Read and analyze the work-place conflict below.
Match the conflict management strategy to the example provided.
David works at the front desk of a luxury hotel. Typical tasks include registering guests, answering phones and using the in-house switchboard to redirect guests' concerns, and assisting guests with checkout. David works on a rotating shift with 14 other clerks. David has worked at the hotel for the past 3 years during summer breaks and the December holiday season.
In October of this year, Greta, the manager, added duties to the front desk staff. Clerks are now required to maintain supply consumption records and file paper documents in storage cabinets. David returned to employment in December and is unhappy with the changes to the job. Because of the added duties, David feels as if they should get a raise.
Last week, Greta reprimanded David because the filing was not up to date. David tells Greta that he was swamped with checkouts during his Tuesday day shift. Greta tells him that he needs to learn to balance work activities.
Conflict management strategy:
Compromising
Accommodating
Avoiding
Competing
Collaborating
Examples:
Greta and David sit down and discuss the conflict. David requested a raise for the front desk attendants, as the work-load has increased. Greta agreed to the raise, only after the front desk attendants attend a meeting on work-place productivity and time management.
After one month, she will review their performance and give a raise if the front desk staff has increased their balancing of work activities.
David gripes to his fellow front-desk attendant Sam, but doesn't do anything to solve the problem.
David goes to Valerie (Greta's boss). David tells Valerie "I think you should fire Greta because she is disrespectful to the front desk attendants. I graduate in a month, and would be willing to take her place."
David sits down with Greta and proposes that they hire an extra person to help out. Greta tells him this is a possibility, but the company would not be able to afford raises if another person is hired. David agrees that hiring would make his work easier, and they decide to place an ad in the paper for another front-desk attendant.
David apologizes to Greta for his lack of time management skills, and asks if she could help him manage his time at work with more efficiency.