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The Context of the Conflict
I was in a queue waiting to pay for a pair of shoes which I had purchased. A customer ahead of me started complaining that the service representative was too slow. He aggressively demanded a refund for a shirt he had previously bought. The staff reminded him about the stores one-month return policy which he had already passed but he was adamant. Other customers got impatient and started to leave the store. The sales representative became hostile towards the client and their argument escalated into a physical fight.
Competing
Competing means individuals have a domineering attitude and pursue their personal interests at all costs (Parveen et al., 2020). As the sales clerk, I would have stood firm on the issue of the violated policy terms. This would have quickly resolved the dispute and prevented the other customers from leaving.
Collaborating
Collaboration ensures both parties benefit without giving anything up. I would have listened to and empathized with the customer, explaining to him the importance of the one-month policy. The customer would have become calmer and agreed to discuss viable solutions before selecting the best. For instance, the employee could have asked the customer to replace the item rather than ask for a cash refund.
Compromising
This style is useful when parties want to de-escalate a situation and come quickly to an agreement by conceding something (Parveen et al., 2020). I would have politely asked the customer to return at a later date to collect his refund. This would have assured him that his request would be honored when he returned and he would have left without causing more commotion.
Avoiding
This style reduces conflict by ignoring it or separating the conflicted parties. I would have separated the angry customer from the rest to allow the other shoppers to proceed with their purchases. This would have given the agitated customer a chance to regain self-control and ensured that the sales representative also calms down before continuing the discussion with the customer.
Accommodating
This refers to a party agreeing to the others demands. The employee could have quickly given back the refund to save time and to calm the agitated customer. This would also have prevented the fight and reassured the other customers of the companys willingness to handle problems speedily.
Recommended Conflict Management Style
Collaboration produces the most effective long-term results for all parties. However, it is time-consuming because the parties must negotiate and come to an agreement (Parveen et al., 2020). Their individual needs will be satisfied and the solution ideal and they will maintain a respectful and lasting relationship because the customer will get a replacement product and the firm will not refund the money. The other customers will also trust that their problems will also be solved similarly if necessary.
References
Parveen, Z., Iqbal, J., & Latif, Z. (2020). Conflict management styles used by teachers at public and private sector universities of Lahore. Journal of Applied Research and Multidisciplinary Studies, 1(1), 63-76. Web.
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