Reference no: EM132875551
Standardization, process, attention to detail, and uniform adherence to policy are the most difficult concepts for all managers. As a quality insurance director for a home health company, Managers continually finds errors that put the company at risk. More importantly, they put people at risk. There are three shifts and 27 managers. Most follow protocol well, but there are few numbers of managers who have been with the organization for over 10 years who do not. When the process was revamped late last year, these few numbers of managers rejected the changes and instructed their employees to continue charting as they had been doing in the past. This has created a great deal of confusion at shift change, as well as hostility with the other managers, who feel their teams will make errors because information was not charted within the scope of the new policy. The managers who refuse to follow the new charting process admit that they understand what is expected, but they state that the new process is cumbersome, increases error, and obscures vital data. The managers that refuse to comply with the new process are also some of the bests in the organization. They say they are not objecting because they want to avoid change or work. Instead, they detailed a list of problems and risks that they identified because of the new process and gave it to the leaders of the home health company. This put the company in a bind. They had invested $750,000 in the new system and had service agreements for the next two years. However, they could not just dismiss the concerns or risks communicated by the few numbers of managers. The manager position was a nightmare. Everything was impossible to progress because of disagreement and people were at risk.
1. In this scenario what do you think what kind of conflict were presenting among the employees in the organization?
2. If you are the manager what would is the best decision-making model to use in this scenario, and why?
3. To resolve the issues, as a manager what kind of negotiation models to resolve conflict?