Dealing With Conflict in the Work Place (Case study)

Emma and Isabella attend the front office at an urgent care facility. They have worked together
for over five years and enjoy collaborating on projects. As their manager you have asked them to
work together to create a team training on effective communication in the workplace. Emma feels
that it is important to provide hands-on learning (e.g., role play) while Isabella feels lecture would
be the most appropriate format for this team. Emma defends her point by saying that her sister
has been a teacher for 10 years, and she has proven that hands-on learning will increase the
engagement and likelihood of remembering the training material. Isabella feels that Emma does
not account for her 10 years of experience in the medical office and voices her disgust with
Emma and her lack of appreciation for her experience. Isabella storms off and leaves Emma to
finish the work. Emma approaches the manager and complains that she has been left to
complete the training because Isabella refuses to talk or work with her.
Write a paper that discusses how you would handle the situation and includes the following:
Describe the type of conflict illustrated in the scenario.
Identify strategies the manager could use to resolve the conflict between Emma and Isabella to
create a supportive climate again.
Explain how the defensive climate created by the conflict will affect the workplace relationship
between Emma and Isabella.
Discuss the impact it could have on the other clinic staff and the consumers who use the clinic.

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