Page 60 - DMGT519_Conflict Management and Negotiation Skills

Conflict Management and Negotiation Skills

Notes
and a wanton one at that, she resisted reporting the incident. Instead, Laura and Tim
engaged in an implicit negotiation over their reputation and standing within the
professional realm of the office. Although Laura was at a disadvantage from the context of
a male hegemonic society, she did possess the power of knowledge that could tarnish
Tim's reputation as well. Yet this knowledge was a two-edged sword, striking a blow to
the integrity and credibility of both.
Laura's dilemma is a common one, as illustrated by Rowe's characteristics of harassed
people seeking help from Ombudsman. Rowe reports that most people in this situation
fear the negative consequences of reporting harassment taking the form of not only of
retaliation, but also from "silent rejection or disapproval by co-workers and family, and
the loss of goodwill from employers" (1990, p. 164). Reporters of harassment also fear a
loss of privacy that a public complaint will bring. Most importantly, reporters believe
that they lack the sufficient evidence of the offensive behavior, which places them in the
untenable position of "his word against mine" (Rowe, 1990. p. 165). And lastly, most
reporters "say they do not wish to go to a third party, but feel they lack the skills they need
to change the situation effectively" (Rowe, 1990. p. 165). In light of Bowen's family systems
theory, these characteristics all add up to an anxious work environment, which impedes
functioning of the work group.

Anxiety creates a reactive atmosphere that stifles creative problem-solving. People are so
caught up in the emotion of the situation that calm and rational thinking is impossible,
both within an individual and within an organization. Obviously, this affects work
performance. This individual and collective impact of anxiety makes identification of
stakeholders in Laura and Tim's conflict an easy process. Besides Laura and Tim, the other
employees of the division have a stake in the outcome due to the anxiety level in the office
affecting their performance. The Director also has a stake in the conflict for the same
reason. Not to be overlooked, the Ombudsman also is a stakeholder because her job in
part is to help maintain harmonious, productive relationships in the workplace.
The first step toward finding a resolution of the conflict is to discover what Laura truly
wants. She could choose to pursue the matter through a rights-based mechanism to seek
redress for sexual harassment. Costantino and Merchant define rights-based methods as
"grounded in fixed rules or principles: they impose a determination based on entitlements,
merits, credibility, and positions" (1996, p. 45). Or she could choose to pursue the matter
through an interest-based mechanism to address her wish that Tim stop his apologizing
and leave her alone. In interest-based methods, parties identify their interests and concerns
to arrive at a mutually acceptable agreement (Costantino and Merchant, 1996. p. 45).
It is unlikely that the rights-based approach of a lawsuit would serve any useful purpose.
For one thing, Tim's sexual advance in the cab may not fit the legal description of sexual
harassment. Displaying uncouth and crass behavior does not necessarily translate into
harassment as written in law. Furthermore, Laura did not experience retaliation for refusing
Tim's sexual overture; in fact, she received apologies. Tim's legal counsel would certainly
depict Laura as a paranoid schizophrenic for taking offense at Tim trying to make amends.
Besides courtroom drama, a rights-based decision may not solve the problem. Laura still
may not feel good about herself. Tim may not either. They may continue to carry around
anxiety, or even experience an increase in anxiety within themselves.
An interest-based approach is better suited to the conflict between Tim and Laura because
focusing on interests can help them better understand each other. The Ombudsman can
help bring about greater understanding through listening, facilitation of dialogue between
Laura and Tim, problem-solving, and mediating the conflict. These interest-based

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