Man501 | Management | Communication Assessment Answers

3. Managing Conflict (Chapter 7) Your office neighbor talks very loudly on the phone. It is very hard for you not to be disturbed in your work. You have talked to her about it in the past but it keeps going on. You are sitting in your office. It is happening once more and you are quite irritated about it. You have decided to confront this person now. What will you do? How will you do it? Why?

Aspects that should be addressed / included in your answer:

Use of recognizable conflict resolution approach, explanation of why this approach is appropriate, identification and explanation of reasonable alternative

4. Leading Positive Change You are in charge of a large sausage manufacturing company. Up until now, everything has been running smoothly, but you believe it is time for a change. You have been reading about empowerment and teamwork, and you think that if you can reorganize the employees into selfdirected teams, your sausage company has a chance of becoming the most profitable sausage company in the United States. Your management philosophy is that any profits the company makes should be shared with the employees. Employees are concerned however, because they think that any change may be accompanied by downsizing and layoffs. What will you do? How will you do it? Why?

Aspects that should be addressed / included in your answer:

Establishing a climate of positivity, creating readiness for change, articulating a positive vision, identifying and explaining actions to be taken.

Answer:

Introduction

In this assignment, 4 scenarios are analyzed in order to understand the situations of conflict and provide with the solution for the conflict. The scenarios are related to the four areas in communication, negotiation and resolving problem that are developing self awareness, solving problems creatively and analytically, managing conflict and leading positive change. In order to reach to the solution, each of the scenarios is analyzed and the appropriate steps are taken in order to solve the conflict. The analysis of the scenarios helped in establishing the effective understanding related to the different conflicts that occur in the organization. 

Task 1

It is noticed that- during the national sales meeting in Chicago, a manager moved out of the meeting hall and took his friends from Chicago to an expensive restaurant for the dinner. He later charged it in his expense account. He said that they are potential clients. He does not have bills of restaurant for the proof to show to his boss. Now, he is asking to write a false note and lie that I was there and his friends are potential clients. First of all, he was not supposed to step out during the national sales meeting. Along with this, if he took his friends for dinner because they were potential clients, then he would have kept the bill of restaurant in order to show to his boss. Apart from this, the next mistake he did was he charged the expense to his expense account without any proof of the expense.

Identification of personal stage of moral development: The personal stage of moral developmentis conventional morality. This stage defines that a person understands the rules and the authority. The person is oriented towards the fixed rules(Lumen, 2018). It includes the decision, by considering all the people who will be affected by the decision.It is important to follow the rules in order to make the right decision related to any type of situation.

Accordingly, I know the situation and the facts that are there in front of me. I have to make the decision that is ethically right in order to follow the rules. I have to take the decision considering the actions of the managers and at the same time, ensuring that the company will not suffer any kind of loss because of my actions or the decision in this situation.

Explanations of how stage is likely to influence behaviour:being a sales manager of the company, it is my responsibility to investigate about the things that happened. As there is no such evidence that the manager took his friends to an expensive restaurant, it is difficult to judge. If Iwill inform to manager’s boss that I was not there when he took his friends to the restaurant for dinner because they were potential clients, then it would create the difference between me and the manager. But, it will help in conveying the truth to the manager’s boss about the fact and the company do not have to suffer the loss that the manager charged in his expense account.

Identification of own interpersonal orientation:Interpersonal orientation is considered as individual differences in context to the preference for the social interaction (Psychology Concepts, 2017).It involves the interpersonal needs to obtain control, inclusion and affection or openness.I am moderately social with the people in terms of need for inclusion. I like to maintain the relationshipand spend time with the people. I am democrat in terms of need for control as my need for controls are moderate(Flash Card Machine, LLC, 2012). I understand the need to lead the peoplebut,I also involve the people in order to understand their opinions as well. In terms of need for affection, I am “personal” which means that I like to express love and feel love moderately.

