5. Chapter 10 Video Case Study: Barcelona Restaurant Group: The Evolution of Management Thinking (Lead) Watch the video on Barcelona Restaurants and using your knowledge of personal characteristics, answer the questions that follow. Transcript If Andy Pforzheimer, owner of Barcelona Restaurants, were to argue with one of the restaurant managers over whether customer satisfaction was more important than restaurant profit, what would be the source of their conflict? Task interdependence O Change O Resource competition O Differing task goals Use your knowledge of Glasi's nine-stage model of conflict escalation to classify the following statement or situation according to the appropriate definition. (Note: Not all of these descriptions portray situations encountered at Barcelona Restaurants. Most of the following statements are fictional and provided strictly for the purposes of answering the question). Action over words Images and coalitions Loss of face Example Debate Two restaurant managers escalate conflict. One manager begins to personalize the conflict by trying to rally the COO and other restaurant managers to his side by attacking the other manager's competence O o O O Assume you are Andy Pforzheimer, owner of Barcelona Restaurants, and you are involved in intense conflict with one of your restaurant managers. You realize that the conflict has escalated to the point at which it is no longer functional conflict and you wish to de-escalate it. Which of the following actions should you avoid to help de-escalate the conflict? Check all that apply. Reject all requests from the start O Stay focused on issues, not emotions Raise your voice to get attention about important points Communicate hostility verbally or through body language Assume you are the COO of Barcelona Restaurants and you are in a heated disagreement with one of your restaurant managers over how suckling pig is processed and served. The conflict escalates but you realize that it is critical to maintain a strong stance because you will set a poor precedent if you allow the food to be prepared incorrectly. Food safety is not something that can be negotiated. As a result, you feel strongly that you must get the restaurant manager to agree to do things the proper way. Which of the following conflict management styles would best fit this situation? Avoiding O Accommodating O Compromising O Competing