This question contains two parts; be sure to answer both. First, explain the conflict-handling styles a manager might adopt and the circumstances under which each style is appropriate. Next, imagine that you run a small diner that serves breakfast and lunch. A major company, with thousands of employees, has moved into the neighborhood. You need to open your diner two hours earlier each day (at 5 a.m. instead of 7 a.m.), but the staff is unwilling to come into work so early, and many have refused to do so. Which method would you use to manage the conflict? Explain the rationale for your solution.

Question

What will be an ideal response?

Answer 1

The five styles are:

1. Avoiding—ignoring or suppressing a conflict; appropriate when a person needs to buy time in unfolding and ambiguous situations.
2. Accommodating—allowing the other person's desires to prevail; appropriate when the issue isn't important and is simple and not getting worse.
3. Forcing—ordering or otherwise using power to get people to do it your way; appropriate when quick results are essential.
4. Compromising—splitting the difference; appropriate when both sides have opposite goals and/or possess equal power.
5. Collaborating—devising solutions that benefit both parties; appropriate for complex issues plagued by misunderstanding.

Students should explain which style they would choose to handle the conflict at the diner.