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Deliverable length:

Group Project Forum: 2-part response forum (see assignment details)

Individual Portion: 1–2 pages word document, 150-word summary of research methods and resources used

Group Portion: 12–15 PowerPoint slides

Course Objective(s):

  • Recognize and manage conflict situations
  • Begin to develop a leadership style


Elizabeth was a recent college graduate and was quite pleased to be asked to be a part of the development team of new reservation software for her company. Because the development project was long-term, but her workload from day to day might change, Elizabeth was placed in a satellite reservations office that was short staffed, with only four employees doing the work of six. Nervous about being new in the face of several long-term reservations professionals, Elizabeth arrives early for her first day in the new office and sets up her desk.

After a few weeks, Elizabeth no longer enjoys her job and wishes she had never taken it. Her coworkers, all much older than she, will not speak to her. She must be careful to lock her computer with her password when she leaves her desk, or someone will send an inappropriate e-mail from her account. She cannot bring her lunch because she has been locked out of the office refrigerator. Her time in the restroom is tracked, and she often returns to find that her chair, a photo from her desk, or files have been taken and hidden. One day, asked to help with making calls to confirm hundreds of VIP reservations, Elizabeth erupts in anger and storms out of the office. She goes to the main reservations office to find her boss and tell her about the conflict.

This scenario is based upon an actual conflict that occurred in the reservations department of a large hospitality company. Elizabeth did not know that her new coworkers had all interviewed for the position that she had taken, and many of them had been with the company in their role for more than 20 years. They were told that a 4-year college degree was a requirement for the job, something none of them had. Though none of the employees knew Elizabeth personally or even knew of her experience and qualifications, they were angry and frustrated. They expressed this in their actions to belittle, humiliate, and harass Elizabeth. These actions created frustration for Elizabeth, who had trouble concentrating on her work. Her outburst in the office was the manifestation of her frustration. The conflict between Elizabeth and the rest of the office is now dire and impacted the office’s work, as well as guest service and the software project.

Group Project ForumThis Discussion Forum is an area for the completion of your group project, both individual and group components. In addition to general discussion of the group, there are requirements as outlined below to demonstrate group participation of each member.

While the forum is used for general discussion and collaboration, the following two sections must be completed to receive credit. Your participation in this forum is directly related to the grade you receive in the group project.

Part 1: Group Member Posting – must be posted in the forum 4 days prior to the assignment due date.

Part 2: Project Summary Posting – must be posted by the assignment due date.

Part 1:

Group Member Posting: Within the Discussion Forum area, post the following:

  • Students are required to post to the forum their individual portion of the group project. This individual portion will demonstrate the student involvement and will be incorporated into the student’s grade.

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