Think about a group in which you have or continue to participate in... write a brief description of the group. Describe a conflict you have experienced while working in the group. Tell about the ROLE each person was playing (task, maintenance, ineffective; be as specific as possible). Describe how you could change the conflict by using what you have learned about groups in your readings (or elsewhere).

Question

working at a retail store

Answer 1

Group Description: Retail Store Team

I work as a sales associate at a local retail store. The team consists of approximately ten employees, including cashiers, stock clerks, and supervisors. Our primary goal is to provide excellent customer service and maintain an organized and inviting store environment. We hold weekly meetings to discuss sales targets, new products, and any challenges facing the team.

Conflict Encountered: Miscommunication about a Sale Event

A significant conflict arose when we were preparing for a major sale event. The promotion details had not been communicated clearly among the team members. Some associates thought the sale included specific items, while others believed it was limited to a different selection. As a result, customers received conflicting information, leading to frustration and complaints.

Roles in the Group:

• Task-oriented roles:

  • Team Leader (Supervisor): They were responsible for outlining the sale details, but they were often overwhelmed and overlooked sharing them adequately with the team.
  • Sales Associates: Most of us were trying to clarify the sale details among ourselves rather than seeking the correct information, which indicates a failure to properly follow the task-oriented role expectations.

• Maintenance roles:

  • One Associate: Took on a maintenance role by trying to mediate between team members. They encouraged everyone to communicate openly and suggested we take a moment to clarify the sale with the supervisor.

• Ineffective roles:

  • Another Associate: Became defensive and combative, insisting that they were correct about the sale details. This negativity affected the morale of the group and further created tension among team members during an already stressful time.

Resolution Strategy:

To manage and change the conflict, I could apply several strategies learned about group dynamics and conflict resolution:

1. Clarify Communication: I would propose that we implement a standardized communication process where important information, such as sales promotions, is documented and distributed clearly. This can be done through a group chat or a notice board, ensuring everyone is on the same page.

2. Encourage Open Dialogue: During our next team meeting, I would suggest setting aside time for questions and clarifications after the supervisor presents new updates. This can help everyone feel comfortable raising concerns and ensure that all team members understand the information.

3. Assign Roles Clearly: We could benefit from designated roles for each team member during key events. This could involve having one person as the “information officer” to clarify details with management and another as a “customer liaison” to handle customer inquiries, thus reducing confusion.

4. Conflict Resolution Training: I would advocate for conflict resolution training sessions where we can learn to address issues more constructively and understand each other's perspectives more effectively.

By implementing these changes, I believe that we would not only resolve conflicts more effectively but also foster a more collaborative and supportive team environment.