Conflict In The Workplace

Date: Jan 2nd , 2002 To: Brian B, Manager of Trade Finance Dept, ABC restrain Banking Corporation From: Iris Cai CONFLICT IN THE WORKPLACE priming coat XYZ Company Limited (XYZ) is one of our main customers. We have been providing sell finance and remittance services to them since our bank was established in 1980.

XYZ always expected our bank to provide services timely, fitly and free of errors. Now, Kitty and Nina are responsible for processing XYZs operations. As a supervisor, I am required to ensure their training of banking services in both customers and banks interests and liaison with customers.

Our long-term race with XYZ is basically sound and satisfactory. Recently, however, our rapport was confronting a great challenge.

In the past month, applications from XYZ always arrived around 4:00p.m, which was far foundation our daily cutoff time (3:00pm). However, we are strongly request by the customer to handle the late applications within the alike day. At all times, we had to strive to finish them until the last minute. The cannonball along handling caused us some unnecessary mistakes leading to umteen complaints from XYZ.



Meanwhile, my staff and I began to experience the following as a result of the conflict: ·         Stress ·         Decreased job contentment ·         Demotivation ·         Low self-esteem TRACING CAUSE OF PROBLEM In order to resolve the conflict, we have to identify the cause of it in the first place.

After discussions with XYZ, we found that the reason for the delay application lies in XYZs newly developed customer, TCL (TCL). As a tiro in the international trade, TCL had to spend plenty of time and efforts on preparing the documents to XYZ. As a result, XYZ failed to meet our cutoff time erstwhile the transactions dealt with were concerning TCL.

DESIGNING OPTIONS: Based on the above evaluation, we launched a team brainstorming session and put forward the following...

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