Updated
version F04)/ Recommendations added
12/3/04
TEAM ANALYSIS GROUPINGS:
F04-1
work:. / Jenn
R. / John E. / Sherif. S.
F04-2
rom:
Jamar N.
/ Cariba J. / Deb
H..
F04-3
P-C:
Aaron
I. / Jenn
S. / Dan. C.
F04-4
P-C:
/ Marisa N. / Henry E. / Aizen S.
F04-5
fam/FRND:
Monique B.
/ Dwayne T. / Scott V.
F04-6
P-C:
Shaun
D. / Beth N. / Jessica R.
F04-7
work:
Joey U.
/ Liliya
T. / Mario D.
The
team discussions & debriefings will occur in class throughout the next 2 weeks.
Hard copies of these case studies will be distributed in class, but you should
prepare by being familiar with your specific case study as indicated
above. The case studies themselves
begin below on page 2. The analysis & debriefing procedures are repeated at
the end of this document.
F04-1w {NOTE: names & some details have been
changed &/or paraphrased to preserve anonymity}
●From writer’s perspective, the Level/Type of this relationship is :_ ROLE ● Writer’s label
for the type of conflict (out of Psuedo,
Simple, or Ego): _
EGO ● Writer’s label
for the conflict (out of constructive
or destructive): _ DESTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the
problem/ the writer’s analysis/ the goals: I work at a Mechanical and Maintenance company
called Jamco. My job there is to pick-up equipment and deliver it to job
sites where the mechanics are working that day. One of the most tenured
installers at Jamco is a guy named Rob. Rob has been in the business for 20
years. His hobbies include fishing, drinking, and vulgar language. I like
him personally, but sometimes he has been known to get out of hand and/or
run his mouth and once it led to a conflict between the two of us. One day I was particularly busy. I
had to go far out of my way to deliver something to him that he should have
ordered the day before but forgot. I was a little agitated when I got to
his job site, but then he saw what I had picked up for him and flipped out.
Apparently, it was not what he wanted. He had called me and ordered one
thing which to me meant something else. Regardless of who was right (me),
he could not finish the job with what I had brought him. He began cursing
loudly and threw the items at me and told me to hurry up and get what he
needed. I am usually not one for
confrontation, but I kicked the scattered items all over the customer’s
lawn, cursed Rob out loudly, got in the company truck and peeled out for
about fifty yards from the garage down the driveway and down the street. HOW CAN THIS CONFLICT BE MANAGED (RESOLVED)
NOW ???
AVOIDING _* / COMPETING / ACCOMMODATING /
COMPROMISING / COLLABORATING
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● Be aware of their emotions… It is okay to express anger but not to lose
control. ●They should be collaborative and share information openly
without inserting emotions. ● Neither person was other-oriented. They should become
other-oriented by being collaborative and expressing empathy. ● Since they work for the same company, they should employ
win-win m=negotiation strategy. They should collaborate since they share goals.
F04-2 R {NOTE:
names & some details have been changed &/or paraphrased to preserve
anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_ CLOSE
FRIENDS/INTIMATES ● Writer’s label
for the type of conflict ( Psuedo,
Simple, or Ego): _
SIMPLE {ideological} ● Writer’s label
for the conflict (constructive
or destructive): _ DESTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the problem/ the writer’s analysis/ the
goals: Last
month, I was involved in an ideological conflict with my boyfriend. We had
a big disagreement about me having a particular guy calling my cellular
phone; the conflict dismantled rather than strengthened our relationship
because I no longer believe that there is any trust in the relationship. We did
not talk for two weeks because we could not reach an agreement. We had two different views. My boyfriend
believed that I shouldn’t have a certain guy calling my phone because he
doesn’t trust that guy. As I see it, he doesn’t trust me and that I
should be able to have male friends whether he trusts them or not. I did not see the need to reach an
agreement because I was right and he was wrong. The conflict was like a debate; we
couldn’t agree on anything and I wasn’t going to agree with him. Eventually, I managed our conflict by
accommodation just to please him so we could talk again. I know
that this conflict is going to rise again because I still believe that I am
right and he is wrong. He won because I let him -- not because he was
right. When the conflict rises again I am going to manage my conflict differently. HOW SHOULD THIS CONFLICT BE MANAGED (RESOLVED)
THE NEXT TIME IT COMES UP ???
