Analysis of Workplace Conflict and Resolution Strategies

This assignment analyzes a workplace conflict between Marco and Jim, exploring the five levels of conflict, from discomfort to tension. It presents a concept map outlining the issues, needs, and concerns of both parties. The solution provides constructive responses Jim can make to Marco, emphasizing empathy and clear expectations. It also suggests positive actions Marco can take, such as improving communication and addressing concerns about product quality and invoicing. The assignment references various sources to support the analysis and recommendations, providing a comprehensive understanding of conflict resolution in a professional setting.

PROFESSIONAL PRACTICE
STUDENT ID:
[Pick the date]

Question 1
In a workplace, there are potentially five levels of conflict. The conflict between Marco and
Jim is currently at level 4 which corresponds to tension (Tremolada, 2015). The first level of
conflict i.e. discomfort took place when Jim (Marco’s boss) is not satisfied by the
performance of Marco and decides to call him for a meeting. The second level of conflict i.e.
incidents occurred when the two had meeting. Jim expressed displeasure with Marco’s
performance while Marco complained about the product quality. The third level of conflict
i.e. misunderstanding has happened since Jim views Marco as a non-performer while making
lame excuses. On the other hand, Marco accuses Jim of favouritism towards other members
of the sales team. Finally, the fourth level of conflict i.e. tension has arisen when both of
them decided to walk away from the meeting and convene next day (Cassidy, 2015).
Question 2
The concept map basic diagram is shown below.

Issue
Marco has been unable to accomplish the monthly targets. Marco has provided goods worth $
250,000 to one subcontractor without invoicing. Further, the relationship between Jim and
Marco lacks compatibility.
Needs (Marco)
More time is required to build contacts and also there is expectation from the company to
improve product quality.
Concerns (Marco)
As per Marco, some products by the company do not confirm with the commercial standards
owing to which these cannot be pitched to the large clients. Marco is also concerned about
Jim’s alleged favouritism towards other staff members.
Needs (Jim)
He wants to give top priority to Galcore sales and want to achieve the sales budgets send by
the State Manager.
Concerns (Jim)
There have been no concerns about the product quality from other salesperson while Marco is
raising these. Marco believes that he is being unfairly treated and also does not focus on
Galcore sales. Marco has provided goods worth $ 250,000 to one subcontractor without
invoicing.
Question 3
The constructive responses that Jim can make to Marco are summarised below (Churchman,
2017).
 I appreciate the hard work you have put for me and the team. I understand that one of
the reasons that you have not managed to reach your sales goal is on account of lesser
contacts for which you require more time. However, the other concerns regarding
product standard and personal disliking for Galcore are not valid reasons for you not
reaching your target.

 I hope that you can reach out to me at a mutually convenient time to discuss your
concerns regarding work. I would also encourage you to share your experiences and
concerns with other team members which would boost teamwork and enable you to
reach your goals. Also, I would want you to provide a written explanation by this
weekend about the failure to invoice the subcontractor.
Question 4
For Marco to respond in a positive manner, the key requirement is that the negative emotions
need to be replaced with positive thoughts. Also, Marco needs to send the invoice to the
subcontractor with regards to the $ 250,000 payment so that the same can be received by the
company in a timely manner. Further, Marco must understand that concerns regarding
product standards are unfounded and thereby attempts should be made to sell these
(especially Galcore) to large clients. Finally, for improving the relationship with Jim, Marco
needs to constantly maintain in touch with Jim and share his thoughts, experiences, concerns
and feedback on a regular basis (Tankersley, 2016).

References
Cassidy, K.A. (2015), Identifying the 5 Levels of Conflict in the Workplace, Skills Junction,
[Online] Available at
<http://skilljunction.com.au/identifying-the-5-levels-of-conflict-in-the-workplace/>
Churchman, D. (2017), Professional Practices II for University of Adelaide, 1st edn, [Online]
Available at
<https://www.cengagebrain.com.au/shop/en/AU/storefront/australia?
cmd=catProductDetail&_criteria=singleProductSearch&searchTerm=9780170387514&Fancy
Url=https%3A%2F%2Fwww.cengagebrain.com.au%3A443%2Fshop%2Fsearch
%2F9780170387514&productID=89130722417435058737128471671722967&fieldValue=9
780170387514&messageType=catProductDetail>
Tankersley ， K. (2016), Chapter 1. Constructed Response: Connecting Performance and
Assessment, ASCD Learn Teach Lead, [Online] Available at ,
<http://www.ascd.org/publications/books/107022/chapters/Constructed-Response@-
Connecting-Performance-and-Assessment.aspx>
Tremolada, G. (2015), Understanding 5 Levels of conflict, Frontline Management Experts,
[Online] Available at
<https://frontlinemanagementexperts.wordpress.com/2015/05/29/understanding-5-levels-of-
conflict/>