Conflict Management Tensions
A third-party was called in to mediate a conflict between two managers of a local food inspection department. The conflict began as a quarrel over bookkeeping procedures and soon developed into a fight over lines of authority between two managers.
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Get Help Now!In the midst of a stalemate wherein neither manager would talk to the other, the other managers decided to call in a third-party, mediator. The third-party, Richard, was a distinguished-looking man in his late forties with a Ph.D. in economics, author of several books, and had a local reputation as a knowledgeable and impartial. Richard first interviewed each party separately. From these interviews he discovered that the roots of the conflict lay in one manager’s emotional needs.
The more blustery combatant, Thad, had a great need for warmth and support from his co-workers, a need he traced to bad experiences with his family and his first wife. Thad was not getting the support he needed and believed the others were purposely freezing him out (although Richard found no evidence that this was the case).
Thad’s anger was channeled toward Marlena, the other manager and second party. The jurisdictional dispute had rapidly escalated into a bitter, brutal fight that fed on itself. Thad and Marlena could not even work in the same room without harassing each other.
In determining his strategy, Richard considered the following facts: (1) A serious emotional problem, which might take years to untangle, underlay the conflict. Other members probably were not aware of this problem, and it was uncertain whether they would be sympathetic if they knew of it. (2) The conflict was long-standing and sides were clearly drawn.
It was going to be difficult for parties to move from their entrenched positions. (3) The conflict was very damaging for the department. It had been going on for four months and was beginning to hurt the business financially and something definitely had to be done. (4) The managers of the department were all young. They tended to look to Richard for help and accorded him considerable respect.
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