Case Study

John and Sarah are co-workers who are working on a project together. They have different opinions on how the project should be completed, and this has led to a conflict between them. John wants to take a more assertive approach, while Sarah wants to be more accommodating. They decide to use a conflict management matrix to help them identify the most appropriate style to resolve their conflict.

John suggests that they use the competition style to resolve the conflict. He argues that this approach will allow them to take a firm stance on their positions and reach a quick resolution. Sarah, however, is not comfortable with this approach. She feels that the relationship between them is more important than the outcome of the project.

Sarah suggests that they use the accommodation style instead. She argues that this approach will allow them to maintain their relationship while still moving forward with the project. John is hesitant about this approach because he feels that they need to make progress on the project and that accommodating Sarah's views may slow them down.

After further discussion, they decide to use the compromising style to resolve their conflict. They agree that they will each give up something in order to reach a resolution that meets both of their needs. John agrees to incorporate some of Sarah's ideas into the project, and Sarah agrees to support some of John's ideas. They both feel that they have reached a fair and reasonable solution that moves the project forward and maintains their working relationship.

In this case, John initially proposed using the competition style, while Sarah proposed using the accommodation style. However, through communication and collaboration, they were able to identify the compromising style as the most appropriate conflict management style for their situation. By using the matrix to guide their decision-making, they were able to resolve their conflict effectively and maintain a healthy working relationship.

This case study illustrates how different conflict management styles can be used to address a sample workplace conflict.

Activities:

Activity 1: Role Play and Reflection

Divide the participants into pairs and assign each pair a different conflict management style from the conflict management matrix (i.e., competition, accommodation, collaboration, compromise, avoidance).

Provide each pair with a different workplace conflict scenario that requires the use of the conflict management style assigned to them.

Give participants 10-15 minutes to role-play the scenario, with each person taking turns to play the role of the employee who is using the assigned conflict management style.

After the role-play, have participants reflect on their experience and discuss the following questions:

• What was it like using the assigned conflict management style in the scenario?
• Did the conflict management style help to resolve the conflict effectively? Why or why not?
• What other conflict management styles could have been used in the scenario?
• How can you apply what you learned to your own workplace conflicts?

Bring the group together to share their insights and discuss the benefits and limitations of each conflict management style. Encourage participants to consider how different conflict management styles can be used to address different types of conflicts in the workplace.

Activity 2:

Divide participants into small groups of 3-4 people each.

Provide each group with a different case study on conflict management.

Ask each group to analyse the case study and identify the following:

• The type of conflict
• The root cause of the conflict
• The parties involved in the conflict
• The potential consequences of the conflict
• The most appropriate conflict management style to resolve the conflict

After the groups have completed their analysis, ask each group to share their findings with the larger group.

Lead a discussion with the larger group on the common themes and differences between the case studies, as well as the various conflict management styles identified by each group.

Wrap up the activity by summarizing the key learnings from the case studies and the importance of effective conflict management in the workplace.

Learnings:

This activity can help participants develop their critical thinking and problem-solving skills, as well as their ability to work collaboratively and communicate effectively with others. It also provides an opportunity for participants to practice applying conflict management concepts to real-life situations.

Knowing Conflicts

Identify early:

Identifying a conflict prior to its escalation can be very beneficial for all parties involved. When a conflict is identified early, it is much easier to address and resolve before it becomes more complicated and entrenched. This can help to prevent damage to relationships, reduce stress and anxiety, and minimize the negative impact on productivity or outcomes. Additionally, early identification of a conflict can helps to create a sense of openness and trust within a group, as people feel comfortable discussing issues and working towards a solution. So, being able to identify a conflict situation early on can be a very important skill for effective conflict management.

Use these practical strategies for identifying a conflict situation:

By using these strategies, you can better identify a conflict situation, which will allow you to take appropriate action to resolve it.