Conflict Resolution Case Study
Looking for Picture Perfect Employees
The Situation:
James had been a manager at XYZ Photo Shop for 4 years. The training
program focused mostly on running the cash register, operating machinery
and proper procedures for opening and closing the store.
James’ management style was to create a comfortable environment for
employees. Aside from the basic expectations, there were only two real
sticking points for James; he demanded punctuality and forbid employee to sit
down in an area where customers were shopping. James and his crew took
great pride in the meticulous look of the store. They believed the customer
experience was based on how intuitively customers could find what they
wanted with the digitals grouped together by megapixel size, camera cases
ordered by color and material, and film all orderly arranged by shutter speed
and brand.
Alison was recent hire whom all of the customers loved for her deep
knowledge of photography and willingness to coach customers on new and
creative techniques. She had started to come in 5-10 minutes late on a
consistent basis. James had been gently reminding her of the need for
punctuality on a nearly daily basis for a week now. Every day she came up
with a different excuse and promised to get better about it.
After Alison had been there for about two months she started sitting while she
took new photos from the picture finishing unit. The first time James noticed
this he mentioned it immediately, telling her, “Alison, we don’t sit down while
we’re on the clock, especially where the customers can see you so easily.” To
which Alison replied “I have to walk two miles just to get here from my
apartment. Give me a break, OK?”
James walked away stunned and not sure of what to say and Alison was still
sitting down.
The Challenge:
James’ management and personality style are at odds with his leadership
challenge. He has a good employee and dislikes the thought of going through
the bother of hiring and training someone who is entirely unlikely to match
Alison’s technical and people skills. However, he can’t simply allow each
employee to operate under their own set of rules. In addition, James feels as
though Alison’s curt response was a direct insult to him and the way he
prefers to manage.
The Solution Lies Within:
How would personality style recognition help this situation?
What can James do to create a win/win situation?
Where does Alison need to “flex” to appease her boss and keep her job?
What can both James and Alison do to avoid similar clashes in the future?