CONFLICT MANAGEMENT ROLE PLAY HRM – OBHR
It is normal for people that live and work well together to have conflicts from time to time.
We disagree with each other because we see the world differently, and we have different
ideas about what we want and how to do things. It is known, that our individual and
collective backgrounds and experiences are different, such as in the aspects of cultural,
spiritual, political and economical. All these make each and every one of us to have a very
different and unique personality. As human beings we don’t have a choice about whether
conflict will happen in our lives… but we do have a choice about how we will deal with
it!!!
In this particular case, we have a situation of a Formal Complaint Resolution and
Grievance, where individuals allege that they are being adversely affected by specific
improper application of rules and improper action or decision by a person with
administrative control and responsibility.
CASE
This situation happened in the institution that I used to work. The branch manager
unilaterally and in a discriminatory action, established a quota system to require loans
producers to turn in a minimum number of loan mortgages applications a week. The
discriminatory part of his action was that he established the quota system for the new
members of the team (new loans officers), leaving out of his mandatory quota those
employees that had been part of his team at least for six months.. The reason of this quota
system was, for him as branch manager, to earn more commission, since for each one of