Also consider: are there
additional sources/types of conflict and additional CM styles operating
here?
AVOIDING / COMPETING /
ACCOMMODATING / COMPROMISING / COLLABORATING
<Conflict
& Relationships>
Together with your partner(s), complete these steps as you analyze the conflict case study that has been given to you. There is also a possibility that you & your partner(s) will get to orally summarize your process & conflict management recommendations. (Beebe,3e)
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● Try to refrain from hurling personal attacks and emotional
epithets back & forth. ● Take
turns expressing your feelings without interrupting each other ● Try to steer ego conflict back to simple conflict. ● Make the issue a problem to be solved rather than a battle to be won.
F04-3 p-c {NOTE: names & some details have been
changed &/or paraphrased to preserve anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_INTIMATES/CIRCUMSTANCE
_________ ● Writer’s label
for the type of conflict (Psuedo, Simple, or
Ego): _ SIMPLE ● Writer’s label
for the conflict (constructive
or destructive): _ CONSTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the
problem/ the writer’s analysis/ the goals: The conflict that occurred between my mother and me was whether or not
I should drive my car to work at the mall (back when I had just gotten the
job) Back then I worked a closing shift. My car is relatively new (2001), and my
mother knows all about the random crimes that occur in the This is a simple conflict, a clash
of different ideas and intentions. HOW CAN THIS CONFLICT BE MANAGED (RESOLVED)
NOW ??? Also consider: how much does the power differential
influence the way(s) this conflict
can be resolved?
AVOIDING / COMPETING /
ACCOMMODATING / COMPROMISING / COLLABORATING
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● Keep conflict constructive not destructive – don’t
overreact & don’t change the topic. ● Clearly describe
the conflict-producing events [ just
give the facts] ● Be empathic
– put yourselves in each other’s (emotional*) shows. ● possible solution: use a win-win strategy. Parent can allow
child to drive to work with parent riding in passenger seat. When they get
to the mall. The parent can take the car home. & come back later when
the child’s work is done. So the child can drive home.
S04-4 p-c {NOTE: names & some details have been
changed &/or paraphrased to preserve anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_ ROLE/FAMILY_____ ● Writer’s label
for the type of conflict as Psuedo, Simple, or Ego: _ SIMPLE___ ● Writer’s label for the conflict as constructive or
destructive: _ (was
left blank) ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the
problem/ the writer’s analysis/ the goals: The last conflict that I had would be
categorized as a simple conflict. The conflict occurred because I began to
show interest in purchasing a new vehicle. My current automobile is a ’ HOW CAN THIS CONFLICT BE MANAGED (RESOLVED)
NOW ???
AVOIDING /
COMPETING / ACCOMMODATING / COMPROMISING
[poss.] / COLLABORATING [poss.]
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● To the child: pose a plan to get a new car. Perhaps go out &
search for a new car for a reasonable price & save money to contribute
to it. To the parents: Try
to put yourself in child’s place & look at the situation from his/her
point of view. ● Together you should select a mutually acceptable time & place to
discuss this conflict. Added: Preferably neutral—not on either side’s “turf” ● To the child: – plan your message clearly & carefully in advance. ● To both: Avoid personal attacks, name calling, &
emotional overstatement. Monitor
Nonverbal messages. ● Be determined, before the discussion, not to get angry, but if you find yourself
getting angry, try to stay silent & remind yourself that you are in control of your
own emotions. ●Make sure to use appropriate empathic “I” statements ● This could be a win-win situation if you follow these
guidelines.
F04-5 fm/FR {NOTE:
names
&
some details have been changed &/or paraphrased to preserve anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_ CIRCUMSTANCE_____ ● Writer’s label
for the type of conflict (Psuedo,
Simple, or Ego): _
SIMPLE ● Writer’s label
for the conflict (constructive
or destructive): _ CONSTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the
problem/ the writer’s analysis/ the goals: My
cousin had consulted me about planning a birthday get-together with her
friends & family for her 32nd birthday. She made a last minute
decision to move the location of her mini-festivity to another club
rather than the original place. On the day of her party, I lost my
cell phone in the early afternoon. Since I do not know her phone
number by memory, I couldn't call her. I had hoped that she
would leave a message on my voicemail so that I could call her back.
In the later evening, she did call, but left no number where she could be
reached. I eventually had to get my cell phone service turned off,
and didn't get another phone from the insurance company until a week
later. The same day my new phone came and service was turned
back on, my cousin called me, and I answered the phone not even recognizing
the number. As soon as I answered, she immediately went into
attack mode with her barrage of questions: "Why did you stand me up?
What happened to you that night? You couldn't even call your
cousin? What... I don't deserve a phone call?" HOW CAN THIS CONFLICT BE MANAGED (RESOLVED)
NOW ??? Note: Don’t focus on
the ways the writer could have avoided having to miss the party (that’s
rather obvious) ; just work on resolving the current
conflict ( which is no longer “simple” ). Also consider: are there additional sources/types of
conflict and additional CM styles operating here?
AVOIDING / COMPETING /
ACCOMMODATING / COMPROMISING / COLLABORATING
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● Where the parties’ goals overlap is that they both wanted
to attend the party. Where there is a divergence is their opinions of who
should have contacted the other. This is why we recommend that the 2
parties use the negotiation
strategy of recognizing that angry emotional outbursts rarely change
someone’s mind ● Being that one party’s conflict management style is
confrontational while the other is collaborating, we can see why the emotions were handled
in such a different manner. The parties should make a conscious decision about
whether to express anger and being mindful to both listen & respond and to not lose control. ● In terms of “managing information “ these 2 parties should “own”
their statements by using “I
language” . This will lessen the accusatory sting. ● Each party needs to be more other–oriented by merely being quiet &
just listening & being determined not to get angry.
F04-6 p-c {NOTE: names & some details have been
changed &/or paraphrased to preserve anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_ ROLE/CIRCUMSTANCE _____
● Writer’s label
for the type of conflict (Psuedo,
Simple, or Ego): _
EGO ● Writer’s label
for the conflict as (constructive
or destructive): _ CONSTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the
problem/ the writer’s analysis/ the goals: Recently my mother and I had a conflict. My mother and I went to visit my
grandmother, but in the morning before we left our house, I took quite a
long time to get ready. I purposely
took my time and did not rush because I was upset that my mother only had
told me that we were going that same morning, but she expected me to get
ready quickly despite the short notice. Another reason why I was being
disobedient & reluctant to
cooperate was because I had plans to
go to the mall with a friend. My mother was upset because she did not
believe I had the right to be upset -- being the child and all. What I did not know, and what my mother
did not tell me until we got to my grandmother’s house is that we were going
to take her to a doctor’s appointment.
If I had known that I would not have been in such a bad mood and I
would have gotten ready more quickly.
Once we were out of the house though, everything was better, I was
no longer upset because I had already accepted the events of the day, and
my mother was no longer upset because I was finally ready and we were on
our way. I felt rather foolish once
I found out about the doctor’s appointment and I apologized. True, I did not know her intentions, and I
could have trusted her judgment, but it never would have happened the way
it did if my mother would have told me in advance of her plans to include
me in the trip to the doctor’s office. HOW COULD THIS CONFLICT HAVE
BEEN MANAGED (RESOLVED)
EARLIER/MORE EASILY ??? How can similar conflicts between these 2 people be
managed in the future???
Also consider: how much does
the power differential influence the way(s) this conflict can be resolved?
AVOIDING / COMPETING /
ACCOMMODATING / COMPROMISING / COLLABORATING
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● The mohter & daughter should have communicated more
explicitly in the morning. ● They should have used active listening & been empathic
to each other’s needs. ● They should have both compromised & accommodated each
other. [ HOW? ]
● They should not keep information from one another so they
can have more clearly stated goals. ( caused by power differential?)
F04-7 wk {NOTE:
names & some details have been changed &/or paraphrased to preserve
anonymity}
●From writer’s perspective, what is the Level/Type of
this relationship:_ ROLE/CIRCUMSTANCE_____
● Writer’s label
for the type of conflict (Psuedo,
Simple, or Ego): _ PSUEDO ● Writer’s label
for the conflict (constructive
or destructive): _ CONSTRUCTIVE ● Writer’s highest score for
personal Conflict Style: “Identifying your Conflict Management Style”-
pp. 232-3 ● Summary of the problem/
the writer’s analysis/ the goals: I work
at a family-owned restaurant and catering business. A recent conflict I had there was a
pseudoconflict with my boss. We were
catering a party last weekend and both of us assumed the other one had
booked the servers for the party.
