What would be the core elements of a conflict resolution procedure that you would develop?
The first element of conflict resolution that I would develop is to identify the problem and openly discuss the issue with those involved. Harris et al (2012) states that an issue should put in writing and a meeting must occur to discuss it. I agree wholeheartedly that in order for a conflict to be resolved, the individuals involved need to gather together to talk about the issue and brainstorm what can be done to solve the issue. Training is an instrumental tool that needs to be utilized in many work environments. Ongoing training can be instrumental in sales or customer service (Denby 2010). If additional training was needed to prevent the conflict from happening again, I would recommend adding it to the conflict resolution procedure. There is value in creating harmony between upper management and employees through relationships (Harris et al., 2012). Remembering to be respectful and keep the peace between management and employees is another key element that I would include when discussing conflict resolution in the workplace.
As a manager, what would concern you most if this situation arose in your area of responsibility?
The lack of communication and chaos that has occurred would concern me the most. It would be disappointing as a manager to hear that things were not communicated before the new launch of the system. I can imagine there was a lot of confusion and frustration surrounding the situation. I would be concerned with trying to put out the fire and take steps to ensure that something like this does not happen again.
What do you think about other solutions proposed by the class?
I think that identifying the problem and actively working on a solution is right on target. A variety of my classmates had similar answers that I enjoyed reading in regards to the proposed solutions. I liked that Sonya wrote about being empathetic and compassionate towards others. This is especially important in the workplace. Mistakes may happen, but it is important to give one another grace and show empathy.
What would you change or improve about some of the other approaches to the situation?
I would try to create a more inclusive environment where others feel comfortable speaking their mind. It is essential to collaborate and work together. When too much responsibility is put on one person it can become stressful. I would ensure that the roles are delegated appropriately and that active communication is stressed. According to Olson et al (1987), communication skills can create excellent relationships among people. If customer service representatives for the company would have been made aware of the new software that was implemented, it likely would have decreased the number of complaints or issues. Because there was a lack of communication, it did not create a positive relationship among some people in the company. Active listening skills can be increased through training (Olson et al., 1987). I would increase the amount of training that is involved for all employees and gear it towards active listening and communication.
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