The manager is asked to resolve a conflict between their boss and an employee, Richard. After speaking to Richard, the manager learns that Richard misunderstood or did not care for what the boss said during a previous visit. The manager emails the boss requesting a written summary of what was discussed with Richard. The manager then emails Richard to schedule a meeting once the summary is received. The conflict is eventually resolved successfully.

1. Hey Manager – clean it up……
Management is easy, yes it is for most. Showing up to fulfill only what was listed in the
job description is a no brainer. Besides if it did not match what you’ve done before you would
not have applied for this job, right? How many of you though, can go further? Further? Yes,
giving your boss what he/she really wants.
Ok, but they did not articulate this in the interview. Also I did not know this situation was
going to present itself. I’ve never had to deal with this before. Ah - conflict resolution - not in the
job description? You should have seen this one coming.
My boss asked me to talk with Richard; he’s no superstar but definitely above average
supervising his department. My boss visited his department last week and Richard was either not
getting what my boss was saying or disinterested. After talking with Richard I realized that fifty
percent of that conversation was not understood by him. The other fifty percent was that Richard
really did not care for my boss too much. Additionally my boss was wondering if Richards’s
personality fit in with his goals for that department.
Ah, conflict resolution. What do I do now? Well, you’re the manager. Now my boss
wants an update from my conversation with Richard. Ok, email time.
Me: Hi Stan, yes I have talked with Richard. He said that when you visited the department, his
morning was filled with resolving issues and he hoped that you did not think that he lacked focus
because he really wanted to understand what you wanted. He asked if I could put your request in
writing so he can meditate on implementing your desires. So, if you could take a moment out of
your busy schedule to reply via email briefly what you shared with Richard, I will schedule a
quick one on one with him and then let you know how we resolved your request.
Me: Hi Richard, I’ve talked with Stan, you are doing well in your department, no outstanding
issues from Stan’s point of view. He has high hopes for your department, but just to reiterate he
is forwarding to me a synopsis of the conversation he had with you via email. As soon as I
receive it, I will meet with you privately today to carry out Stan’s instructions. If you have any
concerns or issues about the next step respond to my email, otherwise look forward to meeting
with me today.
Ok, the Richard and Stan resolution was implemented successfully between coffee breaks and is
long past.
What next?