In working through the problem presented to the Senior Vice President of Operations, students have an opportunity to understand how challenging and essential effective conflict management really is in organizations. The outcome in this conflict could have long-term implications for the entire business, not only because it involves investment in plant and facilities, but because it involves the growth and development of a future high-level manager. 

Begin by inviting students whether this conflict appears to be functional or dysfunction, and why. Next ask them to report what actions they would take in this situation, assuming they were the Senior V.P., but request that they hold off on their explanations of why they would take that action. Record the responses. Students will probably report a series of steps and interrelated actions, so as you listen, try to identify discrete actions and list them separately. When the list is complete ask a series of questions which can prompt students to see how different resolution strategies can be employed. 

1. Should the Senior V.P. get involved? Why or why not? 

2.  What does the Senior V.P. need to know before he can be effective in handling this matter? How might this information be gathered? 

3.  How might his/her approach differ using problem-solving? Accommodation? Avoidance? Domination? Compromise? What are the possible advantages and disadvantages in using each of these approaches in this situation? 

4. In this situation, which approach seems most likely to work? Why?    

In wrapping up this discussion, remind students of the fact that a skilled manager would be familiar with different methods for handling conflict, and would be comfortable using several methods. No single approach works all the time. A real test of managerial effectiveness comes in being able to choose an approach that seems appropriate given the factors in a situation and the characteristics of the individuals involved.