Resolving Conflict
Introduction | Concepts | Exercises | Good Ending | Bad Ending | Discussion
Exercises

Part 3: Solution

Let's see how well you answered the questions.

To prepare for the meeting between Nick and Gail, Pauline composed the following e-mail message. Evaluate this message for both positive and negative aspects.

Date: January 21, 20XX
To: Nick Fiori
  Gail McGuire
From: Pauline Peterson
Re: Why can't you two get along?!?

Nick and Gail, as you know, we will meet tomorrow in Conference Room B at 2:30 to resolve your ongoing petty conflict. Please continue to follow the guidelines set in our last discussion—neither of you is to contact the other or discuss the issues in conflict. By discussing this issue with your colleagues, you have made the problem even worse.

Our objective for the meeting tomorrow is to resolve the conflict. Please bring with you your positions clearly stated in writing. We will discuss these issues following our guidelines: we will not interrupt each other, we will be open to compromise, and we will be respectful in language and tone. We hope to resolve these issues to prevent going to the next step of bringing in an outside mediator.

I look forward to resolving our issues tomorrow. In the meantime, try not to act like children.

1. Identify four ways in which Pauline does not follow her own guidelines of being respectful.
  Your Answer:
 
  Our Answer:
 

Some correct answers include:

  1. Subject line - Pauline uses an unprofessional subject line that may insult Nick and Gail. This flippant subject line could compromise the tone of congeniality that she hoped to create.

  2. Judgmental language ("petty") - Pauline calls the conflict "petty." By using this judgmental language, Pauline minimizes the importance of the conflict and may anger Nick and Gail.

  3. Scolds Nick & Gail - In mentioning that they have worsened the problem, Pauline again focuses on the problem rather than the solution. Her scolding tone may insult Nick and Gail and prevent a positive attitude toward the resolution meeting.

  4. Insults Nick & Gail ("Try not to act like children") - In her closing remarks, Pauline insultingly tells Nick and Gail to "try not to act like children." Again, this language and tone may cause negative feelings about Pauline's ability to resolve the issue and ignite further arguments.

  5. Uses "you" which may create distance - Pauline risks creating distance between herself and Nick and Gail by using the term "you." Another term to avoid includes "you people" since that term also creates distance. "We" helps create consensus among the parties and is a better choice than "you."
   
2. Identify four ways in which Pauline sets a professional tone for the meeting in the e-mail:
  Your Answer:
 
  Our Answer:
 

Some correct answers include:

  1. Documents meeting - Pauline's e-mail reminds Nick and Gail of the meeting and the objectives. While some of her negative comments may cause problems between Nick and Gail, documenting the meeting is a good step.

  2. Reminds of instructions - Pauline reminds Nick and Gail that they are not to speak to one another about the conflict between them.

  3. States guidelines - Pauline clearly states the guidelines for the meeting: "We will discuss these issues following our guidelines: we will not interrupt each other, we will be open to compromise, and we will be respectful in language and tone."

  4. Positive statements about meeting outcome - Pauline makes positive statements about the outcome of the meeting. For example, she says, "We hope to resolve these issues . . ." and "I look forward to resolving our issues tomorrow."

  5. Uses "we" to build consensus - Pauline's use of "we" creates a sense of consensus between herself and the conflicting parties.
   

previous next
 
page 8 of 13 | go to page: 1 2 3 4 5 6 7 8 9 10 11 12 13  

 

© 2002 by Prentice-Hall, Inc.