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1. What is the source of role conflict here?

The source of role conflict here is between employees’ point of view on the problem and the management’s. Employees believe that customers want them to do one thing, and management wants them to act another way, although employees from their experience and communication with people see the real results and the real problems. Often management can’t fully decide important changes or accept certain decisions without the employees’ presence. Conflict here is also in misunderstanding of the management and their ideas, and the current situation. There have occurred changes in the customers’ requirements, and they want the rep’s consideration and to negotiate this question to have better results and to provide the customers with the service they ask for. Also, they want to spend more on the phone time to solve their problems. But the reps want management to agree with handling more calls, but to make them short. That conflict should be discussed and there has to be taken a mutual agreement to solve this problem. As a matter of fact, every conflict should be solved, and the earlier – the better.

2. Are there functional benefits to management from role conflict? Explain.

Yes, certainly there are some benefits from the conflict in management. These benefits can include some new creative ideas how to improve the situation, how to find compromise and to find a solution to a problem. Such situations help to have a look on a situation from another side and depict positive moments and decide what should be improved or modernized. Unexpected situation such this help to prevent more serious problems and help to identify risk of management. Customers usually dictate rules and create them and even update them. So here is the best way – to listen to customers and their ideas of improvements and to revise the rules set by management. There are also benefits during the communication of the employees and managements, because the main aim of all of them is to provide successful growth and prosperity of the company. And because of this there should be freedom of creative ideas, propositions and mutual support. This will help the company very much to avoid misunderstandings in the future and also there should be provided a friendly atmosphere in the company and the mutual respect.

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3. Should role conflict among these telephone service employees be any greater than it is for a typical employee who works as part of a team and has to meet the expectations of a boss, as well as those of his or her team member? Explain.

The conflict is a signal to changes, to creative thinking and new ideas, as the world changes and customers change their opinion and make a company they are dedicated to more modern and make it their way. Each demand or conflict is a problem where only compromise and creative thinking and analyses can help, so every point should be discussed for the sake and future of the company.
This conflict, that occurred among these telephone service employees is as great as the conflict of a usual employee, working in a team, and he has to meet the bosses’ requirements, because there are different situations where the employees can foresee some important things and only they are able to say which improvements should be made immediately for example. For the company it is very important to be able to listen and hear the ideas of the employees, their innovations, propositions and ideas. Conflict resolution is very important, and there should be always alternative thinking inside the company and the openness to provide even better results than expected.

4. What can Maggie do to manage this role conflict?

In this difficult situation Maggie could try gathering the management and the employees for a talk about the current situation. The discussion should include the opinions and facts from both sides considering the wishes of the customers and the point of view of the management. There should be serious negotiations including new ideas, proof of pros and cons of the current services and future expectations with possible changes. As a fact, the more people talk and discuss the important questions, the quicker they find necessary solutions, get useful ideas, find new ways of cooperation and make a company grow. Maggie can link both side of the conflict- employees and management, and with the help of Maggie’s ideas and intentions to solve the problem, both employees and management will successfully find out to meet customers’ expectations and the ideas of management. The ideas of both employees and managements should be discussed and analyzed carefully before making changes, although it won’t be easy for Maggie to manage the conflict.

 
References

Ryckman, R. M., Thornton, B., Butler, J. C. (1994). Personality correlates of the hypercompetitive attitude scale: Validity tests of Horney’s theory of neurosis. Journal of Personality Assessment, 62, 84-94.
Kellett, Peter M. (2007). Conflict Dialogue. London: Sage Publications.