一In this case, Mr. Stan, as the new Chief of Staff, want ED staff to wear uniform to improve the patient satisfaction. But ED staff refused to accept this proposal and they give pressure to CEO and finally make them reconsider the proposal. And the key symptom also include that Mark use the relationship to Mr. Mansion to against the decision of the company. []
[]The conflict looks strange because they all have their own reasons, but we could use theories to discuss and understand the case.
[]According to the conflict theory, the main sources of conflict in this case include: 1. Different attitudes, values, or perceptions; 2. Disagreements about needs, goals, priorities, and interests; 3. Poor communication.
1)Mr. Stan wanted to conduct the proposal strictly. But the staff took the clothes changing very seriously and they think the clothes should be casual. When they were told to wear uniform, they took it as an offensiveness to their freedom of wearing clothes. So they have different attitudes and perceptions to the proposal.
2)ED staff are overworked and their tempers become bad. They care more about their working condition improvement at this time. So it is unacceptable for them to scarify themselves more and they will feel worse about it. However, as Chief of Staff, Mr. Stan focus on the problem of the hospital and want to improve the patient satisfaction to the hospital and make a quick change. Their attentions are different and all ignore the demands of each other. So they have disagreements about needs, goals, priorities and interests.
3)Mr. Stan only talked to Director of Nursing and Joe Stat with respect to the proposal. But this proposal is applying to all staff of Emergency Department. So, there is lack of communication between leader and employees. Because of this, Stan didn’t realize many concerns and opinions of staff and staff also couldn’t understand the meaning of proposal well. This also result in the lack of possible solution appearing and failure of preventing the conflict.
[]According to the equity theory, negative equity includes unpleasant working conditions, a monotonous job and close controlling supervision. So the overworked staff of ED are not willing to accept the controlling proposal which could make them feel their job more monotonous. And the more important is that the proposal is only to ED, which makes them feel unfairly treated and reduces job satisfaction. So they have opposite attitude against the leader. And this inequity is poorly-motivated for staff to accept the proposal.
[]Besides, Mark is a key role in the case because he is the first to stand against the leader’s decision. But what make him so radical is due to the relationship with Mr. Mansion, Chairman of the Board, that could actually influence those leaders.
二In the case, major role According to Schwartz basic values, The Big Five personality model and The Dark Triad: 图
Comment:
CEO-Carla: Carla suggested Stan to talk to some employees about the proposal. After the conflict appeared, she was worried about her position, but still could stay calm and try to solve the problem.
[]Stan: As the new chief of staff, he eagerly wanted to make some change to the hospital. But the lack of awareness, communication and understanding to employee’s feeling and needs made his proposal become the source of conflict. And when problem happened, he should reconsider the behavior and find the cause of the problem instead of keeping assertive and complaining.
[]Joe: His standpoint changes easily. As the director of ED, he should act as people-oriented role (Belbin Team Roles) to smooth over the conflicts and help parties understand one another without becoming confrontational.
[]Mark: He is perceiving and has own view to the proposal, like considering working condition, worker’s feeling and equity issue. But he focuses on himself too much instead of considering the organization. And he likes to persuade others as an agitator. Besides, he shows Machiavellianism that use other power to get the preferred result.
[]Other Staff in ED: They are the key role to the proposal. They pay attention to their working experience. But they are agreeable and maybe follow others blindly. As the employee, they lack feedback and thinking for the hospital and raising possible strike is irresponsible to the society.
[]Mansion: He is also the key role because his power can influence the whole hospital. In the case, he put stress to the CEO without understanding the issue in detail. This is lack of conscientiousness and as a leader, it is a danger to use power following personal relationship.
三Key interpersonal interactions: 1. Stan talked with CEO about his concerns and related proposal, also he got the support from CEO. 2. After being told the proposal, Mark complained it and persuader Joe stand with him, and they are going to let other stuff act with them. 3. Mark use the personal relationship with Mr. Mansion to give pressure to the CEO. These interpersonal interactions all have a great impact.