As this chapter talks about among other things dispute resolution, one of the ta

Question

As this chapter talks about among other things dispute resolution, one of the tasks you may have to do at any organization is to mediate disputes and resolve conflicts. One of the primary values of this activity is to generate discussion on conflict styles and the possible impact each style might have on how people address conflict situations.

So the purpose of this activity is that it is a self-assessment that allows participants to identify their own preferred conflict styles. You can also use it possibly during the selection process at your organization.

1. Click on the link below to download the assessment, take it, and upload it back to this discussion board.

2. After completing the assessment, answer the following questions on the discussion board:

Do you agree with the results of the assessment?

Were there any surprises in the results?

Do the results help explain how things have gone in different conflict situations you have encountered?

Explanation / Answer

This is an incident in my organisation where there was a dispute between the customer nad the organisation. As the organisation in which I work is a service oriented organisation, this dispute was between a customer and the organsiation.The customer had walked into a company operated store for a service but could not receive the expected resolution as there was limited staff at that time and they could not help the customer clarify the issue and resolve it. Thus, the customer was irated and sued the organisation for not providing proper service which lead to a monetary loss to the customer. As the staff involved in te discussion was a company employee, the company had taken up the case and tried to reach the customer through several means.

SInce the customer was not interested to come to any settlement with the company, the organisation approached the mediator to resolve the issue. In the mediation process, the customer demanded a huge sum of money as compensation to which the organisation tried to reduce the amount and at the end a sum of money which was agreeable by both parties was settled and the case was taken back by the customer. Inr esponse, the company had to pay him the settlement amount that was agreed upon.

This type of resolution was chosen by the organisation because they were keen on closing the issue as early as possible as the customer had already approached the media and other modes for displaying his displeasure with the company. In order to save their reputation from being degraded, the company chose to close the issue outside the court and resolve the issue of the customer.

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