1. What actions do you recommend that Cindy take to help Jessica relate more effectively to baby boomers and older coworkers and customers?
2. What steps do you recommend that Jessica take to modify her age-related jokes?
3. What impact might Jessica’s behavior have on the diversity climate at this branch of First Street Trust?

Jessica, age 26, is a consumer loan associate at a large downtown branch of First Street Trust. Her expertise centers on processing loans for vehicles, boats, large home appliances, and furniture. Jessica hopes to soon be promoted to a loan officer and then perhaps a bank manager several years later. The loan applications she works with come through hand-written forms at the bank as well as in digital form from the bank’s many retail partners.
First Street Trust is almost 100 years old, but it is thoroughly modern in its business processes and human resource management policies. For more than ten years First Street has been working hard to achieve a diverse workforce that matches its customer base. First Street management has placed considerable emphasis on hiring older people and men and women of different races and ethnic groups because the majority of its customers are 50 years or older.