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Prepared by : Wei Zhuang Aliah Faiiz Syamila Diyanah

CONFLICT AND RESOLUTION

3/11/13

TASK 1
Which

one of the four scenario is a conflict?

4th situation

Why

is it so?

Involves two parties (Jeanine and Todd) Todd disagrees on Jeanines way of

carrying out her job

Struggling with each other to fulfill sub3/11/13

team needs

How is it different from the other three?

The 1st

other three are problems situation

Having difficulty in choosing the jobs offers A problem that will eventually be solved

with time

Has to choose one before the deadline of

the job offer moment

He will be happy with either decision at the Possible 3/11/13

undercurrent in the future

What kind (level) of conflict is it?

4th

situation

Interpersonal Conflict (Micro-level) A disagreement between two individuals

or subgroups of an organization involving significant resentment and discontent.

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TASK 2
With

reference to the scenario identified, explain the 6 parts of the conflict structure.

INTERDEPENDENCY
Are Jon and Donna dependent on each

other?

Yes
3/11/13 Each

party needs the other to stop

NUMBER OF INTERESTED PARTIES

How many distinct have an interest in

how the conflict is resolved?

Four parties are involved: Jon, Donna,

Edna & co-workers

Jon & Donna ( main interested parties )

Both of them want a win-win situation

Edna
She 3/11/13

wants a peace situation

CONSTITUENT REPRESENTATION

Is there any powerful parties indirectly involve in the conflict?

Edna (The manager)

Holds responsibility to manage departments welfare to improve job performance and productivity Has the power to carry out conflict resolutions such as mediation or arbitration

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NEGOTIATOR AUTHORITY

Who has the authority to negotiate on behalf of the parties interests ? Jon and Donna Have high authority to negotiate in the conflict since they are directly involved in the conflict

are the ones involve in the 3/11/13 conflict, the only people that can

They

CRITICAL URGENCY

Is it absolutely necessary that a solution be found in a short time to prevent a disaster?

No, it is not necessary Does not have a macro-level effect

Eg:

Company profits going down

Micro-level effect only

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COMMUNICATION CHANNELS

Real-time dialogue produces better solutions

Can they communicate face to face?

Yes, they can. Both are working in the same office and share common working hours

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IS THERE A THIRD PARTY?

Third party- A person or group besides

the two primarily involved in a situation, esp. a dispute

Edna (the manager)

Was informed of the conflict Holds responsibility to manage her department well as the conflict affects every one of her co-workers job performance

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Co-workers

What if team members were themselves heads of departments or work units?

The

team members would have higher the authority to help resolve the conflict mediators and arbitrators

Eligible

are able to voice out their opinions and share out more ideas on 3/11/13 resolving the conflict effectively

They

Would this change how Karen approached the conflict on her team?
Yes,

it would change how Karen approaches the conflict on her team can now collaborate and cooperate with various parties including Jeanine and Todd to get the best and fastest solution to the conflict

Karen

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Resolutions:

What might she have done to prevent the crisis that now threatens the survival of her team?
Call other sub-teams to help out the

research marketing team

Send out field agents to conduct survey on market sample Make frequent calls and wider call range to successfully conduct research

Change market sample to people who

are easily available to be researched upon

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What are some possible skills, behavioral norms, and shared expectations that would have enabled members of her team to deal constructively with their differences?

Establish ground rules when discussing certain issues

Create a space of tolerance and respect in which members can settle their differences

Ground rules examples

Each side will take turns speaking, and each one will get an equal amount of time to speak Refrain from name-calling Not to blame the other person, speak for the other person, or speculate about their motives; accept that you do not know the other person's intent.

Practice active listening

Remain focused on what people saying

3/11/13 Encourage the other person to elaborate on what they're

 Practice Empathy

Create a habit of understanding other peoples feelings, experience, job complication, POV and etc

Encourage expression of views

Have the ability to inform others

what they're experiencing what their desires are what's important to them how they feel.

Set policy of reaching Win-win situations on every conflict

Identify each side's interests

Come up with creative ways to satisfy them 3/11/13

THE END
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