diffuse tension and promote resolution. Conversely, when bystanders remain passive, it may exacerbate the situation. Encouraging employees to support one another can create a more cohesive and supportive workplace environment.

Karen's are everywhere!

Reddit/has-some-questions, Reddit/pressurecrocker

Cup concerns.

Reddit/Highly-Irreverent, Reddit/pressurecrocker

It's okay, the cups are styrofoam.

Reddit/MacDaddyDC, Reddit/pressurecrocker

I quit!

Reddit/bcdog14

"I would not want 30 oz hot coffee in a soft drink cup."

Reddit/Ex-zaviera

What's your take on this situation? Do you think the OP overreacted or were their actions understandable under the circumstances?

Either way, it's never okay to throw an employee under the bus or humiliate them in front of customers. That manager should have known better!

We would love to hear your opinions on this. You can share your thoughts with us in the comment section.

Expert Opinion

This situation illustrates common interpersonal dynamics in stressful work environments. It's clear that emotional responses can lead to unexpected behaviors among employees, particularly when they feel undervalued or threatened.

Dr Anvi Patel

Psychologist

Analysis & Alternative Approaches

Addressing workplace conflicts effectively requires a multi-faceted approach that emphasizes psychological safety, emotional intelligence, and active listening. By fostering an environment where employees feel valued and respected, organizations can mitigate tensions and improve overall morale. Ultimately, the goal should be to create a workplace culture that promotes collaboration and understanding.

Analysis & Alternative Approaches

Overall, understanding the psychological underpinnings of workplace dynamics is essential for fostering a positive organizational culture. Research supports the idea that respectful and constructive communication leads to better employee engagement and productivity. When leaders prioritize emotional intelligence and open dialogue, they not only enhance individual well-being but also drive team success.