EMPR Conflcit Excercise
Storyboard Text
- Kevin(Warehouse Team Lead)
- Joe(Manager)
- Christina(Delivery Team Lead)
- The warehouse is a mess, Kevin. Your team and whatever system you’re using to maintain inventory is making it nearly impossible for the delivery team to stay on schedule. It is starting to get extremely frustrating.
- This is the system we have worked with for years, Christina. Everyone in the warehouse is used to it. I’m not sure what you expect me to do.
- Kevin, if I am able to provide your team with as much advance notice as possible of what items will need to be easily retrieved throughout the week, would that help with the inventory management?
- I can’t see how that would be a bad thing. Let’s give it a shot.
- I can’t deal with any more of Christine’s nagging in my ear. She thinks that by peppering the warehouse with “notice” everything will magically be on time. It just doesn’t work like that.
- The warehouse team is completely useless. It’s like they don’t care about a happy customer at all, and we take the brunt of customer frustration! It seems as though Kevin hasn’t tried to change a SINGLE thing.
- I’ve noticed some ongoing tension between the warehouse and delivery teams. I am concerned that any further escalation will have a severe negative impact on, not only our ability to deliver for our customers but the organization’s morale. I would like each of you to sit down with your respective departments and encourage an open discussion that uncovers the problems that your teams are facing. I will arrange another meeting later in the week where the three of us can find a way to best address the issues at hand, together.
- Meet Our Characters!
- I understand that there can be a lot of pressure to get our shipments together on time. Are there any issues that you think could be affecting our productivity?
- It can be really frustrating when a shipment deadline is approaching and we can’t seem to find what we need to get it out on time. Do you have any suggestions on how we could try to manage these shipments without fully relying on the warehouse department?
- Tension and poor communication between Kevin (and team) and Christina (and team)
- I understand why you’re frustrated, it can be very stressful when we feel that our job is made harder by the performance of others and we feel that we don’t have any control over the situation.
- Joe monitors the conflict, while Kevin and Christina attempt to work things out
- It’s always hard to change work habits, especially when you’ve been using the same structure and routine for years. Making sure that your team is productive is a challenging but necessary goal that I’m sure we can all reach together.
- Communication begins to break down
- We have to remember that we share the same goal; to make the customer happy by getting their shipments to them on time. Let’s find a way that we can achieve our goal by collaborating and finding a solution that benefits both of you as well as your respective departments.
- The conflict escalates - Joe witnesses two teams talking behind one another’s backs
- Joe asks both departments to have a full meeting within each to discuss the root causes of the issues.
- *1 month later*
- Thanks Joe. Things have been going great so far, and my team is looking for even more ways we can improve the process!
- After my meeting with Christina, I wanted to ensure you were also on the track to success and content with the current inventory system.
- Both Christina and Kevin hold a meeting with their departments to discuss the problems that they’re facing that affect their ability to work together.
- Joe holds a meeting in his office with Christina and Kevin.
- Joe uses paraphrasing and empathic responses to show Kevin and Christina that they’re being heard.
- Joe addresses the solution with an interest-based approach.
- Joe continues to monitor the team's transition to the new inventory system.
- To avoid future conflict, Joe holds monthly meetings with both team's leads to reduce the chance of miscommunication, review progress, and address any concerns.
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