case study
conflict resolution within an organization
Based on the information you've encountered throughout this module and the rest of your readings, unpack the conflict and/or motivation issues presented in the case study. Write your response as if you are a consultant, brought in to help the members of the team described understand the issues at play, as well as how to go about resolving and preventing them.
Conflict is present in all areas of our lives. I find it to be most obvious and frequent at my workplace compared to my personal, social, and home life, however. This case study presents a conflict between two co-workers that inevitably snowballs and begins to affect others in the workplace. Among all parties directly or indirectly involved, the conflict spawned unhealthy feelings of anger, embarrassment, resentment, intimidation, and regret.
The root conflict case is between Tim and Laura and stems from an incident fueled by alcohol and a workplace crush. In the privacy of the cab after an unofficial staff happy hour, Tim made an aggressive and unwelcomed sexual advance to Laura. When they returned to work, Tim made a sincere apology to Laura. Since Laura felt that Tim’s apology was genuine and he did not repeat his offensive behavior, she decided she would not pursue a formal complaint to her administration. By not filing a formal complaint against Tim, she was trying to prevent further conflict in the workplace and removing the opportunity for negative attention to be directed to her.
The conflict grew because Tim’s incessant apologies to Laura, despite her direct request that he stop offering them, made her feel uncomfortable. Again, Laura tried to prevent further conflict by communicating directly to Tim that she wanted the apologies to stop. Judging by his repeated apologies, Tim must have felt truly regretful of his actions although Laura had made it clear she was ready to put the situation behind her and move on.
Growing out of this root conflict are other incidences that strained relationships and caused tension in the work environment. At the height of her frustration with Tim, she confided in a few co-workers who happened to be supervised by Tim, about her dilemma. This was a mistake because it unnecessarily brought co-workers into the web of drama. The co-workers' opinions of Tim were unfavorably changed which created additional workplace tension – tension that Tim was unaware of at the time. I think it is fair to assume that a “large publishing company in New York” would have had a separate Human Resources department, or at the very least, one HR contact person with whom Laura could have confided. Laura should have taken that step but was too concerned with her job security.
Shortly after Laura confided in her co-workers and the details of the incident started to leak, Tim learned that the secret was out. He felt angry, and to prevent himself any more embarrassment, he requested that Laura be transferred from his department. His actions were mostly focused on his own self-interests and not sensitive to Laura’s best interests. After being encouraged to make the move, Laura transferred to a different department where she found herself less happy and engaged than in her previous position. I think at this point she was aware that the way in which she and Tim did not constructively handle their conflict was the reason she felt unhappy and regretful.
One way in which the conflict in this case study could have been lessened is if Laura had formally complained to an HR person about the incident. A neutral “higher up” would not have sided with either of them and could have fostered proper communication, and possibly, a resolution (Raymond, 2012). Rather than working it out with a mediator, such as an HR representative, Tim and Laura took the conflict resolution into their own hands. They failed to actively listen to each other, find common ground, meet the needs of each other, and ultimately, to truly forgive each other and themselves (Myatt, 2012). They were unable to resolve the conflict at each stage in its growth resulting in the creation of impermeable barriers. The unresolved conflict led to a breakdown in trust, which is the foundation for a healthy and creative working relationship.
Conflict is present in all areas of our lives. I find it to be most obvious and frequent at my workplace compared to my personal, social, and home life, however. This case study presents a conflict between two co-workers that inevitably snowballs and begins to affect others in the workplace. Among all parties directly or indirectly involved, the conflict spawned unhealthy feelings of anger, embarrassment, resentment, intimidation, and regret.
The root conflict case is between Tim and Laura and stems from an incident fueled by alcohol and a workplace crush. In the privacy of the cab after an unofficial staff happy hour, Tim made an aggressive and unwelcomed sexual advance to Laura. When they returned to work, Tim made a sincere apology to Laura. Since Laura felt that Tim’s apology was genuine and he did not repeat his offensive behavior, she decided she would not pursue a formal complaint to her administration. By not filing a formal complaint against Tim, she was trying to prevent further conflict in the workplace and removing the opportunity for negative attention to be directed to her.
The conflict grew because Tim’s incessant apologies to Laura, despite her direct request that he stop offering them, made her feel uncomfortable. Again, Laura tried to prevent further conflict by communicating directly to Tim that she wanted the apologies to stop. Judging by his repeated apologies, Tim must have felt truly regretful of his actions although Laura had made it clear she was ready to put the situation behind her and move on.
Growing out of this root conflict are other incidences that strained relationships and caused tension in the work environment. At the height of her frustration with Tim, she confided in a few co-workers who happened to be supervised by Tim, about her dilemma. This was a mistake because it unnecessarily brought co-workers into the web of drama. The co-workers' opinions of Tim were unfavorably changed which created additional workplace tension – tension that Tim was unaware of at the time. I think it is fair to assume that a “large publishing company in New York” would have had a separate Human Resources department, or at the very least, one HR contact person with whom Laura could have confided. Laura should have taken that step but was too concerned with her job security.
Shortly after Laura confided in her co-workers and the details of the incident started to leak, Tim learned that the secret was out. He felt angry, and to prevent himself any more embarrassment, he requested that Laura be transferred from his department. His actions were mostly focused on his own self-interests and not sensitive to Laura’s best interests. After being encouraged to make the move, Laura transferred to a different department where she found herself less happy and engaged than in her previous position. I think at this point she was aware that the way in which she and Tim did not constructively handle their conflict was the reason she felt unhappy and regretful.
One way in which the conflict in this case study could have been lessened is if Laura had formally complained to an HR person about the incident. A neutral “higher up” would not have sided with either of them and could have fostered proper communication, and possibly, a resolution (Raymond, 2012). Rather than working it out with a mediator, such as an HR representative, Tim and Laura took the conflict resolution into their own hands. They failed to actively listen to each other, find common ground, meet the needs of each other, and ultimately, to truly forgive each other and themselves (Myatt, 2012). They were unable to resolve the conflict at each stage in its growth resulting in the creation of impermeable barriers. The unresolved conflict led to a breakdown in trust, which is the foundation for a healthy and creative working relationship.
references
Myatt, M. (2012). Five Keys to Dealing with Workplace Conflict. Retrieved August 18, 2015, from http://www.forbes.com/sites/mikemyatt/2012/02/22/5-keys-to-dealing-with-workplace-conflict/
Raymond, D. (2012). 5 Ways to Manage Team Conflicts. Retrieved August 17, 2015, from http://www.girlsguidetopm.com/2012/10/5-ways-to-manage-team-conflicts/
Raymond, D. (2012). 5 Ways to Manage Team Conflicts. Retrieved August 17, 2015, from http://www.girlsguidetopm.com/2012/10/5-ways-to-manage-team-conflicts/