You work as the administrative manager in charge of the operations of the medical services office that brings together over 10 specialists from different health fields. Each specialist has about 5 administrative employees who help with coding, billing, customer service, and other administrative tasks. You supervise all administrative employees. For two months you have noticed that a series of conflicts have arisen between the employees you supervise, which you must address promptly to avoid escalation. These are the conflicts that have been identified: A new position has been opened to supervise night operations and two of the employees have requested it. However, both have resorted to demonstrating that the other does not have the capabilities to rise to the position. These interpersonal differences have resulted in a tense work environment. It has been rumored that one of the medical specialists is going to retire, so it is possible that he will put the five administrative employees he has as a support group out of work. This uncertainty in the face of a possible change has brought concerns to these employees, who are anxious or even defensive. The longest-serving and most experienced employee in the office is often accused of interpreting information differently and sometimes disagrees with the way new employees work. This causes poor communication within the work group and therefore conflicts among employees in how instructions given to everyone are interpreted. Evaluate the above situation with these guiding questions: What strategies would you use to manage the interpersonal conflict that exists between the two employees who want the position of night supervisor? Justify your answer. What would you do to handle the conflict among the five employees of the retiring specialist generated by the news of the change? Justify your answer. What would you do to handle the conflict of poor communication from the employee with the most time in the office? Justify your answer. Based on the study of Glasl's conflict escalation model, reflect on the skills you must have as a manager to manage the various stages in a conflict. If any of these conflicts got out of proportion, explain how you would work a de-escalation.
You work as the administrative manager in charge of the operations of the medical services office that brings together over 10 specialists from different health fields. Each specialist has about 5 administrative employees who help with coding, billing, customer service, and other administrative tasks. You supervise all administrative employees. For two months you have noticed that a series of conflicts have arisen between the employees you supervise, which you must address promptly to avoid escalation. These are the conflicts that have been identified:
A new position has been opened to supervise night operations and two of the employees have requested it. However, both have resorted to demonstrating that the other does not have the capabilities to rise to the position. These interpersonal differences have resulted in a tense work environment.
It has been rumored that one of the medical specialists is going to retire, so it is possible that he will put the five administrative employees he has as a support group out of work. This uncertainty in the face of a possible change has brought concerns to these employees, who are anxious or even defensive.
The longest-serving and most experienced employee in the office is often accused of interpreting information differently and sometimes disagrees with the way new employees work. This causes poor communication within the work group and therefore conflicts among employees in how instructions given to everyone are interpreted.
Evaluate the above situation with these guiding questions:
What strategies would you use to manage the interpersonal conflict that exists between the two employees who want the position of night supervisor? Justify your answer.
What would you do to handle the conflict among the five employees of the retiring specialist generated by the news of the change? Justify your answer.
What would you do to handle the conflict of poor communication from the employee with the most time in the office? Justify your answer.
Based on the study of Glasl's conflict escalation model, reflect on the skills you must have as a manager to manage the various stages in a conflict.
If any of these conflicts got out of proportion, explain how you would work a de-escalation.
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