University Case Study: Marcos and Jim Conflict Resolution Analysis

This case study examines an interpersonal conflict between Marcos, a senior accounts manager, and his boss, Jim. The conflict stems from perceived favoritism, differing work approaches, and a lack of appreciation. Marcos feels undervalued and believes Jim favors other managers, while Jim is frustrated by Marcos's perceived insubordination. The analysis applies conflict resolution principles, identifying Marcos's need for recognition and Jim's need for adherence to instructions. The solution proposes that Jim should engage in open communication, treat all managers equally, and clarify expectations. Marcos is advised to articulate his challenges, maintain a professional demeanor, and collaborate with colleagues. This case study provides a practical framework for understanding and resolving workplace conflicts, emphasizing the importance of communication, fairness, and mutual respect in leadership.

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A
The conflict that is present between Marcos the senior accounts manager and his boss Jim
can be described as an interpersonal conflict. This is a type of conflict that is normally witnessed
between individuals who are working in the same organization. The two individuals do not seem
to be walking in the same path as evidenced by Marcos accusations that he is not liked by his
boss. There is the issue of favorism towards other senior managers and this seems to have
worsened the relationship between the two. Jim feels that Marcos does only what he wants and
not what he is instructed to do and this results in a form of conflict (Wallensteen,2018.).
B
The resolution conflict map gives a guideline that is critical in the process of resolving
conflict. The map requires the conflicting parties to assess the options that are available and
negotiate on them. They will then come to a common agreement. Based on this, Marcos needs
can be identified as more of him wanting to be appreciated. He feels that his boss foes not
appreciate the work that he is doing as compared to other managers and thus he believes that he
is not liked. On the other hand, Jim feels that Marcos is not respectful as he does not do whatever
he instructs him to do but rather carry out his own agenda. This has led him to appreciate more
the other managers who listen to him.
C
Jim could ensure that he comes up with a good response in order to eliminate the conflict
that is there. This may include offering to create more time with, Marcos in order to understand
the challenges that he goes through in the fulfillment of his work. This will boost the morale of
Marcos as he will feel that he has the confidence of his boss. Also, it is important that he makes

sure that he treats all senior accounts manager equally in order to remove any suspicions of
favourism. He will need to make Marcos understand that he does not dislike him but is only
trying to make sure that the company objectives in terms of budgets are met ( Jeong,2018).
D
Marcos should ensure that he comes up with the list of issues that are giving him
challenges in the undertaking of his work and which are contributing to him not meeting the set
targets. He should be able to outline this to his boss without any emotions in order for him to
understand well. Marcos should also ensure that he does not show any attitude or tempers
towards his boss but rather be a person who is willing to listen and follow instructions. This will
ensure that he will be able to calm down his boss and together they will reason out on the issues
that they are facing. Marcos should also be able to engage the other senior accounts managers in
order for the boss to see that they can continue working together for the betterment of the
company.

References
Jeong, H.W. ed., 2018. Conflict resolution: dynamics, process and structure. Routledge.
Wallensteen, P., 2018. Understanding conflict resolution. SAGE Publications Limited.