Case Study - Workplate Conflict
Margaret is an experienced administration officer in "All Things Insurance>• a very large lnsuranc.e
company. She has been working with the organisat ion for some 25 years and is very capable and
knowledgeable.
Richard is also a very experienced administ ration officer who has had many years' experience as
well, but at several different insurance companies. He has only just joined "All Things Insurance"
and has been assigned to Margaret to " learn the ropes" .
As Richard's mentor, Margaret has spent several hours with him, showing him how the company
works and assisting him with all the processes that he needs to learn. Richard sits with Margaret,
ut clearly is not taking in much of what she says. When Margaret checks on him, she discovers that
he has been implementing his own processes and not following the procedures that have been very
clearly shown to him.
Margaret has a discussion with Richard about this where he informs her that he feels that he has
much better ways of doing things as he has been doing this job for" a very long time" (albeit in
different organisations) and knows what he's doing.
After many attempts to convince Richard that he needs to follow the procedures that are already in
place - Richard just ignores her and continues to defy his mentor. Margaret tries very hard to keep
her composure and not enter into a heated discussion with Richard, but is finding it increasingly
difficult.
What strategies should Margaret undertake to resolve this situation without it esca lating into a
serious workplace conflict case?
Managing Conflict in the Workplace
case Study - Alison
Louise is in charge of a small accounts department in a large insurance
company. She had a very well functioning and happy team until the new
eceptionist - Alison started. Alison appeared to have a poor attitude since
day 1. She is often at least 15 minutes late most mornings and usually sneaks
out around 15 or so minutes early each afternoon. She doesn't seem to have a
clear understanding of her duties and often leaves courier packages at her
eception desk rather than delivering them to the recipients. She also regularly
leaves mail sitting on her desk and expects her colleagues to come and collect
their mail themselves.
Initially, her colleagues put it down to her just trying to settle in and so helped
her out and were particularly accommodating. One particularly busy day,
Alison left at 2 pm claiming to have a Doctor' s appointment. Due to this, her
colleagues had to stay back until 8 pm to complete some important work, that
ordinarily Alison would have had to do.
Louise is very well aware that the team is feeling resentful toward Alison and
she is concerned that productivity will be affected. She wants to avoid conflict
within her team at all cost.
Q. How should Louise manage this situation to ensure the most effective
outcome?
Managing Conflict in the Workplace
Case Study - Hannah
Hannah works as a nursery hand in a big garden centre. She was asked to use
a spray to remove weeds one day and was concerned that there was no
protective clothing for her to use. She asked her colleagues if there was
anything she could use, to which one replied "don't wo
y about it a little spray
never ki lled anyone".
Hannah felt very uncomfortable about this as she knew that some powerful
weed sprays could in fact harm you if it accidentally is sprayed in the eyes or
on bare skin . She also knew that she needed to do something about it.
She checked the WHS procedure manual and found information stipulating
that protective clothing must be worn at all times when using any kind of
chemicals. She went straight to her Manager - Rob, and told him that she
wasn't prepared to risk injury and so refused to use the spray.
Hannah's actions angered both her manager and colleagues, because it meant
that everyone now was obligated to follow very strict WHS procedures. This
was seen by most as a waste of time and an inconvenience, and resulted in
esentment toward Hannah.
Q. How could this issue have been managed to ensure a positive outcome,
without creating the possibility for conflict amongst the team?
Managing Conflict in the Workplace
Case Study - Petra
Petra has always been a reliable and conscientious member of staff. She
always completes her tasks in a professional manner and always meets
deadlines. In recent weeks Petra's manager Greg has noticed a change in her
attitude. She has become i
itable and a
upt with other team members and
generally difficult to get along with. Her work performance has also slipped to
the point where she is not completing her tasks adequately.
Greg recognises that there is indeed a problem and feels that he must get to
the bottom of it as soon as possible, before a major conflict arises amongst his
team.
Q. How should Greg approach this situation?