Case Study: Elaine's Challenging Experience

Question One. Sources of Conflict in the Named Situation

Conflicts are inevitable in any workplace which has more than one individual. However, the benefits or disadvantages of a conflict will occur depending on how it is handled in the organization. The disputes can emerge from a wide range of sources including differentiation, ineffective communication, and ambiguous rule, among others. In our scenario, the primary source of the conflict between the Elaine and the client is communication problems. The employees of an organization must possess effective communication and listening skills to ensure that they will adequately address the issues of the customers and the other stakeholders. According to the case study, David asserts that Elaine had a behavior of expressing her rudeness and paying less attention to the requirements of the respective clients. Therefore, it is clear that Elaine's poor communication and listening skills led to the escalating confrontation. Elaine was supposed to be diplomatic by ensuring that she calms down the client to avoid the loud argument and confrontation.

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Nonetheless, the ambiguous rules would have contributed to the conflict between Elaine and the client. The company may not have well-defined or outlined roles and responsibilities for the different positions in the hierarchical structure. Based on the scenario, Elaine was initially provided with the knowledge of technological advancements and trained on how to provide customer care services effectively. Therefore, I believe that there are no stipulations that guide Elaine on the extent to which she is restricted to make decisions on behalf of the organization. The organizations must have clear rules and regulations that govern the roles and powers of each structural position in the firm.

Furthermore, it seems as if the David and Elaine had a relationship conflict because David could have effectively resolved the confrontation by bringing both the client and Elaine on a discussion table to establish the main issue causing the dispute and collaboratively find the solutions. Instead, David just concentrated on the client alone. Also, we see David raising his voice when addressing Elaine during the meeting thus showing that he can be still be affected by poor communication and listening skills. Leaders and managers must embrace diplomacy and avoid confrontation with employees or clients at any given instance.

Question Two. Elaine’s Approach to Managing Conflict

Elaine's approach to managing the conflict was ineffective because she failed to control her emotions and try to calm the client down that can have an adequate time to discuss the matter. The loud argument between her and the client may have adverse consequences not only to her but also to the entire firm regarding reputation. Elaine chose to use the forcing strategy to manage the conflict although it was not the appropriate technique in this scenario. Instead, she could have decided to embrace problem-solving method despite the pressure from the client thus minimizing the chances of heated arguments and provide an amicable solution to the issue. Provision of adequate time for the two parties to adequately talk and listen to one another could have prevented the conflict.

Question Three. Opinion on the Possible Direct Intervention

Communication problems mainly contributed to the conflict between Elaine and the client. Therefore, I am of the opinion that the employee was supposed to maintain professionalism by ensuring that she remains calm even when the client would start to argue loudly. Also, Elaine was supposed to direct the client to the manager's office when she detected signs of water marks on the battery of the mobile phone so that the top management could provide its final decision on the issue. At this point, it would be wise for Elaine to practice the avoiding and yielding methods of handling conflicts or even seek the intervention of a third-party such as David to assist in address the escalating problem. Additionally, David was supposed to express effective leadership skills by listening from both Elaine and the customer and actively engage them in suggesting the most appropriate solution. David had the responsibility to ensure that the two parties solve their issues and establish a productive relationship not only for their current benefits but also for the large organization in the future.

Reference

Lotia, N. (n.d). Case Study: Elaine's Challenging Experience.