In Joe's evening class on Managing Conflict in Work and Life, Professor Timothy Justice lectured on...
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In Joe's evening class on Managing Conflict in Work and Life, Professor Timothy Justice lectured on the causes of conflict in an organization. Joe started to consider all the possible situations at More Power that could be sources of growing conflict. In fact, there were a number of issues within the customer service, warehouse, and delivery functions he managed. Joe learned from Professor Justice's lecture of the importance of being proac- tive in identifying (1) the potential sources (or triggers) of conflict and (2) measures to address these sources to prevent or minimize conflict. Joe has a good idea about the most common issues within his group that could be sources of conflict, so he jotted these down quickly (see the following list). However, he wants advice on strategies for addressing these issues to prevent conflict. Joe's List of Conflict "Triggers" 1. Tina Tumultuous has been experiencing a lot of personal problems lately. She can be volatile, which could affect her relationships with coworkers and customers. 2. There seem to be minor turf battles and skirmishes between the delivery and warehouse teams. Fred Staid's and Sally Ambitious's personalities and work styles are so different. This could lead to difficul- ties if I require them to work together.. 3. The way we maintain inventory and store items in the warehouse is archaic. This leads to delays in retrieving items for pick-up by customers or delivery to their homes. It doesn't help that the warehouse and delivery teams are not communicating well. 4. I need a new team leader for the customer service desk. Customer complaints have increased. Jim Talent is telling me to fix the problem quickly. Yet, it's not that simple. 5. I sometimes wonder if Kim Khan is trying to undermine my efforts. Talent tells me I can learn a lot from Khan. Yet it's like pulling teeth to get information, and then I'm not sure I'm getting the full story Does Khan resent me for some reason? PROCEDURE Break up the class into five teams. Assign one trigger each to the five teams. Each team then selects a spokes person to summarize the team discussion. Have each team spend ten minutes doing the following for the assigned trigger: (1) Consider all possible options for addressing the issue so that conflict might be prevented or minimized and (2) come up with the best strategy for preventing conflict from the list of options. Write each of the five triggers on separate areas of the whiteboard or on separate pieces of flipchart paper. Once the groups have finished discussing strategies for addressing their assigned trigger, each group should write the options it identified and its preferred strategy for the assigned trigger on the whiteboard or flipchart paper. Ask the spokesperson for each group to report out to the class the team's discussion and the options and preferred strategy it identified, and why. Ask the full class to address the questions below; then proceed to the next group. Case Questions In class discussion, address the following questions with respect to each strategy proposed: 1. How effective will the strategy be in addressing the "trigger"? 2. How will the proposed strategy prevent conflict? 3. What are the advantages and disadvantages of implementing the strategy? In Joe's evening class on Managing Conflict in Work and Life, Professor Timothy Justice lectured on the causes of conflict in an organization. Joe started to consider all the possible situations at More Power that could be sources of growing conflict. In fact, there were a number of issues within the customer service, warehouse, and delivery functions he managed. Joe learned from Professor Justice's lecture of the importance of being proac- tive in identifying (1) the potential sources (or triggers) of conflict and (2) measures to address these sources to prevent or minimize conflict. Joe has a good idea about the most common issues within his group that could be sources of conflict, so he jotted these down quickly (see the following list). However, he wants advice on strategies for addressing these issues to prevent conflict. Joe's List of Conflict "Triggers" 1. Tina Tumultuous has been experiencing a lot of personal problems lately. She can be volatile, which could affect her relationships with coworkers and customers. 2. There seem to be minor turf battles and skirmishes between the delivery and warehouse teams. Fred Staid's and Sally Ambitious's personalities and work styles are so different. This could lead to difficul- ties if I require them to work together.. 3. The way we maintain inventory and store items in the warehouse is archaic. This leads to delays in retrieving items for pick-up by customers or delivery to their homes. It doesn't help that the warehouse and delivery teams are not communicating well. 4. I need a new team leader for the customer service desk. Customer complaints have increased. Jim Talent is telling me to fix the problem quickly. Yet, it's not that simple. 5. I sometimes wonder if Kim Khan is trying to undermine my efforts. Talent tells me I can learn a lot from Khan. Yet it's like pulling teeth to get information, and then I'm not sure I'm getting the full story Does Khan resent me for some reason? PROCEDURE Break up the class into five teams. Assign one trigger each to the five teams. Each team then selects a spokes person to summarize the team discussion. Have each team spend ten minutes doing the following for the assigned trigger: (1) Consider all possible options for addressing the issue so that conflict might be prevented or minimized and (2) come up with the best strategy for preventing conflict from the list of options. Write each of the five triggers on separate areas of the whiteboard or on separate pieces of flipchart paper. Once the groups have finished discussing strategies for addressing their assigned trigger, each group should write the options it identified and its preferred strategy for the assigned trigger on the whiteboard or flipchart paper. Ask the spokesperson for each group to report out to the class the team's discussion and the options and preferred strategy it identified, and why. Ask the full class to address the questions below; then proceed to the next group. Case Questions In class discussion, address the following questions with respect to each strategy proposed: 1. How effective will the strategy be in addressing the "trigger"? 2. How will the proposed strategy prevent conflict? 3. What are the advantages and disadvantages of implementing the strategy?
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Introduction The case presents Joe a manager at More Power who is proactively addressing potential conflict triggers within the customer service warehouse and delivery functions The class is divided i... View the full answer
Related Book For
Organizational Behaviour Concepts Controversies Applications
ISBN: 978-0132310314
6th Canadian Edition
Authors: Nancy Langton, Stephen P. Robbins, Timothy A. Judge, Katherine Breward
Posted Date:
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