6.4 Case Study: Runners Relay Ltd.
Now that we understand the importance of responding to conflict in the workplace on time let’s use script writing and role-playing to resolve a workplace conflict at Runners Relay.
The Scenario: A Focus on Influence
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Andres Casso (He/Him): Office Manager
Harmon Patel (He/Him): Health and Safety Representative
The Scenario:
As the Office Manager, Andres is ultimately responsible for his team’s training. Six months ago, Andres ran a training report and realized that some office staff were behind in mandatory harassment in workplace safety training. Andres was going to say something to Harmon, the Health and Safety Representative, but things have been so busy at work. Approximately six months ago, Andres was asked to take on the responsibility of handling a customer event at the Runners Relay.
Rumour has it that Andres has been talking behind Harmon’s back, telling others he can’t rely on Harmon. Harmon is tired of the rumours and the stress. Four months ago, Harmon e-mailed Andres asking permission to outsource three of the upcoming training sessions as it is hard for one person to keep up with training. Harmon is still waiting to hear back from Andres.
Tension is high right now. On top of everything, the Ministry of Labour has received an anonymous complaint about the lack of safety training at the Runners Relay, and there is a possibility of legal ramifications from the government.
Andres is so angry he decides he can’t wait any longer. Andres decides to talk to Harmon today without checking with Anna in Human Resources.
Employee Observations:
“The argument in the office today was heated. I felt very uncomfortable listening to Harmon and Andres yelling at one another.”
“I don’t know what is going on around here anymore. I haven’t received any safety training in the past year. Even I know that I am supposed to receive training on harassment in the workplace.”
The First Conversation:
Andres: Harmon, we need to talk in my office.
Harmon: Let’s go, I’m ready!
Andres: I don’t even know where to begin.
Harmon: Why don’t you begin with what you have been saying behind my back?
Andres: We’re here to talk about your training sessions or lack thereof. I ran a report and discovered that the office staff hadn’t been trained on harassment in the workplace.
Harmon: What? I am pretty sure they are up-to-date with all of their training. Did you run this report today?
Andres: No, it was six months ago?
Harmon: You ran a report six months ago, and are you coming to see me about it today? What’s up with that?
Andres: I’ve been busy.
Harmon: Have you been busy? I sent you an email four months ago asking to outsource three training sessions, and you haven’t even acknowledged my message, let alone responded to me. I’m not impressed.
Andres: You’re not impressed? The Ministry of Labour received an anonymous complaint about the lack of training around here. We might be in a lot of trouble legally.
Harmon: Well, this isn’t going to fall on me. You’ve known about a training issue for six months, said nothing, and sat on a request for help with training for four months. Why can’t you address issues as they arise? This is ridiculous!
The Exercise:
Identify – any concerns regarding the way in which Andres handled his training concerns at Runners Relay.
Write – down at least two suggestions that would help Andres address issues promptly.
Next Steps
You will assume the role of Anna, the Human Resources professional at Runners Relay. Anna has heard about the unproductive meeting between Andres and Harmon. Anna will meet with Andres today to discuss the importance of timeliness when addressing problems at work.
Coaching Notes:
During your meeting with Andres, you are going to remind him of the following:
- Failing to deal with problems or conflicts promptly could result in the matter becoming bigger.
- Your organization could face increased legal risk if your management team doesn’t deal with issues as they arise.
- Failing to address problems and conflicts quickly can negatively impact productivity as others spend time discussing the issues instead of working.
- When workplace issues aren’t addressed promptly, individuals forget details, impacting their ability to solve the problem or conduct an investigation.
- Significant costs are associated with problems and conflicts that aren’t addressed quickly.
The Recommended Conversation:
Following his coaching session with Anna, Andres will meet with Harmon to address the training issues at Runners Relay.
Andres: Harmon, can we sit down and talk about the safety training program?
Harmon: I ran an updated training report and needed to talk to you.
Andres: Okay, what did you find in your report?
Harmon: The manufacturing team is completely up-to-date with their training, but some office staff didn’t receive the harassment in the workplace training I delivered in the second quarter of the year.
Andres: I have to take some responsibility for that, Harmon. I ran a training report six months ago and realized there were individuals in the office who didn’t receive the training. I was so busy planning the customer event that I didn’t talk to you about it. I apologize.
Harmon: Wow, I didn’t realize the office staff had not received the training. I’ve been having a hard time keeping up with training lately, so I sent you an email four months ago asking for help.
Andres: I have no excuse. I read your email, and I didn’t even respond to you. I just received a notice that the Ministry of Labour has received an anonymous complaint about the lack of safety training, and they are going to visit here on Monday to review our records.
Harmon: Oh boy, we are in serious trouble.
Andres: Let’s hope they will give us a week to complete the missed training. In the meantime, we will need to devise a plan to address your concerns and review training regularly.
Harmon: I agree; I feel like I’m on an island.
Andres: Every Friday morning, please stop by my office at 9 am, and we will review the training records. In the meantime, please develop a detailed proposal for a third-party training consultant.
Harmon: Thanks, Andres. I will see you on Friday morning.
The Exercise:
