Answer:
describe a number of general types of conflict;
identify sources of misunderstanding, differences, and conflict in the workplace;
explain how communication in different cases escalates misunderstanding, differences, and conflict in the workplace;
describe your conflict resolution style; and
describe ground rules for communication and strategies to resolve conflict.
Conflict at Work
Adam and Connor work for a large financial firm, advising clients on the financial services the company sells. Their job titles are the same, and their desks are opposite from each other within an open office environment. Adam has been with the firm for 15 years but likes to keep to himself, as he is quite introverted. Still a relatively new employee, Connor puts in many hours trying to build up his client base. He has done the training that Human Resources asked him to do, and he tries to follow the company rules and procedures. He is quite extroverted and social and seems to be getting along well with his colleagues. Their line manager, Eva, is pleased with Connor’s work, so far.
The line manager has assigned Adam to be Connor’s “buddy” and to assist in helping Connor settle in. Much of their day is spent working on the computer, meeting with clients, and communicating with stakeholders at various levels.
Connor has noticed that Adam is not as time-sensitive as he is; Adam arrives late on most days, but Connor doesn’t know that Adam works late most nights because he prefers to work after others have gone home for the day. Connor has tried to schedule a check-in meeting with Adam a few times, but each time he does, Adam says, “Don’t worry. We’ll catch up when I get in tomorrow.” By the time Adam arrives late for work, Connor has clients coming in to meet with him.
This morning the men had a meeting scheduled for 9 a.m. It is now 9:30, and Adam has just arrived and is taking off his coat. “Morning, Adam,” Connor says, “I was hoping we could catch up at 9 this morning, and we keep missing each other. I have a few questions. Are you still able to fit me in?”
Adam rolls his eyes. “Honestly, the gig’s not that complicated,” he replies. “I really don’t have time to babysit you!” Then he storms off to get a coffee.
