9.4 Case Study: Runners Relay Ltd.
Now that we understand the importance of remaining calm when resolving a workplace conflict let’s utilize script writing and role-playing to resolve a workplace conflict at Runners Relay.
The Scenario: A Calm Approach
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Roman Stanski (They/Them): Sales Associate
Penn Livington (They/Them): Administrative Assistant
The Scenario:
The Sales department at Runners Relay is having trouble keeping up with the demand for the newest running shoes. Roman Stanski, Sales Associate, is relying on Penn Livington, Administrative Assistant, to process their orders in the system, as Roman needs to focus on sales and doesn’t have time for administrative work.
Penn has assisted Roman with their sales orders for the past two months. Penn was provided very little training on order entry, but they are doing their best. Roman expects Penn to keep up with the daily sales orders and ensure they are entered into the system each day before Penn leaves work. Penn often leaves a few sales orders on their desk before heading home, knowing they can enter the orders into the system first thing in the morning.
Roman walked by Penn’s desk at the end of the day and noticed Penn had gone home but a small pile of sales orders remain on their desk. Roman couldn’t believe Penn would go home knowing some sales orders were not entered into the system. Roman must meet with Penn in the morning to deal with this issue.
Employee Observations:
“I know Penn hates entering sales orders, as they told me they are bored with the whole process.”
“I don’t want to be around when Roman realizes that Penn isn’t entering the sales orders each day before heading home; Roman is going to be furious.”
The First Conversation:
Roman didn’t sleep well last night, just thinking about the mess at work. When Roman woke up, they were so angry they drove to work early to confront Penn as soon as they walked through the front door.Roman: (looking at their watch) Good morning, Penn. I see that you finally made it to work.
Penn: Roman, what are you doing here so early? You usually don’t come into the office until the late afternoon.
Roman: I had to make an exception today to speak to you. I am so upset right now I don’t know where to begin.
Penn: Well, this isn’t how I thought my morning was going to start. You appear to be angry. Are you angry at me?
Roman: I am so frustrated right now. Yesterday afternoon, I walked by your desk and noticed you left a pile of sales orders on it. Since when do we leave sales orders to process the next day?
Penn: You are the one that trained me, if you want to call it training. You never mentioned that I had to enter every sales order on the same day. Am I supposed to guess what you are thinking?
Roman: (Pacing the room) This is classic. I am to blame for this mess. I can’t believe you.
Penn: Roman, you don’t look so good. Maybe you should sit down and calm down.
Roman: (Yelling loudly) I don’t want to sit down. I want to discuss the sales orders.
Penn: Roman, this is hardly a discussion. I am not happy with you and how you are speaking with me right now. I am here to support your work, and you are yelling at me. You are my trainer. Try looking in the mirror if you want to know who to blame for all of this. I’m done here, and I am going to speak with Anna in HR about all of this. I am not going to be treated this way.
Roman: (Yelling at Penn as they walk away down the hall) You go ahead and speak with Anna after you enter the sales orders from yesterday, and never leave work without entering the sales orders from that day!
The Exercise:
Next Steps
- Penn stopped by to speak with Anna, the HR Manager at Runners Relay. Penn was highly offended by Roman’s reaction today. Penn asked Anna if she would assign the sales orders to someone else, as Penn doesn’t want to work with Roman.
Coaching Notes:
Anna calls Roman into her office when Penn returns to their desk. Anna reviews the topic of emotional intelligence with Roman and the importance of approaching conversations like this in a calm manner. Anna’s conversation with Roman includes:
- Emotional Intelligence (EI) helps you to understand your own emotions before starting a conversation.
- If you are frustrated, agitated or angry, it is best to have the conversation later when you have time to calm down.
- Never start a conversation when you are upset, as it will only make the situation worse.
- Taking the time to calm yourself down is encouraged.
- Presenting a calm demeanour in conversation allows the other person to share their thoughts and feelings without fear of being yelled at or challenged.
- Even if the other person in the conversation displays anger or frustration, focus on remaining calm.
- It is helpful to focus on the facts rather than on the person.
The Recommended Conversation:
Roman will meet with Penn to review the processing of sales orders. You are going into this meeting self-aware and focused on remaining calm throughout the conversation with Penn.Roman: Hi, Penn; I owe you an apology for my conduct in our first conversation. Would you be willing to sit down with me to discuss the sales order entry process?
Penn: If you plan on yelling at me again, you can forget it.
Roman: No, there won’t be any yelling. I want to discuss this professionally and calmly.
Penn: Okay, but I am walking out the door if you get angry.
Roman: That is more than fair. I was surprised when you said that to me, and then I started to think about our training sessions. I handed you a pile of sales orders and told you where to enter them into the system. That is hardly a training session.
Penn: This whole thing is your fault. I don’t even know about the “same-day processing” rule until today.
Roman: That is on me. I should have provided you with written instructions in addition to training sessions. I sincerely apologize. Would you consider supporting me by entering the sales orders if I provide you with the proper training starting tomorrow?
Penn: Exactly. I wasn’t provided with any computer training. I don’t even know if I was entering the orders correctly.
Roman: Absolutely. I will prepare the training documents today and see you tomorrow morning.
Penn: I will help you if you promise to train me properly.
Roman: Thanks for supporting me, Penn. I appreciate your help.
The Exercise:
