Class Assignment on Conflict Resolution

     The assignment was to review a case study and come up with some conflict resolution techniques. 

     It is time for Jane Doe’s annual review.  These meetings can be short and to the point, but this employee has been working below standards and I have received complaints from customers and staff regarding her unprofessional manner on the phone.  Plus she seems argue with her co-workers until they concede that she is right and they were wrong.  I have also noticed the other support staff does not go into the break room when she is in it. 

      I will be delivering the bad news that she either improve or will be let go.  Since she is a person that is clearly not afraid to speak her mind I need to acknowledge the potential for a conflict and prepare accordingly.  I need to have in writing the company’s productivity standards, job completion log and the customer emails outlining their complaints.  I do not plan on dumping this information on her the minute she walks in the door but if she has trouble comprehending why her performance is seen as below standard I can present the documentation. 

        The meeting has two possibilities.  It can either be a session where we work together to find ways of improving her skills or it can degenerate into an unresolved conflict where the meeting becomes the legal requirement prior to terminating her employment.  I would prefer the meeting be one where Jane perceives her short comings and is willing to actively correct them.

       A second way I can prepare for this meeting is by considering Jane’s point of view.  Upon receiving the bad news I should not be surprised if her initial reactions are anxiety, anger or acting defensively.  Her defensive reaction could be due to one of three possibilities:

   1) She realizes she is doing poorly and sees no solution to correct the problem.

   2) She does not perceive her work performance as being below standard 

   3) She accepts there have been problems but “they are not her fault”

    

       The first scenario could be addressed with a collaboration style solution.  Since she recognizes and accepts there is a problem we can both work towards a solution together.  According to Shockley-Zalabak the collaboration style “is the most difficult of all styles to use for strategic objectives and tactical behaviors” (2009, p 308).

       The other two scenarios share the problem of Jane accepting her faults.  Since we will not be starting off eye to eye I will need to engage in communication tactics that can reduce friction and keep our discussion on topic.  Three of the tactics are:

1)Describe what can be gained and lost by both parties not agreeing.

2)Reduce the issues in smaller more manageable concerns

3)Express concern for both the facts and feelings.

    (Shockley-Zabalak, 2009, p 311). 

      Lastly, going into the meeting I will need to remind myself this is not a case of me being right and her being wrong and me needing to defend my position.  It is a case of these are the facts and what should our actions be going forward.  There is a possibility we may not find a common ground.  In that case I need to accept that and not take our inability to agree personally. 

Shockley-Zalabak, P. S. (2009) Fundamentals of Organizational Communication.  Boston: Pearson Education. 

That ten letter dirty word …….technology

       Technology can be a sore point for an othersider.  On the one hand we are not expected to know or understand a lot of it.  And on the other hand when the younger generation does talk techie it often sounds like they are speaking another language.  Not all technological advances have equal value.  Some are great, others I can live without.  As part of my communication class assignment I will run through a few of my favorites.

     Email is great, both at work and at home.  An Email is delivered almost instantly to one person or a group.  It is a great way to share information and is also an excellent tool if you need to document correspondence for future reference.  At work it allows me to respond to a customer on my time.  This may sound selfish but responding on my time means I can focus just on the customer’s questions and not divide my focus which often happens with phone calls. 

     Websites are another technological development that I really appreciate.   Every company, organization or agency appears to have a website.  Websites are a way of making general information available to the public any hour of the day.  If I need to know when the next time the recycling is going to be picked up I just check the town’s website.  I do not need to spend time trying to reach someone at the town office by phone.  I feel more comfortable doing business with companies that have websites.  I can get to know them before I spend my money. 

     I am still undecided about the value of social networking sites.  I see my teenage son exchanging one liners like, ‘Hey whatcha doin?’with his friends but I do not see quality communication.  Though social networking sites give us an opportunity to stay in touch with friends and family I do not believe it is a replacement for a good long phone chat.   

      The site LinkedIn has adapted the social networking mechanism to the business world.  I have signed up in preparation for when I graduate but I am unsure as to how effective I will be able to use the tool.  Networking sites can be double edged, yes they bring people closer together but they will also increase the size of the pond we are swimming in.  Not everyone feels comfortable being contacted by a friend’s friend. 

     Vlogs or video logs are for when words are not enough.  Though I do not see myself creating a vlog any time soon I am a definite fan of YouTube.  Oh there are plenty of jackass stunts out there but YouTube is also a source of serious teachers.  I have found instructions on how to do zombie make up for Halloween, make a soufflé that will not fall, and watched a presentation on what to expect during a job interview. 

     The common thread for all these technologies is they allow people to connect either one to one or one to many regardless of geographical distance.  Technology can be a life changer or a toy it all depends on how we use it.  What is your favorite? 

What and Where is the other side of the hill

Welcome to the other side of the hill, a place where I hope you find life's pace a little slower and more enjoyable.  Everyone ends up here sooner or later.  It might be after your 40th birthday or your 50th.  It all depends on how you look at the passage of time. 

     Being on the other side of the hill is not always the downer it has been portrayed, it does have its advantages.  One - the need to prove oneself to one's family or peers has faded.  At this point in our lives we are where we are, so be it.  If I want to push to be the CEO of a company, change careers, or go back to school the decision is mine and not based on society's expectations.  
     Another benefit is I can wear whatever pleases me - the softer and plushier the better. Fashion trends can be ignored and my toe crushing high heels can be donated to Big Brother/Big Sister.  Ignoring fashion's mandates can give a person a wonderful feeling of being set free.  If you doubt it just ask a Red Hat lady. 
      Over time I hope to talk about and post links on subjects that may be important to othersiders; medicine, nutrition, exercise, aging parents, aging spouse, career changes, etc. Since I am working full time and working towards a Bachelor's in communication at Ashford University's online school I doubt I will be posting new messages more than once a week, but please stop by and add your two cents.  Think of this blog as a place you can sit back, chill out and share your other side of the hill knowledge and experiences.