The S-TLC system for responding to conflict teaches us to stop, think, listen, and communicate.
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For this discussion, read the scenario below. Put yourself in the role
of Maria and apply the S-TLC system to help her respond to the conflict
appropriately. Be sure to thoroughly analyze the conflict and identify
what Maria’s goals should be. Include the use of I-statements to help
Maria communicate with her boss.
Your initial response should be 250 – 300 words and must be posted by
Thursday, Day 3. Respond to at least two of your classmates’ postings
with a substantial response by Monday, Day 7.
Case Study Scenario
Maria is an account assistant for mid-sized company with three offices
in the region. She has worked in this position for almost six years.
During this time she has worked for several account managers that have
left the organization or has moved to different departments. Maria has
developed a very good working relationship with many of the external
customers and has developed into the “go-to” person at the office for
customer information. Due to the slow economy, sales have been down and
the senior executives have decided to consolidate the three local
offices. Senior management consulted with Maria’s manager, but not with
Maria, when gathering information to make the changes. One of the
results that came from this reorganization included several changes to
Maria’s job description and how customer accounts were going to be
handled. Maria was not happy with these changes and felt that the
changes could also have a negative impact on the customer relationships
that have been formed. She wants to share her frustrations about these
Your initial response should be 250 – 300 words