Conflict Resolution in Management: Role Play Analysis and Strategies

This assignment analyzes three role-play scenarios focusing on conflict resolution techniques and the communication skills required for effective management. The first role play addresses a customer complaint arising from a company policy change, emphasizing the use of compromising as a conflict resolution strategy. It highlights the importance of active listening, empathy, and clear communication. The second scenario involves a conflict between management and employees over denied time-off requests, advocating for collaboration as the optimal solution. Skills like assertive listening, empathy, and open-mindedness are crucial in this scenario. The third role play addresses a situation involving unruly customers in a bar, where the competing strategy is deemed necessary to ensure safety and prevent escalation. The assignment emphasizes the importance of quick action, effective communication, and knowledge of company policies in managing these conflicts. The analysis explores the impact of each conflict, the available options, and the rationale behind the chosen conflict resolution techniques, providing a comprehensive overview of conflict management strategies in various business settings. This document is contributed by a student to be published on the website Desklib, a platform which provides all the necessary AI based study tools for students.

Role play 1
1. The appropriate conflict resolution technique is compromising and the communication skills
required to resolve the customer complaints are Listening properly, empathy, clarity,
friendliness and confidence.
2. Skills Required: Resolution, listening, clear communication and having a strategy
Knowledge Required: Should posses knowledge about the policy of the company and also
should posses knowledge of consumer law.
3. A company recently changes their policies of refunding the customers and lowered the
refunds value from 100$ to 50$ a month ago. This gave the rise to the conflicts between the
customers and the company as customers who bought the products above 50$ would be
able to get refund from the company if there is any fault in the product. Impact of the
conflict would that it would lead a customer’s dissatisfaction.
4. As a manger i would manage the conflict by addressing the customers complaints in a better
way and make them understand about what new policies of the company is about and how
it will benefit the customers.
5. The solution to the conflict is compromising at the both ends, it will provide win-win
situation for the company and to the customers.
6. The impact the conflict will be bad for the organization, it will result in loss of the customers
and decrease in the profitability of the company.
7. The options available are ignoring and compromising, out of these two compromising will
provide a better way to address the conflict.
Role play 2
1. Appropriate conflict resolution technique would be collaboration and communication skills
required are Empathy, listening carefully, open mindedness.
2. Skills: Assertive listening, empathy, managing, Clarity and understanding others.
Knowledge: Should posses the knowledge of complete issue that took place between the
management and the employees of the organization also should posses the knowledge of
employment laws.
3. A conflict arose between the management and employees, as employees were upset
because their request of two days off was turned down by the management. The reason of
turning down the request was busy schedule within the organization. The impact of the
conflict would be really bad for the organization even warned the company of resigning from
the company.
4. As a team leader my responsibility is to motivate the employees from not resigning from the
company and even request the management for making possible change in the roster. I
would suggest for the collaborative solution to the company as both the parties will be
benefited.
5. Solution for the conflict is adopt a collaborative strategy as it will bring win-win situation for
the both parties involved in the conflict. My responsibility as a tea, leader will to act as to
persuade both the parties for the better solution to the problem.

6. The impact of this conflict would be really bad for the organization and even the employees
warned the organization resigning from the organization which has a negative impact on the
reputation of the organization and to its legal liability.
7. The options available are avoiding and collaboration but the feasible option is collaboration
which will bring a win-win situation for both the parties.
Role play 3
1. Appropriate conflict resolution technique for this type of conflict is competing and
communication skills required are effective verbal communication and strong intra-personal
skills.
2. Skills: Quick action, patience, effective strategy.
Knowledge: Should posses the knowledge of how to deal with such type of customers and
also should posses the knowledge of company policies.
3. Potential for the conflict would be violence by the customers. Swift and tactful action would
be refusing of serve them and if the customers will understand i would call security to force
them to leave the premises which will prevent the escalation.
4. A situation where the customers safety or colleagues would be threatened when the
customers use violence and abusive language in the bar.
5. A customers approached at the bar and was enjoined by other two customers and they
became boisterous, making loud noises and appeared to have uncoordinated movements
which resulted to the rise of the conflict.
6. As a manager i would request the customers to leave the premise if they will not understand
then i would call security staff which will force them to leave the premises.
7. A solution to this situation would be using of competing strategy because i would use my
power to force the customers to leave the premises and it would be my responsibility that
no one gets hurt due to the conflict as the customers were heavily drunk.
8. Impact of the conflict would be good for the reputation of the of the business and legal
liability as it would be the matter of security of other customers and colleagues present in a
bar.
9. Options available are avoiding the situation and competing, but for the purpose of security
for customer and prevent an further conflict i would use the competing strategy to deal with
the situation.