7.4 Case Study: Runners Relay Ltd.
Now that we understand the importance of being impartial when resolving workplace conflicts, let’s utilize script writing and role-playing to resolve a workplace conflict at Runners Relay.
The Scenario: A Focus on Impartiality
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Helga Dietz (She/Her): Day Shift Supervisor
Leonard Swartz (He/Him): Operations Manager
The Scenario:
Production levels at Runners Relay continue to grow. Helga, the day shift supervisor, has interviewed four candidates and approved hiring two new production associates on the day shift.
Helga has been interviewing with Leonard Swartz, the Operations Manager at Runners Relay. It has been four weeks since Leonard and Helga completed the job interviews. Helga and Leonard are fighting over which candidates to hire. They were overheard yelling at one another in Leonard’s office. This conflict is impacting the entire team on the day shift.
For the first job candidate, English is not their first language. The second job candidate told Leonard and Helga they didn’t have a car, so they would take the bus to work. The third job candidate revealed they are single parents with three small children. The fourth candidate is twice as old as the other job candidates. Leonard has an issue with all four candidates and disagrees with Helga’s assessment of the candidates. Today, Leonard will sit down with Helga and explain his concerns to her one last time as she isn’t getting the picture.
Employee Observations:
“We need help on the day shift, but this will likely take months as Leonard and Helga never agree on anything.”
“I wish Leonard would keep his thoughts to himself. I don’t think he should be speaking so harshly about the job candidates. It isn’t very comfortable. He is supposed to be our leader.”
The First Conversation:
Leonard: Helga, do you have time to talk right now?
Helga: Sure, I just finished my morning talk with the day shift.
Leonard: Perfect. I know you need to hire two more people on the day shift, and we don’t seem to agree on which candidates to hire.
Helga: That is putting it mildly. We don’t agree at all. I am looking at their work experience and skills; all you want to discuss is their personal lives.
Leonard: I beg your pardon? I am thinking about what’s suitable for the company.
Helga: There is absolutely nothing wrong with candidate number one. I think they would make a great hire.
Leonard: Seriously? Candidate number one doesn’t speak English as their first language. That is going to cause all kinds of issues moving forward.
Helga: What is your problem with candidate number two? They showed genuine initiative and have been taking many upskilling courses.
Leonard: Yes, they are always in school but don’t even have a car. I don’t want to hire someone that takes the bus to work. They won’t be dependable over the long term.
Helga: You are impossible. What about candidate number three? They seem driven and passionate about working here.
Leonard: Of course, they are passionate about working here. They have three kids, and they are single parents. They need our benefit plan for their kids. They will always miss work for doctor’s and dentist’s appointments.
Helga: That is ridiculous. What is your issue with candidate number four?
Leonard: You have to be kidding. They are at least twice the age of the other candidates. They won’t be able to keep up with the pace of the day shift.
Helga: I can’t believe this. You are so old-fashioned in your thinking. We are never going to find someone that you like.
Leonard: Well, it’s better to be honest now than hire the wrong person and have to deal with their issues.
Helga: That’s it. I am going back to work. Let me know when you find someone that you approve of.
The Exercise:
Identify – any concerns about how Leonard handled his hiring concerns at Runners Relay.
Write – down at least two suggestions to help Leonard decide on the best candidates for the job.
Next Steps
- You will assume the role of Anna, the Human Resources professional at Runners Relay. Anna has heard about Helga’s disagreement with Leonard. This morning, Anna will meet with Leonard to discuss the importance of impartiality when addressing conflicts at work.
Coaching Notes:
During your meeting with Leonard, you are going to remind him of the following:
- Demonstrating impartiality at work is extremely important to make decisions that are based on facts.
- It is essential to be aware of your personal bias and ensure it doesn’t cloud your judgement.
- Your colleagues aren’t interested in your personal opinion.
- Treating others fairly and impartially is part of being a business professional.
- Impartiality will allow you to demonstrate empathy and understanding.
- If you are willing to say negative things about others, colleagues will question what you say about them behind their back.
- Building a culture of trust relies on people leaders who professionally conduct themselves.
The Recommended Conversation:
Following his coaching session with Anna, Leonard will meet with Helga to resolve their disagreement and focus on hiring the right people for the day shift at Runners Relay.Leonard: Helga, I wonder if you’d be free to sit down and discuss the recent interviews for the day shift.
Helga: I have pretty much given up on that topic. We keep going around in circles.
Leonard: I realize that I have been close-minded, and I need to start listening to you. Can we review the candidates again?
Helga: This is the last time. Otherwise, find someone else to interview with, Leonard.
Leonard: Okay, tell me about your thoughts on candidate number one.
Helga: Candidate number one has relevant job experience in manufacturing, and they are a trained quality auditor. I know you were concerned about their language.
Leonard: I realize I had no issue understanding them during the interview, and they had no problem understanding us. We really could use a quality auditor on the day shift. I will put candidate number one in the “yes” column.
Helga: That’s amazing. I couldn’t agree more.
Leonard: Okay, what about candidate number two?
Helga: Candidate number two has been upskilling by taking online courses. They don’t have much experience in manufacturing, but they have initiative. They mentioned they take the bus to work as they don’t have a car. You seemed concerned about hiring a person without a car.
Leonard: That was unfair. Just because a person takes the bus doesn’t mean they can’t be a great employee. I shouldn’t have said that. I was impressed by their upskilling.
Helga: Okay, let’s put candidate number two on the “maybe” list.
Leonard: What are your thoughts on candidate number three?
Helga: Candidate number three seemed to have done their company research and wanted to work for Runners Relay. They told us they are single parents, and that seemed to concern you.
Leonard: That was unfair of me to assume a single parent wouldn’t do a great job. I was impressed with their answers to our questions; they seem to understand the demands of a manufacturing facility. Do we place them on the “maybe” list?
Helga: Absolutely. Finally, candidate number four. I was very impressed with their work experience. They held roles in warehousing and manufacturing. I realize they weren’t as young as the other candidates, but I could see them being promoted to a lead-hand role someday.
Leonard: I need to apologize for my comments on age. They were by far the most knowledgeable about the needs of a fast-paced production line. They would fit in with our culture and possibly train new hires. I think they move to the “yes” list.
Helga: I can’t believe it! Candidates number one and number four are on the “yes” list. We can ask Anna in Human Resources to contact them and present our offer letter.
Leonard: Thanks for your input, Helga. You were right all along. I need to focus on the skills and abilities of job candidates going forward.
The Exercise:
