Wouldn't the world be a boring place if everyone thinks the same way and agrees with everything someone else says? I believe at some point of our lives we are bound to have some conflict with someone. However, we do learn a lot more about others through conflict.
The story of an example of interpersonal conflict comes from an American reality show called Hotel Hell. In this series, Gordon Ramsay visits various struggling lodging establishments and attempts to reverse their situation. What struck me after watching a few episodes was that most of these struggling lodging establishments problems were actually due to the breakdown of communication between the employer, employees and the guests.
Ken is the owner of River Rock Inn. When he purchased the hotel two years ago, his grand vision was to transform this hotel into his dream inn. However, his inn is barely making ends meet and guests have described their stay as uncomfortable and unpleasant. The staff are competent and experienced in their field, but why is it that the inn is barely surviving?
Gordon then discovers out that Ken likes to micromanage. Ken controls everything from the restaurant menu to the pens in his office. His head chef Seth has no control over the restaurant. The menu items and the way the dishes are prepare are all dictated by Ken. This leaves Seth struggling to keep up with the wide variety of dishes that are not of his expertise. Notes such as "Don't take my pens - buy your own" and "If you eat those cookies, take one to your next job interview" are found everywhere on Ken's stuff. These signals to the staff that Ken is in charge and everything needs his approval.
Upon gathering his employees, Gordon discovers that there is a communication breakdown between Ken and his employees. His employees feel that he is deflating them, stripping them of their confidence. Ken, watching the conversation from another room joins them later. He then realizes how his management style and behavior is affecting his staff. He apologizes for his nasty behavior and promises to change.
Sensing that Ken is willing to change for the better, Gordon invites Ramesh, the Vice President of Hotel Operations at Caesars Palace in Las Vegas to give them lessons on hospitality. Ken fails miserably on greeting guest. However, Karen, the Assistant Innkeeper, excels at welcoming guest. Ken then realizes that he needs to let his staff run the show as they are capable.
If you are one of the employees of Ken and imagine if Gordon wasn't there to intervene, how would you let Ken know that you can manage your own job? Bear in mind that you cannot offend him. Afterall your pay check comes from him.
Hey Dwayne!
ReplyDeleteThe interpersonal conflict you chose to blog about was really interesting to read about! And then again this week’s post takes the form of a narrative and I guess I’m just the kind of person that likes to read stories.
In response to the question you posed to your readers, I think the best option left would be to confront Ken about the issue at hand. Although this is easier said than done, it would probably be the least rebellious way in which to highlight the problem to him. I would definitely avoid adopting an accusatory tone, in fact I think I would try and open the conversation by asking Ken about his initial plans for the inn, in hopes that this might remind him of the passion and zest that he once possessed for the betterment of the establishment. Subsequently I would try and enquire about his lack of confidence in his employees, and gently remind him that all of us are skilled and capable individuals. I would also remind him that if he chose to employ us, he must have seen some potential in us and should give us a chance to prove our worth. I would back this up with evidence from employees’ daily work, so that Ken wouldn’t see my speech as mere empty talk but rather as a solid and concrete argument. I would end off by assuring him that all the employees would want to help him realise his vision of making River Rock Inn THE inn. This might encourage Ken to place more trust in each of his employees.
Of course, another solution would be to go against Ken’s orders and do things in a way I felt was the most optimal and hope that Ken would indirectly recognise my abilities. However I’m sure you’ll agree with me that this is far from ideal because this fails to go to the root of the problem. In fact, it only serves to further exacerbate the lack of communication that is already plaguing Ken’s business.
I hope my solution doesn’t jeopardize my paycheck!
Hi Gail,
DeleteThat's a great way to help Ken. By not damaging his pride and letting him know that everybody is there to help will certainly help with this conflict. Thank you for your comments.
Thanks, Dwayne, for this very entertaining post. I like the way you've referenced an episode from Hotel Hell, and your retelling is very clear and concise. What a fine summary! You also present a clear question, one that can be easily dealt with.
ReplyDeleteMy only criticism is on your language use. Please consider these examples;
1) Wouldn't the world be a boring place if everyone thinks the same way and agrees with everything someone else says?
>>> Wouldn't the world be a boring place if everyone THOUGHT the same way and agreeD with everything someone else SAID?
2) discovers out >>> discovers
3) the dishes are prepare >>> the dishes are prepareD
4) These signals >>> ?
5) his management style and behavior is affecting >>> ?
6) Ramesh, the Vice President of Hotel Operations at Caesars Palace in Las Vegas >>>
Ramesh, the Vice President of Hotel Operations at Caesars Palace in Las Vegas, ...
7) Ken fails miserably on greeting guest. However, Karen, the Assistant Innkeeper, excels at welcoming guest. >>>
???
8) If you are one of the employees ... >>> ??? (hypothetical/ unreal conditional)
None of this should take away from your fine effort. Now let's see if you can get more feedback.
Hi Brad,
DeleteThanks for your feedback. Here are some of the corrections. I hope it is better.
4) These SHOWS that Ken is in charge and everything needs his approval.
Thank you.
5) his management style and behavior ARE affecting THE MORALE OF HIS STAFF
7) Ken fails miserably on greeting guest. However, Karen, the Assistant Innkeeper, excels at welcoming guest. >>>
During a test on welcoming guest, Ken fails miserably but his assistant innkeeper, Karen excels at it.
8) If you are one of the employees ... >>> ??? (hypothetical/ unreal conditional)
If you were to face a similar situation,
Hey dwayne,
ReplyDeleteIf I'm one of the employees in the inn, I think I would have tried to obey all his order at the start to gain his trust first. Then, I will try to make small modifications in the task that I was assigned and show him that his method is great but with some modifications it can be perfect. I think sometimes it is important to compliment your boss to make them feel good and improve their impression on you thus making communicating with them easier. However, the compliment should not sound like you are trying to bootlick.
The reason why we have to beat around the bush to show our boss that we can manage our job without their constant intervention is that most bosses do not like to be 'told off' by their employees. Furthermore, in the case of ken, I think he is the arrogant type of boss who always think that he is right and hate others going against them. Hence, having a direct conversation with him about the issues will only make him think about firing you instead.
Michelle
Hi Michelle,
DeleteThat is a good way to slow gain the trust of Ken. It is a slow but sure way of getting the message across. I agree that we need to be sensitive towards Ken's pride and your solutions does handle that well.
Thank you for reading and your comments.