Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
Case Notes
Chapter 11: Managing Conflict
Case 11.1: Office Space
Case Summary
A change in office space and office environment led to considerable conflict between five co-
workers in a web programming department. Due to a company relocation, a web programming
department was forced to change from an open-space environment to a row of cubicles in a much
smaller office.
Martin, the web programming team leader had the opportunity to choose the order of where the
programmers would be stationed within the row. He chose to order himself in the first cubicle,
and down the line, Rosa, Sanjay, Kris, and Bradley. He had reasons for this arrangement;
Unfortunately, Martin never shared his justification for assignments with his colleagues, which
created significant conflict. First, Bradley wanted a cubicle with a window and a position next to
Martin, since they work together on a significant number of projects. Next, Sanjay’s mood
changes, as he is in between Rosa and Kris and cannot focus when they speak over him to each
other. Subsequently, this has caused Rosa and Kris to leave their cubicles to converse with each
other, taking more time than they used to when they were sitting together, which has impacted
Case Analysis
This case study outlines the perils of what could happen when open lines of communication are
not present and conflict arises. The web programming team was described in the case as very
synergistic, displaying a significant amount of collaboration between team members.
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
Sample Answers to Case Questions
1. How would you describe the conflict that has arisen between the members of the web
programming department?
2. Is the conflict a relational conflict? If so, what type of relational conflict? Is there a content
dimension to this conflict?
There are elements of the conflict that could be classified as relational conflict. Bradley’s
conflict with Martin is relational conflict over issues of esteem. Bradley believes that his
3. Using Fisher and Ury’s method of principled negotiation, how would you separate the people
from the problem? What do you think is really, really going on in this conflict?
In this case, Martin needs to indicate that the current arrangement of seating has impacted
collaboration and has impacted the team’s ability to get work done. As the supervisor, the first
thing that Martin needs to address is the seating arrangements, as this could
Peter G. Northouse
Introduction to Leadership, 4e
SAGE Publishing, 2018
4. Using the Kilmann and Thomas conflict styles, how would you characterize Sanjay’s conflict
style? What about Bradley’s? Do Rose and Kris have a style as well?
Sanjay’s conflict style appears to be a combination of avoidance and competition. On one hand,
Sanjay does not directly confront the problem of Rose and Kris’s discussion with Martin,
however, he is very confrontational to Rose and Kris themselves. It could be argued that there
5. How could Martin use fractionation and face saving in attempting to resolve this conflict?
Fractionation is the technique of breaking down conflict into smaller, more manageable pieces.
Face saving is the act of allowing one to change a situation while protecting their own self-