1. What are the generational issues Julia faces with each employee? What cultural, historic, or societal issues may influence these generational issues?
2. How do these generational issues affect Julia's management of the department?
3. What can Julia do to improve customer service within the department?
4. What generalizations are made by upper management about the employees? In your opinion, are they right, or are they wrong? Be specific.
5. Have you faced similar or different exchanges in your retail shopping experience with employees of different generational cohorts?