Instructor Resource
Northouse, Introduction to Leadership, 5e
SAGE Publishing, 2021
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 is now in a position where he must decide what to do. He can’t understand that the cohesive
team that he used to lead can’t get along over their cubicle assignments.
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.
Instructor Resource
Northouse, Introduction to Leadership, 5e
SAGE Publishing, 2021
underlying relational conflict to be present between the team members, regardless if this was Martin’s
desired intention or not.
Sample Answers to Case Questions
1. How would you describe the conflict that has arisen between the members of the web programming
department?
The conflict has come from tension because Martin has avoided discussing any issues between his team
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
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
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
Instructor Resource
Northouse, Introduction to Leadership, 5e
SAGE Publishing, 2021
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-image. This
Case 11.2—High Water Mark
Case Summary
Alcott Lake is a lakeside community. Water level surrounding the lake has continued to rise, and
currently, 18 per cent of the 250 homes are in danger of flooding. The homes in danger are mostly
Instructor Resource
Northouse, Introduction to Leadership, 5e
SAGE Publishing, 2021
Case Analysis
This case demonstrates how conflict can exist when two different groups are separated by social class
and privilege. The community of Alcott Lake has two different types of residents. The first group,
consisting of families that own small cottages, are the ones most affected by the dangers of flooding.
The second group of people, property owners described as owning the “big McMansions on the hill,” do
not face the dangers that the cottage owners face, and have more access to financial resources to stop
the flooding.
Sample Answers to Case Questions
1. Describe this conflict using the different elements of the conflict definition – struggle,
interdependence, feelings, and differences.
Struggle – The two opposing forces coming together are the cottage owners most impacted by the
potential for flooding and the homeowners with properties on the hill that do not have to worry about
2. What is the content dimension of this conflict? What is the relational dimension?
The content dimension to this conflict is the potential damage that the flooding may do on the cottage
Instructor Resource
Northouse, Introduction to Leadership, 5e
SAGE Publishing, 2021
3. Would Fisher and Ury’s method of principled negotiation be a good approach for the homeowners’
association to use to resolve the conflict? Why or why not?
The Fisher and Ury method of principled negotiation would be a good approach to resolve this conflict
because all four principles associated with it could be utilized as a strategy for conflict resolution.
4. How could the association board use the communication strategies of differentiation and
fractionation to deal with this conflict? What about face-saving?
Differentiation could be used if the association board took the time to allow each party to communicate
with each other in a calm and rational manner. The current direction of the conversation is not