Explanation of how orientation is likely to affect the actions:As I like to be social with people moderately, I like to express and feel love moderately and my control needs are moderate, it can be reflectedthrough my actions. Firstly, I will do what is ethically right. I cannotlie about my presence at that time. It is ethically wrong. It is not possible for me to write the statement when I was not there. Nobody has a proof that his friends were potential clients and he took them for dinner at an expensive restaurant. I will try to communicate with the manager in order to obtain the actual facts about the conversations that took place between him and his friends who were potential clients in his perception.If he can provide some factual information about the conversation and the information that can provide with the surety that his friends can be the potential clients for the company,then I can convey it to his boss. If the information provided by manager is true then it can provide benefits to the company. Along with this, this can provide with the satisfaction to his boss and he will not question the manager.Hence, I will not write a note related to my presence but will collect the details of the conversation. This will help in maintaining the relationship with the manager and show concern for the profitability of company as well.

On the other hand, if the manager is not able to provide with the factual information related to the conversation with his friends, then I can deny to write note and I will convey the facts to the manager’s bossso that he can deal with the manager in the manner, which he think is appropriate to reach to the conclusion of the actions of the manager.

Task 2

Being a lower level manager, it is highly important for me to listen to the supervisor.  Every now and then all of the people associated with the company have to deal with the problem of different level. It makes it difficult for us to find out the right way. Likewise, my boss is facing the problem because her boss is bringing so many of the changes in the different activities and the procedures related to the company. It is difficult to deal with all of the changes at once. My boss was not facing any type of problem with the old procedures of the company and my boss is working in the company since 15 years and believes that there is no such need to change. Now, it is believed by my boss that all what her boss is doing is showing her power.In this situation, I can only provide the suggestions to my boss so that the problem can be resolved. Above all, the change in the company is the need for enhancement in the performance and to establish the competitive advantage.It is important to bring changes but, the changes should be implemented with proper planning so that it will not create any problem for the company in the future. The change should be able to provide benefits to the stakeholdersand the company at the same time.I can suggest my boss that it is important to communicate in order to understand the need for bringing lots of changes suddenly in the company. This will help understanding the reasonsbehind the implementation of change. It is also important to establish the environment of change so that the employees will be able to deal with any type of change, and the situations that arise from the change(Palmer, 2004).My boss can suggest to his boss that changes should be implemented one by one so that it will not create problem for the employees, to adopt the changes in an efficient manner. It is important to discuss about thetraining needs to the people of the company to implement change effectively.

Identification of possible blocks to creativity: there are certain conceptual blocks about which the people of an organization are not aware.It can be personal, organizational or interpersonal blocks. These blocks are the mental obstacles that restricts in problem solving(Training Course Material, 2016).Through the identification of the situation, it has been found that the conceptual blocks that inhibit the creative problem solving are vertical thinking, non-inquisitiveness and non- thinking(Creating Minds, 2015).The vertical thinking is blocking creative problem solving because the alternative views are not considered for defining the problem(Banks, 2018). Non-inquisitiveness is a block, because boss is not asking his boss about the need for the change, the planning behind the changes in the procedures and the activities of the company. Non- thinking is developing block,as my boss is biased towards the activities of the company that are used since 15 years. He is not doing any kind of mental work.

Identification of a creative analogy: in this situation, the personal analogy is identified, as my boss is asking me to understand the problem that is faced by him and asking me for my suggestion that,howI would have reacted or dealt with the problem. This analogy helps in indentifying the attributes of the problem(Dafinoiu, 2015). The different creative solutions can be identified with help of this analogy, as it helps in enhancing the ability of the critical thinking in an effective manner. Through answeringthe questions, the creative analogy can be identified(Moroney, 2015).

Bringing back analogy to provide a creative solution or new viewpoint: through the identification and the analysis of the problem, it can be said that it is difficult to adopt all the changes introduced in the company related to the procedures and the activities of the company at once. As my boss was working on the basis of the same procedures and now, it is difficult to manage and adapt the changes so quickly. The communication of the changes and, the plans related to the changes in the procedures of the company are not discussed and now, it is difficult manage all the changes at once. It is important to identify the need of change in order to manage the changes effectively. It will take time to adapt the new changes.Hence, in order to deal with the problem, the solutions are identified with the help of bringing back analogy in order to provide a creative solution. The creative solution that I have identified is that in order to resolve the problem, it is important to talk to the management, related to the changes that have been implemented in the company suddenly. It is important to communicate to the management about the need of the training and the support to the employees of the company, so that they can develop the skills and the abilities for working as per the changes in the company. The training will help in enhancingthe skills and the abilities of the employees of the company. Apart from this, it will take time to train the employees of the company to work as per the new procedures and the processes implemented and introduced in the company by the boss. The support of the boss is important in order to implement thechange in an effective manner.The continuous guidance and the support to the employees, to work according to the new process and the proceduresare highly important so that company can attain the goals in an effective manner. The performance of the company can be enhanced if the boss will help and guide and monitor the performance of the employees. Hence, for this purpose the support of the management and new boss is necessary.

Task 3

The habit of the office neighbour is quite disturbing and irritating on the whole. It is not possible for me to concentrate on my work because she talks very loudly. Even though, I have talked to her upon this issue, but she does not care about that and continues to talk loudly. Now it’s time to confront to her about the problem I am facing because of her.

Use of recognizable conflict resolution approach:in order to resolve this problem or issue that I am facing because of her, it is important to use collaborating conflict resolution approach. Collaborating conflict resolution approach focus on addressing the concerns of both the parties involved. This approach does not include the assignment of the blame(Gleeson, 2018).This approach helps in resolving the problem in an effective and most convenient manner through identifying and obtaining the concerns of both the involved parties.This includes the identification of the solution that can work for everyone who is associated with the conflict. It is important to talk to her and discuss about the problem that Iam facing because of her. I will try to understand the reason behind the fact that why she talks loudly in office. I will be able to understand the reason behind it through communicating with her. It will help me to understand the actual reason behind this thing.The face- to-face communication with her about the problem that I face because of her will also help her to understand my problem. This will help in bringing out my and her concern. It is important to understand why she still talks loudly on the phone even whenI have talked about this thing with her in the past. It will help in establishing understanding about the perspective of both the sides, not only the problem that I am facing. I can communicate her about my problem in an effective manner(McCarthy, 2018).This might help in obtaining the positivereaction from her that she will try and coordinate, so that it will not create problem for me.She may agree that she will not talk loudly in the office.This will eventually help in resolving the issue or the conflict in an appropriate manner(Masters & Albright, 2002).

Explanation of why this approach is appropriate:the use of the collaborating approach will help in reaching to a conclusion and resolving the issue or the conflict in an effective manner. It will provide the understanding related to the perspective of both the parties(Dana, 2001). I will be able to confront her about my problem and she can convey about the reason behind her actions even whenI have talked to her in past related to this issue. Theeffective communication with her will help in finding out the inside things in an effective manner(Doherty & Guyler, 2008). This will help in uncovering the facts that I do not know and why she talks loudly on phone.This will alsohelp her in understanding my problem and she might not talk loudly on phone in the office in future or she can try and understand my problem and try not to talk loudly in office so that it will not create problem for me to work in the office and concentrate on my work.Hence, with the help of this approach, the issue or the conflict can be resolved. The collaborating approach will help in obtaining the effective solution for the problem that I am facing(Coach, 2018).

Identification and explanation of reasonable alternative:in order to eliminate the issue that I am facing, the alternative which can be used is that I can communicate about this issue with my manager. The manager can help in resolving the issue. The manager will be able to understand the concerns of both of us. Through identifying the actual reason behind the conflict, the manager can make the right decision in order to satisfy both of us. Hence, through this, he can understand the reason why my office neighbour talks loudly.I can inform him aboutthe conversation that took place between me and my office neighbour, related to the issue or conflict however, she started talking loudly in the office again.He will be able to deal with the issue in more effective manner as he has the authority to give orders to her that she cannot talk loudly in the office as it creates disturbance for the other employees in the office.Apart from this,I can suggest the manager that there should be a separate room where the employees can talk without any restriction on the phone or my office neighbour should be provided with a room where she can talk loudly with no such restrictions.This will help in resolving the conflict in an effective manner through addressing the concerns of both of us.

Task 4

It is important to bring the changes in the process and the procedures that are followed by the company, in order to enhance the profitability andestablish the competitive edge in the market place.The teamwork helps in increasing the productivity of the employees, increase communication and coordination and also helps the employees to present the innovative and creative ideas for the implementation in the company. The empowerment to the employees helps in increasing the level of satisfaction of employees. This alsohelps in increasing the engagement of employees in an effective manner. The re organization of the employees of the company into self redirected teams can help in enhancing the performance and profitability of the company. Being the in charge of a large sausage manufacturing company, bringing the changes for the good of the company is my responsibility.I believe that the profits should be shared with the employees that the company makes. The employees of the organization are concerned but, they believe that bringing change could result in layoffs and downsizing.

Establishing a climate of positivity: in order to bring this change it is important to focus on establishing a positive climate in the company. The employees can attain the motivation when their leaders or the managers present positive thoughts in front of the employees. It is important for me to maintain positive behaviour and positive values in order to initiate to establish positive climate(Murphy, 2015). It is important to motivate the employees to focus upon the strengths. It is highly important to make the employees realize that they have the capabilities and the strengths to perform in more empowered and efficient manner(Quinn, 2015). Through this, I can convince the employees that they are the best and they can perform their best in order to enhance the profitability of the company.It is necessary to make the employees understand the need of thechange in the company. As an in charge, I can efficiently make the employeesunderstand and communicate with them. My words can affect the employees positively, as the positive communication helps in boosting the confidence of the employees(Jabri, 2017). Discussing about the empowermentand team work and the benefits of it to them and the company at the same time can help in developing positive climate in the company.The employees can attain satisfaction and trust when they are empowered and have the authority to make the decision and use their skills in an effective manner.Communicating the positive results of bringing the change can help in creating positive environment. Along with this, communicating the positive impact of the self directed teams can also help in motivating the employees to adapt the change in the company.Conveying positive words and thoughts to the employees is highly effective in establishing positive climate. The sharing of the profits earned by the company with the employees can also help in developing positive environment.

Creating readiness for change: bringing the changes in the attitudes, behaviours, intentionand the beliefs of the employees are the important aspects, which contribute in creating readiness for the change. With the help of demonstrating the needs for the change and the importance of the change in an organization, the effectiveness of the employees and the organization can be enhanced at the same time(Armenakis et al., 2010).Making the employees understand about the effect of the change upon their development is highly important. I want to develop self directing team in the company so that the employees can make good use of their skills and make the right decision or take the right step for the effective performance of the organization. This can help in improving the abilities and the capabilities of the employees without any guidance of the supervisors. This will also help in developing positive attitudes towards the change and they are able todeal with all types of change(Weiner, 2009).The employees can become self sufficient and can contribute in enhancingprofitability of the organization.

Articulating a positive vision: “With the change, everyone can grow together. I believe in teamwork and empowerment of employees through developing self directing teams. You can make good use of your skills through each other’s contribution and the profitability of the company is your profitability”.

Identifying and explaining actions to be taken: in order to develop the self directing teams, it is important provide the effective training to the employees of the company so that the skills and the abilities of the employees can be improved. The training related to making the right decisions and analyzing the situation in order to identify the problem in resolving the problem is important. It is important to develop positive attitudes and the behaviours among employees so that they put their efforts till the end for handling the different situations in an effective manner. The continuous motivation to perform betterin order to attain the goals of the organization is highly necessary and can ascertain employee satisfaction.In order to establish positive attitudes among the employees towards the change, it is important to communicate with the employees about the impact of the change upon their and organizational performance.

Conclusion

It can be concluded that it is important to analyze the scenario in an effective manner in order to resolve the conflict. The first scenario helped in developing self awareness and reach to the right decision in an effective manner. In the second scenario, the effective understanding related to the situation of the boss helped in providing with the suggestions to the boss to deal with the situation in an effective manner.  It has been found that in order to adopt the change, it is important to implement the changes with the planning so that it can be easier for the people associated with the organization to adopt and perform as per the changes in the organization. In the third scenario, it has been found that in order to resolve the conflict, it is important to negotiate so that the both the parties can get the satisfaction. Using the right approach and identifying the best alternative that can provide the benefit to both the parties is important to resolve the conflict.  In the fourth scenario, it has been found that it is important to implement the changes in the procedure and the processes of the organization in order to improve the performance in an effective manner. It is important to establish positive climate and positive vision for the change in the organization. This can help in reaching to the right decision.

References

Armenakis, A.A., Harris, S.G. & Mossholder, K.W., 2010. Creating Readiness for Organizational Change. Sage journals, 46(6), pp.681-703.

Banks, J., 2018. Blocks to creativity. [Online] Available at: https://pdfs.semanticscholar.org/presentation/32c1/af035db6eeb1e1822028f5559468da8c9486.pdf [Accessed 14 September 2018].

Coach, 2018. 5 Approaches to Conflict Management. [Online] Available at: https://www.coach.ca/5-approaches-to-conflict-management-p159659 [Accessed 13 September 2018].

Creating Minds, 2015. Blocks to creativity. [Online] Available at: https://creatingminds.org/articles/blocks.htm [Accessed 14 September 2018].

Dafinoiu, O.D., 2015. The Role of Analogy in problem solving and increasing creativity. [Online] Available at: https://www.revecon.ro/articles/2015-2/2015-2-9.pdf [Accessed 14 September 2018].

Dana, D., 2001. Conflict Resolution. McGraw Hill Professional.

Doherty, N. & Guyler, M., 2008. The Essential Guide to Workplace Mediation & Conflict Resolution: Rebuilding Working Relationships. Kogan Page Publishers.

Flash Card Machine, LLC, 2012. interpersonal communication. [Online] Available at: https://www.flashcardmachine.com/interpersonal-communication19.html [Accessed 14 September 2018].

Gleeson, P., 2018. Five Approaches to Conflict Resolution. [Online] Available at: https://smallbusiness.chron.com/five-approaches-conflict-resolution-21360.html [Accessed 14 September 2018].

Jabri, M., 2017. Managing Organizational Change: Process, Social Construction and Dialogue. Macmillan Education UK.

Lumen, 2018. Kohlberg’s Stages of Moral Development. [Online] Available at: https://courses.lumenlearning.com/teachereducationx92x1/chapter/kohlbergs-stages-of-moral-development/ [Accessed 14 September 2018].

Masters, M.F. & Albright, R.R., 2002. The Complete Guide to Conflict Resolution in the Workplace. AMACOM.

McCarthy, D., 2018. Five Techniques to Help You Manage Conflict in the Workplace. [Online] Available at: https://www.thebalancecareers.com/ways-to-manage-conflict-2276062 [Accessed 13 September 2018].

Moroney, J., 2015. Using Analogies for Creative Problem Solving Problem Solving. [Online] Available at: https://www.thinkingdirections.com/blog/using-analogies-creative-problem-solving/ [Accessed 14 September 2018].

Murphy, S., 2015. The Optimistic Workplace: Creating an Environment That Energizes Everyone. AMACOM.

Palmer, B., 2004. Making Change Work: Practical Tools for Overcoming Human Resistance to Change. ASQ Quality Press.

Psychology Concepts, 2017. Fundamental Interpersonal Relations Orientation. [Online] Available at: https://www.psychologyconcepts.com/fundamental-interpersonal-relations-orientation/ [Accessed 15 September 2018].

Quinn, R.E., 2015. The Positive Organization: Breaking Free from Conventional Cultures, Constraints, and Beliefs. Berrett-Koehler Publishers.

Training Course Material, 2016. 8 Blocks to Creative Thinking. [Online] Available at: https://www.trainingcoursematerial.com/free-training-articles/creativity-problem-solving-decision-making-and-lateral-thinking/8-blocks-to-creative-thinking [Accessed 14 September 2018].

Weiner, B.J., 2009. A theory of organizational readiness for change. Implementation Science, 4(67), pp.4-67.