If I were a Technology Support Manger in a midsize company, I would have to make sure,
the department I was managing was productive, and that all employees were content with
working conditions. Also, making sure employees are content and producing quality
work is essential for client satisfaction. So, if there is an employee that is being disruptive and
creating a hostile environment, in my department. I would have to resolve the conflict by
setting up a meeting or confronting the employee in private.
In addition, it is very important to use specific strategies to facilitate the meeting process.
For example, I would practice imagined interaction, “which is a form of intrapersonal
communication in which you think about what you might say and another might say in response
to you in a particular conversation”(Abigail, 2007, Pg 98). In other words imagined interaction is
a way to rehearse and prepare for a face to face meeting. Another option is to practice self talk,
which can be done in a silent manner or out loud. “This process is the stop and think portion of
the S-TLC model” (Abigail, 2007, Pg 98). I can use this strategy to talk myself into
meeting with the employee.
The next step is to start the initiation phase in other words to begin the meeting or the
interpersonal confrontation. This process is the listen and communicate portion of the STLC
model. For example, I can state the problem and communicate the message tactfully, and I can
listen to the employee’s point of view. Hearing the employee’s point of view is necessary, to
make sure there are no misunderstandings.
The final step is the resolution phase, “Outcome occurs when those involved agree to some
outcome to the conflict” (Abigail, 2007, Pg 161). The resolution in this case is to deliver the bad
news in an ethical manner. For example, I would deliver a specific message, I could tell the
employee this type of behavior is not permitted, and then, I would issue the employee a written
warning. Nevertheless, a successful resolution “does not stop with an understanding, agreement,
or resolution; it ends only after a successful performance over time” (Abigail, 2007, Pg 104).
So, to successfully resolve the conflict, I must hold a future meeting and re-evaluate the
employees conduct and work performance.
References
Abigail, A. R., & Cahn, D. D.(2007).Managing Conflict Through Communication. Third
Edition. Boston: Bedford/St. Martin’s.
