Conflict Resolution

MCM 301 Communication Skills 

Assignment No 1

TOPIC: Conflict Resolution

Learning Objectives:

   The objective of this assignment is to

          1. Give students an understanding that how a conflict is solved in an organization.
          2. Enable students to think critically.

Introduction:

Conflict is a normal part of doing business because organizational members have different and often opposing goals. However, these differing goals keep the organization vital by stimulating creativity, promoting innovation, and bringing about change. Organizations totally devoid of conflict would become apathetic, stagnant, and unresponsive to change. Conflict resolution is a process whereby individuals resolve issues in an informal or formal atmosphere, or where issues are resolved as part of the ongoing interaction between individuals.

Scenario:

The workers working under the operational manager in a Multinational company have boycotted to work due to rigid working hours and inadequate compensation. Eventually, a conflict arises, that needs immediate attention.

Q.1. As a communication manager, which of the following strategy you will adopt to resolve the issue and why? Also, mention the step by step process towards the final solution of the conflict.

Note: Conflict resolution strategies are given at:

http://smallbusiness.chron.com/5-conflict-management-strategies-16131.html (Marks: 10)

Q.2. Upward Communication

Considering the above scenario, as a communication manager, make a brief report to highlight

the issue to the top management.

Guidelines:

In the report, mention

          i.   Topic of the report.
          ii.  The concerned authority.
          iii. The nature of the issue.
          iv.  Any action if required.

Words Limit: 100 words. (Marks: 10)

Learning Outcomes:

Student will learn

          1. How an issue is resolved keeping the various strategies of resolving a conflict.
          2. How a report is written to the higher authority

SOLUTION

Solution 1:

In part 1, the solution was required as per the below given pattern.

i.   You were required to study the problem mentioned in the scenario and establish your  understanding of it.

ii.  Afterwards, you were asked to provide one strategy from a given link that you think can resolve the issue.
iii. You were required to give logical reasons for the selection of the strategy.  
iv.  Later on, a discussion was required that revolves around the possible steps to be followed through which the resolution of the conflict would take place.

The possible steps are:

1. Identify the source of the conflict.

2. Look beyond the incident.

3. Request solutions.

4. Identify solutions both disputants can support.

5. Agreement.

http://www.amanet.org/training/articles/the-five-steps-to-conflictresolution.aspx

Solution 2:

In part 2, you were required to make a report as per the following pattern.

i.  Use of your own made report format or adopted from a source.
ii. Topic of the report. I.e., Boycott of workers due to inadequate compensation and rigid working hours.
iii. Addressing the concerning authority. I.e. CEO, Director Administration, General Manager etc.
iv. The nature of Issue. i.e., Explanation of the issue in detail.
v..  What action you would suggest in your report? I.e. A brief explanation of the possible action to be taken.