At Barcelona, life is all about authentic cuisine, exceptional service, and a good time. But, delivering this eclectic dining experience involves a serious, sometimes confrontational, approach to restaurant management. The company recruits only self-confident individuals who take complete ownership over the establishment. When Andy Pforzheimer coaches new recruits, he is adamant that his staff be willing to take responsibility for their work and success. The enormous trust Barcelona places in employees is evident during weekly staff meetings. Pforzheimer routinely mixes it up with managers and chefs, and the dialogue gets feisty at times.

Discussion Questions

1. Would you characterize the conflict evident at Barcelona Restaurant as functional or dysfunctional? Explain.

2. What forms of conflict are on display at Barcelona? What structural and personal factors are likely causes of this conflict?

3. Which of the five styles of conflict management mentioned in the chapter best characterizes interactions at Barcelona?