Tina Tumultuous tends to argue with customers when they complain about faulty pr

Question

Tina Tumultuous tends to argue with customers when they complain about faulty products, want a refund, or do not adhere to More Power’s refund and return policies. In the past, Joe Newcomer has issued written warnings for repeated instances of rudeness and unprofessional conduct. Although Joe has been patient, his tolerance gave out when he overheard an incident in which Tina was rude and made an ethnically insensitive comment to a Latino customer, Maria. Therefore, he issued a three-day suspension to Tina. On her first day back from the suspension, Tina requested to meet with Joe. She immediately became argumentative and demanded the removal of the three-day suspension from her record. She also threatened to file a discrimination suit if Joe refused. She claimed that the discipline was unfair because she had observed other employees who were not disciplined after they were rude with customers. She was clearly upset and at one point resorted to tears. She said she was dealing with some stressful family situations but did not elaborate. Tina seemed to know all the right buttons to push. Joe resented her challenge to his authority, her claim that he was discriminating, and her attempt to manipulate him through emotions. He responded curtly that he did not have to entertain her allegations of discrimination and that the discipline was just and would not be reconsidered. He said Tina was lucky to have a job and the best thing she could do was leave his office and get back to work. Tina was shaken. As she left Joe’s office, she said, “Well, I’ve got to do what I’ve got to do.” Joe was angry. Tina was so combative and, as much as he considered himself a calm, rational person, all Joe could do was respond in a similar combative manner. It led nowhere. Joe reflected that there had been a time when he and Tina worked well together. She had been a conscientious employee, and Joe had been a supportive boss. Questions. 1. What are the natural tendencies that Joe and Tina exhibited in handling their conflict? 2. Power, rights, and interests; to what extent are these tendencies power based? To what extent are they rights based? Provide your logic 3. What could Joe have done differently if he truly desired a cooperative relationship with Tina? Share your thoughts.

Explanation / Answer

Joe and Tina exhibited natural tendencies of confrontation and argumentation based on their own justifications of right and wrong. This is a usual tendency that people exhibit when faced in a situation of conflict.

These tendencies are based on rights and interests from Tina’s perspective and power based from Joe’s perspective. Tina was reacting passionately in order to protect her reputation and job interests. She was exercising her right to express her disagreement to disciplinary action taken by Joe. Joe, on the other hand, was not conceding, because of being in a position of power. It was his responsibility to exercise power to correct the behavioral issues and discipline his staff.

Joe could have been more patient and less authoritative. He was in a position of power, and that was also to some extent the reason for a strong and passionate reaction from Tina. Joe could have been more subtle yet assertive. He could have remained emotionally neutral and explained to her about the far reaching and adverse consequences of a bad behavior on the business, goodwill and her own personality and job prospects in the long run. This kind of counseling approach to conflict resolution would have been more effective in driving home the point, rather than an outright combative confrontation that Joe chose to adopt.

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