8.4 Case Study: Runners Relay Ltd.
Now that we understand the importance of curiosity and open-ended questions 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 Curiosity and Open-Ended Questions
The Company:
Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Sunni Li (He/Him): IT Technician
Chantal Russo (She/Her): Marketing Coordinator
The Scenario:
There seems to be a problem with the upcoming product launch at Runners Relay. Sunni in the IT department is supposed to work closely with Chantal in the Marketing department to ensure the IT department fully supports the launch.
Although Sunni continues to reach out to Chantal to offer his support, his efforts seem to go unnoticed. Sunni has sent two emails to Chantal, tried setting up a Zoom session, and left a handwritten note at her workstation with no response. Sunni is confused. He isn’t sure if Chantal is too busy or if she is upset with Sunni.
This communication problem might jeopardize the success of the upcoming product launch at Runners Relay. Sunni needs your help as this problem will grow out of control, and if this product launch fails, the entire company will be embarrassed. Sunni would like you to meet with Chantal as soon as possible to determine what is happening.
Employee Observations:
“It seems like the marketing and IT departments don’t talk, and we are just weeks away from the new product launch.”
“I can’t figure out what is going on with Chantal. People keep asking me where she is, and I don’t know what to say anymore.”
The First Conversation:
You are playing the role of Anna. You will sit down with Chantal and figure out what is going on between Chantal and Sunni.Anna: Chantal, I am glad I caught you in the office this morning. Can we talk?
Chantal: No, I’m running late.
Anna: Oh, it’s really important. I’ll try to keep the conversation short. Please take a seat.
Chantal: Fine.
Anna: Is there anything I should know about, Chantal?
Chantal: Nope. Everything is good.
Anna: Do you want to talk about the upcoming new product launch?
Chantal: No, we have that under control
Anna: Are the other departments supporting your marketing efforts?
Chantal: Yes, no complaints here.
Anna: What about the folks in IT? Are they helping as needed?
Chantal: They have made it clear they are available to help.
Anna: Chantal, you don’t want to talk to me about the upcoming product launch. This isn’t like you. Is everything okay?
Chantal: Yep, I’m okay. Thanks for asking. Is there anything else, as I’m quite busy and now late for my next meeting?
Anna: I guess that is it. Please let me know if you need any help with the upcoming launch.
Chantal: You bet. See you around!
The Exercise:
Identify – any concerns about how Anna handled her conversation with Chantal today?
Write – down and discuss at least two suggestions that would help Anna gain insight into what is going on with Chantal and the new product launch.
Next Steps
- Based on everything you have read about the importance of curiosity and asking open-ended questions, please meet with Chantal again. Let’s see what you have learned about the benefits of curiosity and asking open-ended questions. Don’t forget to review your coaching notes.
Coaching Notes:
Be sure to review your notes on curiosity and the importance of asking open-ended questions, which include:
- Curiosity demonstrates a genuine interest in the other person.
- Maintaining a curious mindset allows you to focus on significant questions and stay away from assumptions.
- Asking open-ended questions will allow the other person to share whatever they feel, think or know without limitations.
- Open-ended questions may elicit unexpected responses that lead you in a new direction.
- Ask questions that begin with “how” or “why” to ensure the other person can’t respond with a “yes” or “no” answer.
The Recommended Conversation:
You will meet with Chantal a second time with a focus on curiosity and asking open-ended questions to determine what is going on with the upcoming product launch and Chantal’s interaction with the IT department.Anna: I am glad I ran into you today. I need to catch up with you about the new product launch. Would you like a coffee or a glass of water, Chantal?
Chantal: A coffee would be great; I need more caffeine.
Anna: Okay, here you go—one cup of coffee. Let’s sit down. I’m sure you could use a break.
Chantal: You have no idea; I could definitely use a break.
Anna: So, tell me about the launch of the new product. I am curious to know all about it.
Chantal: I don’t know where to start. This is probably our company’s biggest product launch, and I am definitely feeling the pressure.
Anna: How are you keeping up with the multiple deadlines?
Chantal: I am super organized, and everything is on my calendar, so I don’t miss any deadlines.
Anna: It sounds like your calendar is everything to you. I was wondering what it’s like to be responsible for the marketing campaign for such an important project.
Chantal: It is a tremendous honour that management thinks I am the best person for the job. But with that comes some pressure and a bit of anxiety.
Anna: From everything I have heard about the product launch, you are doing great. How are the other departments supporting you and your marketing team?
Chantal: Everyone is most helpful. I know they are all there for me.
Anna: How have Sunni and the IT team been able to support you so far?
Chantal: Well, I have received a lot of communication from Sunni, but I just haven’t had time to talk with him. I’m afraid my communication skills have been suffering. I don’t have time to email people and attend meetings. I have to focus on the product launch.
Anna: It sounds like you might need our Administrative Assistant, Penn Livington, to manage your calendar. With your permission, Penn can reply to emails and meeting requests and save you a lot of time. How would you feel about some administrative assistance until this new product launch is complete?
Chantal: I would welcome the help. I am sure many people in this company are wondering why I don’t get back to them. Once this project is complete, I will have to apologize to a lot of my co-workers.
Anna: There is no need for apologies, Chantal. I will meet with Penn today to outline the support they can provide you with, and I will ask Penn to stop by and see you first thing in the morning to understand your expectations around emails and meetings. How else can we support you?
Chantal: I will start by asking Penn to connect with Sunni, as I haven’t responded to his numerous offers of support. Thanks, Anna. I really appreciate this help.
Anna: You are most welcome, Chantal.
The Exercise:
