It is certain that one will be caught in an interpersonal
conflict situation, especially in the workplace, where corporation and
communication are daily essentials to sustain a long term harmonious relationship
between colleagues of different personalities. One common interpersonal conflict
situation would be the misinterpretation of unintentional confrontation that
could severely jeopardize effective teamwork and relationships between
colleagues by creating hostility and discontentment.
Interpersonal conflict situation:
People involved: Team leader John, team
members Lisa and others
Context: Team is currently working on a
project which is due in 3 days. John
needs the market analysis report from Lisa to strategize actions to take for
the marketing campaign then present the plans to the Manager. However, it has
been a week past the agreed date in which Lisa should submit the report to
John. Lisa has asked John for an extension of deadline twice prior the previous
2 agreed date, citing vague personal issues. Upon receiving the 3rd
email request for further extension of deadline, John lost it and went straight
to Lisa’s desk to confront her loudly in front of other colleagues present.
The confrontation: John shouted at Lisa while pointing at her, to
reprimand her lack of responsibility and to blame her for the slow progress of
the project. Upon pleads of Lisa to hear her out, John stood really close to
Lisa to challenge her to contest his authority as a team leader for reproaching
her.
Main Problem:
In Lisa’s shoes:
Lisa was troubled with family issues at home and was
constantly thinking about her problems while trying to delay report submission
with vague excuses.
Problem:
Lisa allowed her emotions from home to affect her work performance
and ability to submit her report in time.
Solutions:
Lisa should practice effective emotional intelligence
through self- awareness and self-regulation by understanding her emotions and
not let it affect her work.
Question:
What
else can Lisa do to prevent such confrontation?
In John’s shoes:
1.
As John was unnerved by the urgency of Lisa’s
report as the project due date was nearing, he lost his temper upon receiving
Lisa’s request for deadline extension and made an impulsive confrontation
towards Lisa.
2.
John wanted Lisa to take responsibility in her
work and stop delaying the report submission, thus the disrespectful confrontation.
John hadn’t thought of the consequences that his actions would bring.
Problem:
1.
John was overwhelmed with anger and he lets his
anger took over his rationality.
2.
John was not aware that his non-verbal confrontation
has distorted his intended message to Lisa and humiliated her in front of other
colleagues by being so disrespectful.
Solutions:
1.
John should practice effective emotional
intelligence through self- awareness and self-regulation by understanding and
controlling his emotions and not let his anger cloud his professional judgement,
ruining his relationship with Lisa.
2.
John should be aware of the important of
non-verbal communication as 70% of communication is communicated through
paralanguage. His shouting and finger pointing showed great disrespect. His
intrusion of Lisa’s physical space made Lisa uncomfortable.
3.
John should cool himself down and ask Lisa into
his office to understand why she was not able to produce her report in time and
work together to finish the project in time.
