1. When Michelle Kwan, Chinese-American Olympic skater (native of Torrance, California), came in second place in an Olympic event, a major news headline read "American beats Kwan." Four years later, after another skating loss, the Seattle Times noted that Kwan had been beaten by an "American," repeating the earlier terminology and again alienating and aggravating Asian Americans. As is evident in comments of the Jersey Guys, Asian Americans are often seen as outsiders, even when they are native-born or naturalized citizens. Why might this perception persist?
2. Aside from apologies, what specific responses are appropriate from organizations when actions such as those of the Jersey Guys occur?
3. What specific preventive actions should organizations take to avoid such offensive actions by employees?