Read the given situation and answer the following questions.

Bob’s managerial skills l eave some to question whether or not he can handle the position, especially since he is so young and fresh out of school.” Hack: (Shouting) “Alan, stop talking and get back to work. Theresa, we need some supplies up here. I am out of vials and child resis tant caps to fill prescriptions.” Still upset about the morning events, Theresa gives Alan a crooked smile and approaches the pharmacy counter where Jack is busy checking prescriptions. MGT 4104 Conflict Management Assignment 1 Spring 2020 Page 4 Theresa: (=n a snappy tone) “The bins would be full with supplies if you would have arrived to work on time. Right now that isn’t my job. = am a senior technician around here. Let another less experienced technician like Louise refill the supplies. Plus, you have no authority over me so you can’t tell me what to do.” Jack is furious but realizes that Bob has never given him any authority to discipline the staff. He obtains the needed supplies himself and decides he will need to speak with Bob. Bob, the pharmacy manager, shows up early for his afternoon shift. He often does this to utilize the coverage provided by Jack in order to take care of certain managerial duties required of him. Bob greets every associate, ensures that he is not currently needed and then goes to his office to make phone calls. Theresa follows him into the office. Theresa: “Hack was late again this morning and = had to deal with some very upset patients including Mrs. :enderson while he drank his coffee!” Taken aback by Theresa, Bob drops his paperwork on his desk and flops into his chair. Bob: “What do you mean he was late again? = wasn’t under the impression that Hack has been late for his shifts. What time did he get here?” Theresa: “9:15 and = had to deal with impatient customers waiting for him to arrive. = also want you to know that I am applyin g for a transfer to another location. I cannot handle the stress this man puts on me. I do not get paid enough to deal with problems caused by other employees, especially when the other employee is a pharmacist. I thought you guys (Pharmacists) were profes sionals.” Bob: “We are professionals and = will speak with Hack about his tardiness. Theresa you are a valuable associate of this pharmacy and I do not want you to leave. Our patients rely on you and trust you. Please reconsider the transfer. Just give me one week and I will have the situation under control, = promise.” Theresa: “Well, = don’t understand why you feel it is important to deal with the problem now. I guess it takes me to threaten to leave before you handle problems. I have told you Jack has been late before and nothing has happened.” Bob: “= am sorry. = was not under the impression that it was a chronic occurrence. = just figured that he got stuck in traffic or something, but this obviously is a huge problem. I am very aware of the situation now and = ask you to give me one week to resolve the situation.” Theresa: “Ok, = will give you one week. =f he is late again next week, = will process my transfer.” Bob: “Thank you; = will have a conversation with Hack.” Theresa leaves Bob’s office fee ling partially satisfied. She really doesn’t want to leave this store since she has been here for over 7 years, but she is tired of Jack and wants to see what Bob will do. She’s had several managers before during her tenor, but Bob is the youngest and she is curious as to how he will respond to the situation. MGT 4104 Conflict Management Assignment 1 Spring 2020 Page 5 Bob is concerned that Theresa will leave. She is vital to the pharmacy and he would hate to lose such a valuable associate. However, he realizes that she can exaggerate and decides to investigate Jack ’s tardiness. :e places a call to the alarm company and requests a report of when the alarm has been deactivated in the mornings. Afterwards, he runs a report to see when Jack has logged onto the computer system. This will give Bob a clear idea of when Jac k has been opening the pharmacy. Bob decides to wait to speak with Jack until tomorrow since it can take up to 24 hours for the alarm company to fax him the report. Since it is now 12pm, Bob leaves his office to relieve Jack from his position so he may go to lunch. During Hack’s lunch, Bob has an upset patient who requests to speak with only him. Bob approaches the customer who is dressed in dirty jeans and a raggedy t -shirt. Customer: “:ello, my name is Ted Smith and = am a customer of SaveCo pharmacy do wn the road. = don’t know if you can help me but = need a refill on my Xanax (Antianxiety medication) and the pharmacist at the other store said it was too early. I had to take a couple more pills than my doctor prescribed, since I was robbed at gunpoint l ast week. Can you help me get a refill?” Bob: “Ok, give me a few minutes to make a phone call” Customer: “Thank you, = am grateful for at least that. The other pharmacist wouldn’t even talk to me about it. She just sent the technician over to tell me the prescription was too early to refill.” Bob calls Drugmart’s competitor SaveCo pharmacy to discuss the customer’s refills and transfer the prescription. He is put on hold and after waiting for 20 minutes, the pharmacist finally answers. SaveCo: “Pattie, the pharmacist, how can = help you?” Bob: “:i, this is Bob from Drugmart pharmacy. = need to transfer a Xanax prescription for Mr.

Ted Smith.” SaveCo: “Oh, of course Mr. Smith would go to your pharmacy. = refused to refill his Xanax early so why would you want to refill it?” Bob: “Well Mr. Smith was a victim of burglary and he took a few extra tablets to ease his anxiety which is understandable in his situation. I feel that the refill is not that early and would like to get the information from you.” SaveCo: “Well if you can sleep at night filling drugs for addicts than go ahead. = won’t have that on my conscience. =t’s all yours.” Bob: “Why do you think that? Do you have reason behind your opinion that Mr. Smith is drug seeking?” SaveCo: “Yeah, look at how he is dressed. Hust looking at him should answer your question!

