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Essay / Research Paper Abstract
This 5 page paper looks at a fictitious conflict between 2 call center managers who are under pressure and have different styles. The issues, stages of the conflict, impact on the workplace and level of resolution success are assessed and a more effective way of managing conflict is assessed. The bibliography cites 6 sources.
Page Count:
5 pages (~225 words per page)
File: TS14_TEcallconflict.rtf
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Unformatted sample text from the term paper:
there are circumstances which may lend themselves towards increased conflict where there is competition between the different teams and the different team managers. Looking at a fictitious case there may
be two shift managers, with a dispute arising over the way in which the shift change-over takes place. The call centre has a number of shifts, and despite the changes
in shifts there is a requirement for the service to continue being provided during the change over. To accommodate this there is a staggered system for the call centre operatives
between the change over hours, the change over that is causing problems is between the hours of 6 pm and 7 pm where at each quarter hour there are some
employees signing off and others signing on. The day shift manager does not like the way that the evening shift manager is handling the change over. He feels
that the evening shift manager is not making sure that there are sufficient employees on duty during the change over and that this is placing a burden in his staff
and increasing their work load as well as affecting his performance statistics which have a direct impact on the bonus scheme which is based on performance measures. This is leading
to arguments, with the day shift manager accusing the night shift manager of understaffing the call centre on purpose so that he can save on his own night shift budget,
with the night shift manager failing to see why the day shift manager is getting so upset, as the calls are all being answered, and not comprehending why the day
shift manager is so angry. The background to the scenario is relevant. The company has been under a great deal of pressure to cut costs as a result of the
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