What kind of manager would you expect to say these things if you said you needed some help on a project?

Manager 1: Look, I’m really busy right now - could you ask someone else to help you?

Manager 2: I can’t help you right now but let’s fix a time to sit down together and go through the problem.

Manager 3: Give me the file and I’ll see if I can sort it out for you.

Manager 4: Well, that’s what you’re paid for! You sort it out yourself and tell me when you’ve found a solution.

Management and conflict styles 1

c a e

b d

Management and conflict styles (Blake & Mouton)

concern for people

concern for product

country club team

middle-of-the-road

impoverished

produce or perish

Management and conflict styles (Bolton & Bolton)

responsiveness

assertiveness

amiable expressive

analytical driver

Management and conflict styles (McGregor)

y

x

Management and conflict styles (Kilmann)

accommodating collaborating

compromising

avoiding competing

Management and conflict styles (Hersey & Blanchard)

participating/ supporting

selling/ coaching

delegating/ observing

telling/ directing

Common causes of communication breakdown

“I just didn’t understand what exactly it was she wanted me to do.”

“I thought he wanted the report this week but in fact there was no rush. I should have checked.”

“When he said nothing at the meeting and nodded, I thought that meant he was in agreement.”

“She sounded bored by what I suggested in the meeting and then I got this email after the meeting thanking me effusively for my contribution.”

What do you think happened in each case?

Causes of conflict 1

What would you put these statements down to?

“I don’t see how we’re supposed to get the work done - you can’t hear yourself think.”

“We don’t see eye to eye on anything.”

“She’s always pressurizing me into doing things I don’t want to do.”

“He always has time for a word with the others but completely ignores me.”

•Poor management

•Unfair treatment

•Unclear job roles

•Inadequate training

•A clash of

personalities

•Poor communication

•Poor work environment

•Increased workload

•Lack of equal

opportunities

•Bullying and harassment

Causes of conflict 2

Assertiveness techniques

31 4

21 3

2 3

2

4

1

How to read body language

Hi Jimmy

Thanks very much for your email. Sorry to hear you’ve been having bad weather and have no lions on film as yet. In the circumstances it doesn’t sound like we have any alternative but to extend the shoot another week. So go ahead and stay. I’ll look at the budget and get back to you.

But what do you propose if you do not get any lions in the next week?

Look forward to hearing from you on this,

Fingers crossed,

Carl

Responding to bad news (suggested answer)

Carl: Hello.

Jimmy: Carl, it’s Jimmy here.

Carl: Oh hi, Jimmy. How’s the filming going?

Jimmy: Pretty well, but, look, I’m afraid I’ve got

some bad news.

Carl: Oh, dear. What’s the problem?

Jimmy: Well, the weather’s been awful and we can’t

move and we haven’t seen any lions yet.

Carl: So what do you want to do?

Jimmy: Well, I think we’ll have to extend the shoot

another week. What do you think?

Carl: Doesn’t sound like we have much choice.

Jimmy: So can we stay on?

Carl: I don’t think there is an alternative.

Jimmy: Thanks.

Carl: But email me the extra costs.

Jimmy: Will do. Thanks.

Giving bad news over the phone

Wilson accuses Carla of paranoia and autocratic management.

Although the style was appropriate for his first few months in

the job, it is now clearly counterproductive, and he suggests

that other people in the department are as unhappy as he is. He

needs to be given more responsibility and autonomy.

Olvea Brasil (suggested answers)

Wilson Holden

Olvea Brasil (suggested answers)

Susan Shipley

Susan claims that Vitor is an absentee manager, an ‘invisible

man’ who gives her no support. Her problems are personal, not

professional, but she recognizes that she needs help and has

tried to obtain it from Vitor’s superior. Clearly Susan needs

sympathy, help and guidance, which a minimalist manager will

not give her.

Olvea Brasil (suggested answers)

Luigi Tarantini

Luigi is frustrated by what he sees as unnecessary supervision

from his manager, Isabel, who hopes to get the best out of

Luigi by being very participative. She has not understood that

with someone as experienced and independent as Luigi, this

style is counterproductive. He is an experienced and competent

employee who just wants to be allowed to get on with his job.

Olvea Brasil (suggested answers)

Natasha Gomes

Natasha feels she needs more help and supervision from Anthony

Middleton. Afraid of conflict, he is reluctant to give Natasha

clear instructions or criticism in case she rejects them. She

cannot learn to perform well in her job if everything she does is

no more than an acceptable compromise.