Ok, you have all the information to refill the prescription; I have other p atients to attend to.” MGT 4104 Conflict Management Assignment 1 Spring 2020 Page 6 Bob: “One quick question, did you ask Mr. Smith why he was refilling his Xanax early or did you assume he was just drug seeking?” SaveCo: (Condescending voice) “= have been doing this job long enough to spot an addict and my job is n’t to discuss their problems, my job is to fill prescriptions. = do not have time to listen to everyone’s pity story. = get paid to fill prescriptions and that is what = do.” =n disbelief of the pharmacists’ impression of Mr. Smith just by his appearance , Bob hung up the phone and submitted the prescription to Mr. Smith’s insurance company. The insurance company authorized the claim since it was not considered an early refill and Bob dispensed the medication to a grateful patient after proper documentatio n of the situation. After the ordeal with the other pharmacist, Jack returns from lunch and Bob goes to his office to make some phone calls. Theresa goes on her lunch break while Alan and Louise fill prescriptions. While replacing stock bottles to their p roper locations, Alan realizes he is starting to feel a migraine develop. He candidly goes to the Tramadol 50mg (pain medication) stock bottle, removes one tablet and pops it into his mouth. As the day progresses, Bob begins to file the staff’s time cards . The technicians are required to clock into the computer system. He notices that over the last few months, Louise has been consistently 10 to 15 minutes late for her shifts. He decides to speak with her before the end of Hack’s shift. Bob: (Yelling from his office) “Louise can = see you in my office for a few minutes?” Louise reluctantly walks back into Bob’s office. Bob: “= need to speak with you about being late. = have noticed that you have been 10 to 15 minutes late for your shifts. I am giving you a first written warning and if you continue to be late then I will write you up one more time, followed by suspension and eventual termination.” Louise: “Nice, = am written up for being late while Alan is allowed to help himself to prescription drugs whene ver he has a headache. That seems really fair.” Bob: “What are you talking about?” Louise: “Well, bottom line is Alan steals and you write me up for being late. = was under the impression that theft was grounds for termination, not tardiness.” Bob: “Lou ise I was not aware of this situation. I will look into it, but I am discussing your tardiness at the moment. Please focus on getting to work on time. That is all.” Louise storms out of the office, mumbling something under her breath. Bob is well aware that Louise and Alan do not get along. There have been several incidents in the past where the two have had verbal arguments. Never the less, this is a serious accusation and Bob must investigate this as well. It was a shock to Bob that he was offered the p osition of pharmacy manager at such a young age. :owever, he was pleasantly surprised and didn’t hesitate at accepting the position. :e MGT 4104 Conflict Management Assignment 1 Spring 2020 Page 7 understood this pharmacy had some issues but he wasn’t ready for this. After being there for 4 months, he wasn’t sure if everyone was just testing him or the issues were finally coming to a head. Bob’s thoughts were interrupted with a knock at his office door. Hack: “= am leaving for the day, are you coming out to staff the pharmacy?” Bob: “Yes Hack, =’ll be there in a mi nute.” Hack: “Ok Bob. :ey can = have a few minutes to speak with you tomorrow?” Bob: (Exhausted tone) “Sure, what about.” Hack: “Hust something = have been meaning to speak with you about. We will discuss it tomorrow. :ave a good night.” As Jack was tal king, the fax machine was beeping. The facsimile from the alarm company was printing and Bob thought to himself, “Yes, we will have plenty to discuss tomorrow Hack.” The following day, business was as usual including Jack being late. Theresa pointed the f act out to Bob as he walked through the pharmacy doors. Theresa: (=mpatiently) “Bob, remember what we talked about yesterday, it happened again, one week is all you’ve got.” She then went into the back storage room to sign for the daily warehouse order. Hack: “What was that all about Bob?” Bob: “Nothing of importance at this moment.” Hack: “So do you have a minute to talk?” Bob: “Not yet Hack, = have a conference call with corporate then some paperwork to fill out.

:ow about this afternoon? Before you leave?” Hack: “Sure that’s fine.” Hack was frustrated that Bob didn’t have time for him at that moment but decided to wait. The pharmacy ran smoothly that day. Bob investigated Louise’s accusation that Alan was stealing. :e didn’t want to have to deal with an associate who was stealing, let alone it being Alan. Unfortunately, his fears were confirmed by watching the video fro m the stores camera system. He knew what he had to do and contacted corporate loss prevention department and set up a time for them to interview Alan together. Before his shift ended, Jack went to speak with Bob in his office. Hack: “Ok = can’t put this of f any longer. I want to discuss with you my authority in this pharmacy. Yesterday, Theresa made a comment that I have no authority to tell her what to do. I am a pharmacist and I feel that she should have to listen to my requests. All I wanted MGT 4104 Conflict Management Assignment 1 Spring 2020 Page 8 was for her to refill supplies. That was not an unreasonable request. Also as the pharmacist who works with them the most, = would like to have a say in the evaluation of the staff.” As Jack was speaking, Bob crossed his arms in front of his chest and leaned back int o his office chair. Bob is dealing with many issues and he was not in the mood to listen to Jacks complaints. Bob interjects impatiently. Bob: (Raised Voice) “Well, when a pharmacist can’t be on time to work why would an associate who is on time want to l isten to that pharmacist? Also, why should you have any authority or say in the staff’s evaluation?” Hack: “Goodness, = didn’t think that was an issue. My daughter has recently been very sick and I have been late because I visit her in the hospital before work. You know my daughter is sick.” Bob: “No excuses. :ere is documentation of your tardiness and a warning not to be late again if you cherish your job.” Hack: “What, did you not hear me? = visit my daughter at the :OSP=TAL before work. That is why I am late.” Bob: “We are done here. Go home and don’t be late tomorrow.” Stunned, Hack storms out of Bob’s office furious that Bob didn ’t even take the time to listen to what he was saying. Bob doesn’t even have an ounce of compassion for his situation. QU ESTION: 1. Evaluate five different types of conflict that occurred at the pharmacy for their impact on organizational outcomes. (5 x 3 = 15 marks)