1. Diagnostic survey for Managing Conflict.
a. What is your total score? 102
b. In what quartile are you? I am in the first quartile or the lowest 25% of the 1500 business school students
2. Diagnostic survey for strategies for Handling Conflict
a. Identify your primary conflict management strategy (highest score) my highest score was in the Compromising Management Strategy with a score of 15
b. Identify your secondary Conflict management strategy (second highest score) My second highest score was in the Integrating Management strategy with a score of 15
3. Select a specific conflict with which you are familiar. Using the framework for identifying the sources of conflict discussed in the text and analyze the situation as follows.
This conflict occurred at one of my workplaces. The situation was that there was two people on duty and there were many guests to check in the hotel and there was an in-house guest that needed help. The other associate decided to take it upon herself to go and help this guest rather than staying at the desk to help me out with checking in guests. She was gone for almost an hour trying to help this guest.
a. What type of conflict is this? This conflict was due to Role Incompatibility. Role incompatibility means that it is conflicting expectations, pressures from job assignment and incompatible goals and responsible.
b. Why did it occur? It occurred because there was a miscommunication between both the other associate and I and the department in charge of tending to guest requests during the day.
c. Why is it continuing? This has happened on two occasions and has been settled.
d. Select an appropriate conflict management strategy (consider both the personal perferences of the parties involved and the relevant situational factors.)
The compromising approach is the approach that was and should have been taken. Although there were two points of view as to what should have been done. It was up to the manager to make sure that policies and procedures were being clearly followed. In this case it was told to both of us that the housekeeping staff would be in charge of any deliveries or guest requests during the day and once the security officer would come on duty it would be their responsibility. If at any time there was no housekeeping staff or Security Officer and the desk was taken care of it would then be our responsibility to take care of any guest requests.
4. How many questions did you get correct. 20 /40
