Case Study 13
Case Study 13.1
1.) The main source of the conflict is the growing divide between the manual laborers (the Wrench’s) and the sales staff and accounting (the Suits). The way they are communicating seems to also be an issue, from the insults being directed at Jose and also the way Jose and likely the Suits communicate with the other employees. From the book I would categorize this as a mix of values conflict and negotiation of self’s conflict with the labels and also the way they see the importance of the customer.
2.) Barry is definitely not the right person to resolve this conflict as he obviously is going to be closer and more empathetic with his sales staff and the “Suits”. They need to go higher up to the Dealership manager or possibly the dealership owner.
3.) If I were Jose I would certainly talk to my next level manager but I would certainly recommend that we take the issue to someone higher up that is in a more neutral position. If Barry ignored my request I would go around him and talk to his manager or the owner if necessary. I think the best thing would be to have an all hands meeting where people can openly discuss the issues and communicate in a safe environment. I thin team building activities where people are forced to work with co-workers outside of their comfortable group. I think Jose can certainly do his part to talk to his co-workers and try to make them more empathetic and he could certainly lead the charge to open the communication.
1.) The main source of the conflict is the growing divide between the manual laborers (the Wrench’s) and the sales staff and accounting (the Suits). The way they are communicating seems to also be an issue, from the insults being directed at Jose and also the way Jose and likely the Suits communicate with the other employees. From the book I would categorize this as a mix of values conflict and negotiation of self’s conflict with the labels and also the way they see the importance of the customer.
2.) Barry is definitely not the right person to resolve this conflict as he obviously is going to be closer and more empathetic with his sales staff and the “Suits”. They need to go higher up to the Dealership manager or possibly the dealership owner.
3.) If I were Jose I would certainly talk to my next level manager but I would certainly recommend that we take the issue to someone higher up that is in a more neutral position. If Barry ignored my request I would go around him and talk to his manager or the owner if necessary. I think the best thing would be to have an all hands meeting where people can openly discuss the issues and communicate in a safe environment. I thin team building activities where people are forced to work with co-workers outside of their comfortable group. I think Jose can certainly do his part to talk to his co-workers and try to make them more empathetic and he could certainly lead the charge to open the communication.