Reference no: EM133293128

Conflict Management Every morning at the Royal Hotel, during checkout periods, one of the elevators is reserved for bell attendants so that they can efficiently transport luggage from guest rooms to the Front Desk area. Yesterday, Daniela (Front Office Manager) and Matthew (Room Service Supervisor) agreed that Room Service would now have exclusive use of this elevator because the hotel had been receiving a large number of complaints about breakfast delivery delays. Today, Carlos, the General Manager of the Royal Hotel, has demanded to see Daniela in his office. It seems that several guests complained to the Front Desk about having to wait a long time to have their luggage brought down from their rooms. One guest claims to have missed her flight due to the delay. Carlos was furious at Daniela. He swore at her and yelled. "That's the stupidest thing I've ever heard of! How could you do something like that?" He slammed his fist against his desk, "Answer me! How could you do something so stupid?" Daniela turned to Carlos and said to him, "Your behavior is not appropriate for the workplace" and stormed out of his office.

Questions

1. What style of conflict management did Daniela and Matthew use? Explain the management style and defend your choice using at least one specific example from the scenario.

2. What conflict management style might be more effective? Explain the management style and defend your answer using the course material.

3. Identify two destructive approaches that were used in Carlos' interaction with Daniela and explain your answer using specific examples for each.

4. Provide two specific constructive approaches that could be used to resolve the conflict between Daniela and Carlos. Identify the approaches and provide specific examples of how both approaches would be applied.