Alex is a new manager of a company who is tasked to improve the efficiency of a few part-timers in the marketing department. These part-timers seem to be having a fun time and are not being serious at work, so Alex called for an urgent meeting to address this problem. When Alex met the part-timers, he didn’t even introduce himself but rather started questioning them in a harsh tone.
“Why are you guys skiving at work?!” said Alex harshly. There was a long period of silence after what he said as the part-timers had no idea how to react. After a while, Alex got impatient and started reprimanding them again.
“Are you all deaf? You all are worse than primary school kids! At least they know how to respond.“ He ranted furiously. Finally one of the part-timers named John couldn’t take the insults and started to rebuke Alex.
“It’s not true that we are skiving at work! The managers didn’t even assign any work for us to do. You have to blame the incompetence of the managers and if you continue insulting us, we will all quit this job!” John uttered. The rest of the part-timers then nodded in agreement.
Alex was really shocked and embarrassed. He reacted by postponing the meeting to the following day and walked out of the meeting room shamefully.
The main problem in this situation is that the part-timers are not efficient enough. However, I believe Alex over-reacted without getting his facts right and he should have built the right rapport with the part-timers first. I think Alex was too anxious to solve the problem and he should have exercised active listening instead of insulting the part-timers. Thus instead of focusing on a solution to the problem, Alex affixed the blame on the part-timers causing them to become defensive and start threatening to leave their job. However, John should have replied Alex in a more respectful way rather than threatening him.
I believe Alex could have better resolved the issue by using a win-win strategy. He should have first define the problem, try to hear what the part-timers have to say and empathise with them. Secondly, they should brainstorm for possible solutions and carefully weigh the costs and rewards that each solution entails. Next they can test out the solution mentally by evaluating it. In this case, the conflict could have been avoided.
How do you think Alex should have reacted to solve the problem?
Hi Yew Tong,
ReplyDeleteI agree with your suggestions on how Alex could have better resolved the issue.
I would like to add on that before Alex blamed the part-timers, he could have held a short meeting with them first. In the meeting, he could mention the department's agenda, which is to have improved efficiency.
If after the meeting, the part-timers still persist in their frivolous attitude, then he could possibly have a chat with one of the part-timers. By choosing to talk to one part-timer first, there might be lesser tension and hence an easier negotiation.
However, I personally feel that the attitude of the part-timers were unacceptable as well, especially John's. Alex might have over-reacted and came off as overbearing, but it does not give John the right to threaten Alex, especially in a workplace where Alex is holding a higher position. Instead of retorting harshly and threatening Alex, John could have apologised on behalf of the part-timers. Then he could find time to speak with Alex regarding their attitude and clarify matters. John could have acted as a mediator between the part-timers and Alex.
Ultimately, it takes two hands to clap and it is not easy to maintain a calm composure in a highly-tensed situation.
Thank you for sharing this and I look forward to more interesting blog posts from you.
Hark Hui
Dear Yew Tong,
ReplyDeleteI support the idea you proposed on how to resolve the conflict. Having a meeting discussing possible solutions to the problem and evaluating them after a test period together is a very constructive approach.
However I feel that one party is missing. Since you described that the part-timers mainly blame the management for a lack of work assigned to them, I believe it is essential that Alex also approaches the managers. In that meeting he could discuss the aims of employing part-timers and tasks that should be assigned to them.
Having been in a similar situation I am strongly convinced that it is wrong to blame the part-timers only. Of course it is their responsibility to ask for work in case they have finished their tasks. However if the managers do not assign tasks to them, what can they do besides killing time at the workspace?
Therefore it is essential to involve all parties to resolve the conflict and not to make a hasty judgement.