This question contains two parts; be sure to answer both. First, describe the relationship between the amount of conflict in a department or organization and that department or organization's performance. At what level of conflict is performance maximized? Second, suppose that you are the manager of a store that sells medical supplies for the handicapped or infirm. You see three major sources of conflict at the store: (1) many of the staff members who work the front desk do not like one another, (2) those who stock the shelves and work with the customers are resentful that they are not paid more, and (3) all employees are required to work nights and weekends, which cuts into their family and personal time. Explain how you would manage each source of conflict.

Question

What will be an ideal response?

Answer 1

Work groups, departments, or organizations that experience too little conflict tend to be plagued by apathy, lack of creativity, indecision, and missed deadlines. The result is that organizational performance suffers.

Excessive conflict, on the other hand, can erode organizational performance because of political infighting, dissatisfaction, lack of teamwork, and turnover. Workplace aggression and violence are manifestations of excessive conflict.

Thus, it seems that a moderate level of conflict can induce creativity and initiative, thereby raising performance. As might be expected, however, the idea as to what constitutes "moderate" will vary among managers.

Students should explain how they will manage conflict at the medical supply store.