Unfortunately, neither of us had.
As a result, we both rushed to the party and served at it
ourselves. This was a pseudoconflict because of the lack
of communication and lack of understanding of who should deal with the
server company. My first instinct
was to get upset and tell him he’s unorganized because I had to cancel
plans. HOW CAN THIS CONFLICT BE MANAGED (RESOLVED)
NOW & IN THE FUTURE ??? Also consider: are there additional sources/types of conflict
and additional CM styles operating here?
AVOIDING / COMPETING /
ACCOMMODATING /
COMPROMISING / COLLABORATING
Team’s C.M. Recommendations [ based on material in Chaps 8, 9,
10, 11, 12 (4e)]: (continue onto back if necessary) ● They both need to change the way they communicate
because this is both bad for business and their personal relationship. This was
just a simple miscommunication in which for the next time they need to come
together and make sure they have things set up. ● They have to communicate better. They must
collaborate better. ● The parties must both use better management
information like better listening skills and understanding what the other
party is saying. Listening is important to both the business and the way
they listen is also important. They must start to improve listening by
actual meeting and talking. They also must both understand the situation
and each other. They both must clearly convey and retain answers and
questions -
Both parties must remain other-oriented. This
could have been avoided by thinking in a self-less way saying to oneself is
“Did B hire the servers this time or maybe I should pick up the phone.” Or
“B hired the servers last occasion I think I might have to do it.” They
both could still use “I” statement better. -
There is really not much to negotiate only maybe
in the way they plan things and they should avoid the win/lose way because
they got the party but almost at their expense. ●
<Conflict
& Relationships>
1st: Analyze the
situation in the case study via this 4 step process:
- using the original write-up
-
using applicable items from pp. 223-236 (some of these items have already been broached
on the case study sheet.)
- using applicable items studied previously this semester such as perception, culture
- using the “relationship challenges/dark sides” from pp. 316-333
2nd: Determine
where the parties’ goals overlap & where they diverge.
3rd: consider the parties’
respective conflict management styles .
4th: as a team,
make specific recommendations about…
Ø
How the parties can/should
handle emotions (p.240-243)
Ø
How the parties
can/should manage information (p.243-5)
Ø
How the
parties can/should be “other-oriented” ( p.242 & 245-6)
Ø
How the
parties can/should use negotiation
strategies(p.237-9)
5th: submit all
worksheets & notes
Team’s C.M. Recommendations [ based
on Chap 8, 9, 10, 11, 12 (4e)]: (continue
onto back if necessary) Case = _________________________________________________ Team =
___________________________________________ ● ● ● ●
Conflict
& Relationships – the Debrief activity #3
Pre-session:
As a
team, look at my annotations to your
recommendations page. If I were sitting in on
your debrief sessions, these are the questions I would
ask.
Step one:
In no
more than 5
minutes, as a team, orally summarize your
case & your reasoning to
the
other team(s)
Things
to highlight:
Ø key items in the case study that
particularly influenced your analysis & recommendations [ e.g. presence of anger,
personal CM style, level of relationship. Power dimensions]
Ø key Chapter 8 concepts that are particularly relevant
to this case [ e,g, simple conflict vs
ego conflict, assertive vs aggressive]
Ø your 3-4 specific recommendations with a
brief rationale for each [ e.g. if you recommend
a “ mutually acceptable location” –
explain that’s because the competitive symmetrical tendencies in the
relationship would benefit from neutral ground which may diffuse the evident power struggles ]
Step two:
the other team should listen
critically & evaluate the quality of the
recommendations that you hear. Play
“devil’s advocate” . challenge any recommendation
that does not seem to be based on the
Interpersonal Toolbox
that we have been
developing over the course of the
semester.
Step three: of
the 2-3 cases you’ve just summarized,
which one
would the class-as-a-whole
learn the most from?