Question 1
Case Study -Team Conflict
I recently attended a webinar on conflict management strategies where I was reminded about a
work situation from many years ago. At the time, there was a major conflict occurring between
employees and they had formed two opposing groups. Each side did not get along with the other
and they had banded together in an “us vs. them” mentality. Furthermore, the employees
involved were resistant to solving any issues and the supervisor, along with other management
staff, was well aware of the problem, but chose not to intervene.
When I was promoted to department supervisor, one of my goals was to make the department
more cohesive. There were a variety of approaches that I could have taken, but I wanted to know
more about my own conflict style, so I received approval to attend a conflict management
seminar. I learned that, due to the fact that I look for ways to solve problems in which an
optimum result is provided for everyone, my style is that of a “collaborator”. This means that I
need to pay close attention to realizing that conflict can be resolved without damaging
relationships and, as a manager, it is my responsibility to identify and help resolve employee
conflicts.
One of the most important areas that needed improvement within the team was communication. I
immediately implemented weekly staff meetings, along with weekly individual meetings. This
way, not only did the entire staff hear the same information in a consistent manner, but I also
hoped it would give them a sense of togetherness as we had an honest discussion about the pain
points in our department. The individual meetings were equally significant, since it not only gave
employees an opportunity to privately talk with me about their concerns and goals, but it allowed
me time to review what needed improvement, as well as provide positive feedback and realistic
suggestions for how they could help decrease the problems.
Some of the conflict was a result of certain tasks that had always been performed by only a
handful of staff. There was a perception of power because of this and it had not changed in many
years. I took this as an opportunity to cross-train all of the employees in the different job
responsibilities.
a) Having read the case study above, describe the types of conflicts you know. (25 marks)
There are several types of conflicts that can occur in the workplace, as illustrated in the case study:
1. Interpersonal Conflict: This type of conflict occurs between individuals and is often based on personal differences, communication styles, or conflicting personalities. In the case study, there is interpersonal conflict between the two opposing groups of employees who do not get along with each other.
2. Intergroup Conflict: Intergroup conflict occurs between different groups within an organization. In this case study, there is an intergroup conflict between the two opposing groups of employees who have formed an "us vs. them" mentality.
3. Role Conflict: Role conflict happens when individuals are unclear about their roles and responsibilities, leading to confusion and conflict. In this case study, role conflict may have contributed to the perception of power held by certain staff members who performed specific tasks.
4. Communication Conflict: Communication conflict arises from misunderstandings, misinterpretations, or lack of communication between individuals or groups. In the case study, communication issues were identified as a key area needing improvement within the team.
5. Structural Conflict: Structural conflict occurs due to organizational structures, processes, or systems that create tension or obstacles for employees. In this case study, the perception of power held by certain staff members due to specific tasks may have contributed to structural conflict within the team.
Overall, conflicts can arise from various sources within the workplace, and it is essential for managers to identify and address them effectively in order to create a cohesive and productive team environment.