Conflict Resolution at Uptown Conflict resolution is a skill that is often used by managers, especially those in the human resources field. A manager must have the ability to choose the most appropriate and most effective conflict resolution strategy while also attaining organizational goals. In this exercise, please read the mini-case and answer the questions that follow. Chen is a manager in the human resources department at Uptown Creative Agency, a large advertising firm serving the large metro area where you live. Chen must visit two artists in the creative department of the organization. The artists are experiencing conflict on decisions for a large client's advertising strategy, and time is running short before the client will go to another agency if Uptown does not deliver. Chen knows that the two artists who are in conflict refuse to move forward with each other's strategy. Jarrod has been at Uptown for seven years and is a respected artist who has won many client accounts. Nassar won many awards in his graduate art program at the local university, and is well regarded at Uptown after only one year there. Now the two artists refuse to talk because each insists his ad strategy should be presented to the large client they share. The client's executives have clearly stated that they only want one unified strategy presented, not separate ones from which they have to choose. Jarrod believes a refined strategy with muted colors will reflect the client's sophistication and please its current clientele. Nassar promotes that a bold strategy with "loud" colors will attract a new clientele and "pop" on outdoor ads. Chen has been directed by her bosses to resolve this conflict now, consolidate into one strategy, and retain this valuable client. Chen knows that the artists respond well to compliments. She could probably meet with Jarrod and Nassar, praise the various elements of their work and at least get their attention. However, to get the two to agree on one strategy is another issue. Chen also knows that her role as manager means she could force the artists to reconcile with the threat of punishing or firing them. Was that tactic worth possibly losing one or both of the agency's best artists, though? Chen is not sure. Another option would be to offer each artist his choice of next projects once they resolve their differences. The ability to choose a project to work on is a coveted one at the agency since most employees are simply assigned their jobs for client-based work. Chen worries somewhat, though, that if she offers Nassar and Jarrod a deal, they will expect another deal every time there is conflict. She may not be able to offer this again. Uptown Creative Agency uses a team environment, and Chen knows the teams are more than just work colleagues, but are friends as well. Chen thinks perhaps if Jarrod and Nassar consider how they are hurting their teammates and their goals to meet the client's needs, they may reconsider. In addition, perhaps the artists would allow others on the team to weigh in their opinions to help settle the dispute. References Case Analysis4. Conflict Resolution at Uptown 1.value: 2.00 pointsRequired information 4a. Should Chen use her position to threaten the artists so they ... Should Chen use her position to threaten the artists so they will reconcile? A likely response to using pressure as an influence tactic is collaboration. resistance. internalization. References Multiple Choice4a. Should Chen use her position to threaten the artists so they ... 2.value: 2.00 pointsRequired information 4b. In order to get the artists' highest commitment to the task ... In order to get the artists' highest commitment to the task, what should Chen use as an influence tactic? Rational persuasion Exchange Personal appeals References Multiple Choice4b. In order to get the artists' highest commitment to the task ... 3.value: 2.00 pointsRequired information 4c. Team members could try to influence Jarrod and Nassar by ... Team members could try to influence Jarrod and Nassar by expressing how important the project is to the team, their careers, and their professionalism pride. This is called ingratiation. exchange. inspirational appeal. References Multiple Choice4c. Team members could try to influence Jarrod and Nassar by ... 4.value: 2.00 pointsRequired information 4d. If Chen wants to use logic and a discussion of pros and ... If Chen wants to use logic and a discussion of pros and cons to find a solution with the artists, what influence tactic might she use? Rational persuasion Ingratiation Exchange References Multiple Choice4d. If Chen wants to use logic and a discussion of pros and ... 5.value: 2.00 pointsRequired information 4e. Rational persuasion will be more effective if the team ... Rational persuasion will be more effective if the team members can produce a proposal that the artists perceive is important and feasible. important and ingratiating. ingratiating and inspirational.