Apply conflict management and negotiation strategies to decision-making.

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Scenario
Recently, Johnson Consulting Company reorganized many of its departments worldwide to improve efficiency for working with customers. The leadership decided to combine its Customer Service and New Business Development Departments to allow both groups to experience working with new and existing customers. This move created one department where employees will work together to develop new customers while supporting existing customers.

However, the move created conflict between the individuals involved with the reorganization in many South American locations, particularly in Brazil. For instance, the Customer Service Representatives were only handling existing customer issues before the reorganization, but the Business Development Specialists believe they should respond to new customer inquiries. Some of the Business Development Specialists prefer not to work closely with many Customer Service

Representatives as they have demonstrated rude behavior to coworkers from time to time.
As the newly appointed manager for both of these departments, you research Brazil’s natural and cultural dimensions. Then integrate what you have learned about the country’s culture in a conflict resolution strategy for the team.

Instructions
Develop a conflict resolution strategy plan that addresses the following:

What are two different types of conflict the Brazil groups are experiencing due to the reorganization? What bargaining technique would be most useful for addressing each of the different conflict issues? Why?
What elements of a negotiation should be considered when managing conflict in this situation?
What dimensions of Brazil’s culture should be considered by management to determine the best way to address the situation with the employees in Brazil? How would resolving conflict in the U.S. differ from Brazil?
Use examples to support the understanding of concepts in a well-defined conflict resolution strategy plan.

Sample Solution

Conflict Resolution Strategy Plan for Johnson Consulting Company in Brazil

Types of Conflict:

  1. Task-Based Conflict: The first conflict arises from differing opinions on who should handle new customer inquiries. Customer Service Representatives (CSRs) believe it’s their domain, while Business Development Specialists (BDS) feel they’re better suited. This is a task-based conflict as it focuses on specific job duties.
  2. Relationship-Based Conflict: The second conflict stems from the BDS’s apprehension about working with some CSRs due to past experiences with rudeness. This is a relationship-based conflict, as it focuses on interpersonal dynamics and past interactions.

Bargaining Techniques:

  1. Win-Win Negotiation for Task-Based Conflict: To address the task-based conflict, a win-win negotiation approach would be most effective. This approach focuses on finding solutions that benefit both parties. We can:
  • Jointly define roles and responsibilities: Hold a collaborative workshop where both CSRs and BDSs define clear criteria for handling new vs. existing customer inquiries. This empowers both teams and ensures everyone understands their roles.
  • Cross-training: Implement cross-training programs. CSRs can learn sales basics to handle initial new customer contact, while BDSs can learn basic customer service skills to assist with existing customer concerns when needed. This creates well-rounded team members and fosters mutual respect.
  1. Relationship-Building for Interpersonal Conflict: For the relationship-based conflict, address underlying issues with a relationship-building approach:
  • Team-building Activities: Organize team-building exercises to encourage interaction and break down communication barriers. This helps build trust and respect between CSRs and BDSs.
  • Conflict Resolution Training: Provide training on conflict resolution strategies, focusing on active listening and assertive communication. Equip employees with tools to address any future interpersonal issues constructively.

Elements of Negotiation:

  • Clear Communication: Ensure clear and open communication throughout the process. Regularly discuss progress and address concerns from both CSRs and BDSs.
  • Active Listening: Actively listen to both parties’ perspectives during negotiations. This shows empathy and helps identify common ground.
  • Focus on Interests, Not Positions: Focus on the underlying interests (e.g., job satisfaction, efficient customer service) rather than rigid positions regarding specific tasks.
  • Commitment: Once a solution is reached, ensure all parties feel comfortable and committed to its implementation.

Brazilian Cultural Dimensions:

  • High Power Distance: Brazilian culture has a high power distance, meaning people respect authority figures and hierarchy. As the manager, leverage your position to facilitate discussions while ensuring everyone feels heard.
  • Relationship-Oriented: Building relationships is crucial in Brazilian business culture. Emphasize team building and collaboration to address the interpersonal conflict.
  • Indirect Communication: Brazilians often communicate indirectly to avoid confrontation. Encourage open and respectful communication while being mindful of potential indirectness.

Differences from US Conflict Resolution:

  • Directness: American business culture tends to be more direct in communication. While open communication is still key, acknowledge that Brazilians may express themselves with more subtlety.
  • Individualism vs. Collectivism: The US leans towards individualism, while Brazil has a collectivistic culture. Focus on solutions that benefit the entire team rather than individual preferences.

Example:

During a workshop, a CSR might express concern about losing their job security due to the reorganization. Address this directly while highlighting the cross-training opportunities for growth and the overall goal of improved customer service (benefitting the entire team).

By understanding these cultural nuances and implementing the suggested strategies, Johnson Consulting Company can effectively navigate conflict within its Brazilian teams and foster a collaborative work environment.

 

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