Integration Case 9.0 the Donor Services Department

The main issue in the Donor Services Department is one of reduced efficiency and

productivity. While conflict is a cause of this challenge, the end result is a department that does

not run as smoothly as it can and is not as productive as it should be. Efficiency and productivity

are important. However, accuracy is also crucial, as funding rely on the number of enrollments.

Those who track enrollments and document the processes must be able to produce high quality

work that is accurate and do so in a timely manner, so that numbers remain current.

Regardless of why the conflict exists, it reduces the effectiveness of a department and the

friction of conflict can lead to distractions and errors. To reduce conflict, the department must

develop a program that involves all staff, to address the conflict issues. To do this, Joanna must

first find out why the conflict exists, so she can provide an accurate assessment of the situation

and make recommendations that address the specific issues. To conduct a thorough analysis,

Joanna must first review job descriptions for workers and gain an understanding of what each is

expected to do. She can then research the situation using different approaches. Joanna might

speak with each worker individually, observe the group of workers and note findings and

impressions and conduct qualitative research surveys of all workers in the department. Karen

Jehn (1997) recommends observation as a useful tool to “develop a typology of conflict by

demonstrating the connections between perceptions and actual behavioral displays of conflict.”

This type of research will provide Joanna with a better picture of the specific types of conflict

or the specific issues that lead to conflict.

Intergroup conflict in the Donor Services department occurs for many reasons. While

workers may all have the same understanding of what needs to be done and why, they may...