1. What kind of manager would you expect to say these things if you said you needed some help on a project? Manager 1: Look, I’m really busy right now - could you ask someone else to help you? Manager 2: I can’t help you right now but let’s fix a time to sit down together and go through the problem. Manager 3: Give me the file and I’ll see if I can sort it out for you. Manager 4: Well, that’s what you’re paid for! You sort it out yourself and tell me when you’ve found a solution.

2. Management and conflict styles 1 cae bd

3. Management and conflict styles (Blake & Mouton) concern for people concern for product country clubteam middle-of-the-road impoverishedproduce or perish

4. Management and conflict styles (Bolton & Bolton) responsiveness assertiveness amiableexpressive analyticaldriver

5. Management and conflict styles (McGregor) y x

6. Management and conflict styles (Kilmann) accommodatingcollaborating compromising avoidingcompeting

7. Management and conflict styles (Hersey & Blanchard) participating/ supporting selling/ coaching delegating/ observing telling/ directing

8. Common causes of communication breakdown “I just didn’t understand what exactly it was she wanted me to do.” “I thought he wanted the report this week but in fact there was no rush. I should have checked.” “When he said nothing at the meeting and nodded, I thought that meant he was in agreement.” “She sounded bored by what I suggested in the meeting and then I got this email after the meeting thanking me effusively for my contribution.” What do you think happened in each case?

9. Causes of conflict 1 What would you put these statements down to? “I don’t see how we’re supposed to get the work done - you can’t hear yourself think.” “We don’t see eye to eye on anything.” “She’s always pressurizing me into doing things I don’t want to do.” “He always has time for a word with the others but completely ignores me.”

10. Poor management Unfair treatment Unclear job roles Inadequate training A clash of personalities Poor communication Poor work environment Increased workload Lack of equal opportunities Bullying and harassment Causes of conflict 2

11. Assertiveness techniques 3 14 2 13 23 2 4 1

12. How to read body language

13. Hi Jimmy Thanks very much for your email. Sorry to hear you’ve been having bad weather and have no lions on film as yet. In the circumstances it doesn’t sound like we have any alternative but to extend the shoot another week. So go ahead and stay. I’ll look at the budget and get back to you. But what do you propose if you do not get any lions in the next week? Look forward to hearing from you on this, Fingers crossed, Carl Responding to bad news (suggested answer)

14. Carl: Hello. Jimmy: Carl, it’s Jimmy here. Carl: Oh hi, Jimmy. How’s the filming going? Jimmy: Pretty well, but, look, I’m afraid I’ve got some bad news. Carl: Oh, dear. What’s the problem? Jimmy: Well, the weather’s been awful and we can’t move and we haven’t seen any lions yet. Carl: So what do you want to do? Jimmy: Well, I think we’ll have to extend the shoot another week. What do you think? Carl: Doesn’t sound like we have much choice. Jimmy: So can we stay on? Carl: I don’t think there is an alternative. Jimmy: Thanks. Carl: But email me the extra costs. Jimmy: Will do. Thanks. Giving bad news over the phone

15. Wilson accuses Carla of paranoia and autocratic management. Although the style was appropriate for his first few months in the job, it is now clearly counterproductive, and he suggests that other people in the department are as unhappy as he is. He needs to be given more responsibility and autonomy. Olvea Brasil (suggested answers) Wilson Holden

16. Olvea Brasil (suggested answers) Susan Shipley Susan claims that Vitor is an absentee manager, an ‘invisible man’ who gives her no support. Her problems are personal, not professional, but she recognizes that she needs help and has tried to obtain it from Vitor’s superior. Clearly Susan needs sympathy, help and guidance, which a minimalist manager will not give her.

17. Olvea Brasil (suggested answers) Luigi Tarantini Luigi is frustrated by what he sees as unnecessary supervision from his manager, Isabel, who hopes to get the best out of Luigi by being very participative. She has not understood that with someone as experienced and independent as Luigi, this style is counterproductive. He is an experienced and competent employee who just wants to be allowed to get on with his job.

18. Olvea Brasil (suggested answers) Natasha Gomes Natasha feels she needs more help and supervision from Anthony Middleton. Afraid of conflict, he is reluctant to give Natasha clear instructions or criticism in case she rejects them. She cannot learn to perform well in her job if everything she does is no more than an acceptable compromise.