Reference no: EM133028190
Conflict Resolution at Cool Brands Shoppe
In Los Angeles, just outside of the city and near the beach, is the Cool Brands Shoppe that has some of the latest fashions for men and women. Targeting the 18 to 29 crowd, owner Maddie Gilmore makes sure the store is stocked wit the absolute latest fashions. According to Gilmore, ''we're more than a boutique. We're where you go when you want to have what no one else has. A place where you can show everyone how fashionable you are.'' So far, in the six years she's been in business, the store has been extremely successful, with each year's revenue being greater than the last. In fact, this past years sale topped 2 million.
Employees of the store enjoy working for Gilmore because she's smart and has a strong sense of style. Each employee is encouraged to wear the clothes stocked in the store as Gilmore gives them a 50% employee discount, they are also paid very well. ''She starts you at $20 an hour here,'' said Gracie, one of cool Brand's employees for the last four years. ''But with commission, many of us are making close to $40 an hour.'' Because of the success of the store and the high volume of traffic, especially on weekends, Gilmore added a commission to employees pay last year. It has worked. Consequently, there is very little turnover. Employees simply don't leave.
However, some associated started to feel that some of their coworkers were making more money because of their schedule. Gracie, for example, works the Thursday-through-Sunday shift. This shift is the prime shopping time, and Gracie is frequently the store's top seller. Danica, on the other hand, works Monday through Thursday, often a much slower time frame. She's been with the store for one year according to Danica,''sure, with commission, nowhere near what Gracie makes because she gets weekends.''
Scheduling has been based on seniority. Gilmore feels that employees who have been with her the longest should get the best shifts.
''I started out in retail,''Gilmore said. ''I know it can be very competitive. I took that competitiveness out of the equation by basing everyone's shift on how long they've been with me. If you've been here the longest, you're going to get the best hours, those that are newer gets different hours. We're all making money, so ''it really shouldn't matter too much.'' Gilmore said it also made the process of scheduling that much easier. Because of her years of experience in retail, she knows when the store is likely to have the highest sales. Giving those days associated who have been with her the longest means they won't leave her and go to the competition, and it's a great reward for the loyalty they have shown her.
Two weeks ago, Danica approached Gilmore about the issue. Danica had frequently tried to talk to Gilmore about the scheduling of shifts but Gilmore almost always dismissed her concerns.''Is there any way I can switch with Gracie for a couple of week?''. Danica asked. Gilmore asked her why she wanted to switch, and she replied,''My boyfriend and I are wanting to take a vacation in a couple of months, so I need some extra money.'' Gilmore thought about it fir a moment and said,'I'll get back to you.''
She never did. This kind of response is what Danica typically received from Gilmore on the matter. Early this morning, Danica once again brought up the subject and asked,''Is it possible I can switch hours with Gracie next week?'' Gilmore responded,''Look, Danica you know what the policy is. The policy is whoever has been here the longest gets the best hours.That wouldn't be fair to Gracie, She's been here a lot longer than you.''
''I understand'', Danica said,''But what if we changed the policy? Gracie is never going to leave ,so I'm stuck with these days where I don't make as much money.'' Gilmore nodded her head and said,''well, ask Gracie if she wants to switch. If she says it's ok, the I'm fine with it.''
Danica sighed and did as she asked.''Hey Gracie,Danica said,''Want to switch shifts with me for a couple of weeks so I can make more money for a upcoming vacation with my boyfriend?'' Gracie replied,''No way. I need this money. Besides, If I switch with you, then others are going to want to switch. Soon,I'll be working your shift all the time.''
Danica felt stuck with her commission, she was already making more than she would at any other retail store in the area, but she felt it was unfair that she couldn't get the weekend shift at least some of the time. She knew her frustration would begin to show in the performance of her job.
1. What is the source of Danica's conflict?
2. Why is she experiencing conflict?
3. Which conflict management is Gilmore exhibiting? Explain?