By Dinkin, Steven; Filner, Barbara; Maxwell, Lisa
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Extra resources for The Exchange : A Bold and Proven Approach to Resolving Workplace Conflict
We’ll watch as managers handle them, one step at a time, using The Exchange, and you’ll see how The Exchange can save you time, money and stress. CONFLICT #1: THE SPACE RACE Two programmers on the same work team, Trisha and Vivian, have adjacent cubicles at Quality Plus, a large technology consulting firm. Both are in their mid-thirties; both are quite confident about their abilities. Trisha works quietly, without talking much to others. Vivian is much more social. A frequent project leader, Vivian is known for her creative approaches.
Employees are beginning to form camps in favor of Mike and Simon. Brad, their manager, realizes that his own career in the company will suffer if the dispute is not settled quickly. On Friday morning he stops by Mike’s and Simon’s offices and schedules private meetings for Monday and a joint session for Wednesday morning. 4 Holding Private Meetings Any time we can’t solve it, we have to manage it, until we can start to solve it again. —Tony Blair, former British prime minister Stage I of The Exchange, the private meetings with each employee, is where you get to find out what the conflict is really about from the perspectives of the key people involved.
Ginger pauses here, so you turn to Frank and ask: What points did you hear Ginger make, Frank? Frank, who has been taking notes, looks down at the legal pad in his lap and says, in a perfunctory way: She said that she is stressed; that she thinks I don’t treat her with respect; that she worked hard to become the head salesperson; and that she doesn’t like the way I treat her. You note that Frank and Ginger have taken the first step to building greater understanding. You ask Ginger: Ginger, is that what you wanted Frank to hear?