Q1 Case Study D - Workplace Tensions Ted and Matilda work together to deliver customer services; Ted has five years' experience and is ultra-competitive with Matilda. He often keeps a tally of the customers he has helped in a day and likes to boast to her about how well he is doing. Matilda has fifteen years' experience and provides excellent customer service; she does not feel the need to talk about how well she works or which customers she has helped. Matilda enjoys helping customers and feels that Ted's competitive nature is the very opposite of team working. Their difference of opinion is impacting on work. Ted and Matilda have started to disagree on a regular basis and working together is causing tensions. Summarize Ted and Matilda's conflict Explain the nature of the conflict Using the interest based relational approach (SG pg. 25) to identify conflict causes- Ensuring commitment to the process and treating the other parties with due respect, despite potentially strong views - Distancing the respective parties from the problems that have been encountered Giving each party the opportunity to explain their positions and listening attentively Considering the facts and exploring the possible means of resolution