Instructions: Answer ALL questions from this section: CASE STUDY Cynthia has just been assigned to the Training Department as one of two (2) Senior Training Officers. They are required to work together in supervising a team of 10 intern trainers. She is excited at the prospect of working in a new department, and not to mention the added fringe benefits and increased salary. Cynthia was disappointed, however, when the Head of Department, Dr. Brown, indicated that she will have to share office with Marriott, the other Senior Operations Officer, as there is a space constraint in the company at the moment. The office had two desks, fully equipped with computers, printers and telephones. There was also a communal worktable and a small refrigerator. Cynthia began her new role, but after the first week of sharing an office with Marriott, she was beginning to feel uncomfortable. Marriott was very self-centred and often insists on playing his music as he says it inspires his creativity. Marriott often delegate responsibility to Cynthia and seldom listens to her ideas or thoughts. Marriott also speaks loudly on the phone and Cynthia is often subjected to hearing his conversations. Being new, Cynthia was not sure how to approach Marriott. She had tactfully asked Marriott, on several occasions, to lower his music and phone conversations; however, he seemed not to have taken her seriously, and persisted; showing no regard for Cynthia's requests. She had even written a number of training proposals and sent it to Marriot who ignored her suggestions for improving their systems. In working with the interns trainers, Marriott often dominated the discussions and subtly belittled Cynthia ideas. He was often very friendly with the female interns who would sits on his desk and make small talk during work hours; which made her very uncomfortable. Additionally, the tasks and responsibilities of the department were being neglected. Cynthia tried to identify the shortfall; however, Marriott thought she would worry unnecessarily. Consequently, Cynthia's work had fallen behind and she must now resolve this matter once and for all. Cynthia has unwillingly brought the matter to the attention of De. Brown. Using good conflict resolution and negotiation skills and language, assist Dr. Brown in working through Cynthia and Marriott's issues, and arrive at a plausible and amicable resolution to the problems that Cynthia was experiencing, and to increase the productivity levels of the Training Department. 17/08 The Council of Community Colleges of Jamaica Page 2 Questions A. Define the term conflict. (I mark) B. Analyse the conflict being experiences using the FIVE (5) stages of a conflict. (10 marks) C. Identify and explain the negotiation role that Dr. Brown would play in such a situation. ( 5 marks) D. Propose a solution using at least FIVE (5) conflict negation techniques, propose a plausible intervention that would amicably resolve the situation. (9 marks).

1. Instructions: Answer ALL questions from this section: CASE STUDY Cynthia has just been
assigned to the Training Department as one of two (2) Senior Training Officers. They are
required to work together in supervising a team of 10 intern trainers. She is excited at the
prospect of working in a new department, and not to mention the added fringe benefits and
increased salary. Cynthia was disappointed, however, when the Head of Department, Dr. Brown,
indicated that she will have to share office with Marriott, the other Senior Operations Officer, as
there is a space constraint in the company at the moment. The office had two desks, fully
equipped with computers, printers and telephones. There was also a communal worktable and a
small refrigerator. Cynthia began her new role, but after the first week of sharing an office with
Marriott, she was beginning to feel uncomfortable. Marriott was very self-centred and often
insists on playing his music as he says it inspires his creativity. Marriott often delegate
responsibility to Cynthia and seldom listens to her ideas or thoughts. Marriott also speaks loudly
on the phone and Cynthia is often subjected to hearing his conversations. Being new, Cynthia
was not sure how to approach Marriott. She had tactfully asked Marriott, on several occasions, to
lower his music and phone conversations; however, he seemed not to have taken her seriously,
and persisted; showing no regard for Cynthia's requests. She had even written a number of
training proposals and sent it to Marriot who ignored her suggestions for improving their
systems. In working with the interns trainers, Marriott often dominated the discussions and
subtly belittled Cynthia ideas. He was often very friendly with the female interns who would sits
on his desk and make small talk during work hours; which made her very uncomfortable.
Additionally, the tasks and responsibilities of the department were being neglected. Cynthia tried
to identify the shortfall; however, Marriott thought she would worry unnecessarily.
Consequently, Cynthia's work had fallen behind and she must now resolve this matter once and
for all. Cynthia has unwillingly brought the matter to the attention of De. Brown. Using good
conflict resolution and negotiation skills and language, assist Dr. Brown in working through
Cynthia and Marriott's issues, and arrive at a plausible and amicable resolution to the problems
that Cynthia was experiencing, and to increase the productivity levels of the Training
Department. 17/08 The Council of Community Colleges of Jamaica Page 2 Questions A. Define
the term conflict. (I mark) B. Analyse the conflict being experiences using the FIVE (5) stages of
a conflict. (10 marks) C. Identify and explain the negotiation role that Dr. Brown would play in
such a situation. ( 5 marks) D. Propose a solution using at least FIVE (5) conflict negation
techniques, propose a plausible intervention that would amicably resolve the situation. (9 marks)