Case Study – Approaches to Conflicts
Question 1: What are the natural tendencies Joe and Tina exhibited in handling their conflict?
Tina handled the conflict in an unprofessional manner. She did not adhere to the various ways to handle conflict in a peaceful manner. Instead, she resorts to other uncouth means. Naturally, Tina does not buy the idea of listening to clients’ complaints. When punished, she resorts to using different approaches to settle a conflict with Joe. Tina’s natural tendency is to use the employees’ behavioral methods to solve her conflict. She threatens to sue Joe of discrimination and even claims he is unfair in his punishment (Cliff et al. 2007, pg. 44). She also seeks sympathy by crying and trying to manipulate Joe to have mercy on her.
Joe generally is a quiet and patient boss who looks forward to Tina, correcting her behavior. However, when situations go overboard, she engages his tendency to exert power on the employee. Joe tends to use his power as a boss over Tina. In his approach, he uses threats to exercise the absent authority and forces Tina to go back to work, which she does (Cliff et al. 2007, pg. 44).
Question 2: To what extent are these tendencies power based?
Both conflicting parties, Tina and Joe, are exhibiting tendencies that can be regarded as power-based. Tina is using the approach of an employee’s power to make Joe regret his actions and make her return to work. Her claim of threatening to sue Joe is an employee-power based approach for which an employee attempts to exert pressure on his boss through threats to ensure that the boss clears his/ her name (Cliff et al. 2007, pg. 35). Tina further utters a word that seemed to explain that the conflict was not over when she was returning to work.
Joe’s tendency is seen to be power-based as he uses his power as the manager to control Tina (Cliff et al. 2007, pg. 34). She exerts pressure on her to behave appropriately when responding to clients’ complaints. When Tina threatens him by using her powers as an employee to sue, he slaps him back with excess pressure for her to return to work and even tells her she’s lucky she has a Job to be thankful for and that she was not sent packing. Such is a show of power from Joe’s side.
Question 3: To what extent are they rights-based?
Individuals use right based approaches when they rely on rules, laws, policies, or even procedures to make their claims to be superior (Cliff et al. 2007, pg. 42). Both Tina and Joe’s tendencies to resolving conflicts can also be viewed as a right-based approach. Tina is trying to hide under the low to justify his claims that she has the right to fair treatment just like other employees she states and therefore, should not be discriminated against. She even threatens to involve a third party, in this case, a court through suing. On the other hand, Joe is trying to justify the suspension he gives Tina. He believes the suspension was a just thing to do and it was his right as a manager to exercise authority where needed to enhance discipline. He claims the solution to suspend is a fair and just act (Cliff et al. 2007, pg. 35).
Question 4: What could have Joe done differently if he truly desired a cooperative relationship with Tina?
Joe could have used a different approach in reacting to Tina’s claims when she reported back from the suspension. Joe could have employed the use of a distributive negotiation approach to solving the conflict (Cliff et al. 2007, pg. 38). In this approach, both parties would look at their position statements and argue it out to ensure everyone emerges as a winner. Such creates a win-win situation. Joe would have convinced Tina for them to negotiate the terms of work and leverage their positions. Such would make each of them compromise or concede their stand, leading to the creation of a conducive environment for rationally arguments and negotiations where one speaks what is necessary (Cliff et al. 2007, pg. 38). Joe would then use his negotiation skills as a leader to gain the most out of the situation. Such an approach also enhances maintaining or building a secondary relationship where each party believes they have to depend on the other for future negotiations (Cliff et al. 2007, pg. 38).
Question 5: How might he have explored an interest-based solution with her?
An interest-based solution approach is applied when focusing on meeting particular underlying needs and concerns of both parties (Cliff et al. 2007, pg. 42). Joe has the desire to rebuild the healthy work relationship he once shared with Tina. Tina, on the other hand, desires her name to be cleared from the suspension records. Joe might have explored the idea of satisfying Tina’s desires by doing away with the suspension record and ensuring there is a fresh start for them to work together. Joe might have then applied the integrative negotiation strategy of conflict resolution. The two would have used a more open negotiation process to communicate their interests to reach a satisfactory resolution (Cliff et al. 2007; pg. 33). to ensure that both parties comprehend each other’s point of view, understanding the position everyone holds in the company. Such an understanding would make Tina understand that Joe is the Boss, and clearing Tina’s name would make her more relieved and work towards improving on how she relates with consumers, hence building a proper work relationship.
Reference
Cliff, B., Griffith, D. B., Blick, A., Lind, T., & Nikolaus, A. (2007). The conflict survival kit: Tools for resolving conflict at work.