This paper explores the problems and their solutions arising in a health care environment during conflict management.

The case provides a good opportunity for the application of a number of theoretical concepts surrounding leadership, power/influence, motivation, corporate culture and conflict. Start with the HSS, In 1999 ten software engineering students found Hospital Software solution(HSS) when Ontario hospitals were facing challenges during integrating technology into their operation. This paper points out some problems faced by new employees when they enter in to the corporate world and they are assigned a work outside their job description. It also analyses the conflicts arises between managers and employee due to lake of communication and inappropriate office culture. Here the story of a employee, Natalie MacLachlan, a conscientious student of honour business management programme had joined a company in which she has been given a position for which her skills were not suitable and after entering in to company she had been given the tasks which are not under her job description and still she had try her best to manage those tasks very well but then also just got the label of office slacker by her superiors and finally got in to frustration. Key words: Conflicts, Customer care team leader, Hospital software solution, Project manager Although MacLachlan was conscientious student and high achiever, there were some reasons that led her in this situation. She was a high achiever in Richard Ivey School of Business, one of the Canadas most respected business schools. She had strong academic performance and extensive community involvement in high school as well as in college. She had achieved various scholarship and awards during her college life. She also had a skill like team management, problem solving skills and still she was down to earth, articulate, dependable, ambitious and even tempered. So she had all kind of basic qualities required to do well in any organisation. Instead of this positive points for MacLachlan there are various reasons which leads her in this situation. First and one of the important reason was that she was a business management student so she wanted to work as a project manager for a company that would give her a position with a significant amount of a responsibility and would provide opportunity for advancement within the organization but suddenly the company has changed the position and recruited her as a customer care team leader for which she has no experience at all so she was upset about position from beginning. The other reason for this situation was that she refused the request to start work early when the office was short-staffed and the client was complaining about complicated software installation. This refusal at the beginning had spoiled her image against company managers and it changed the

attitude of superiors towards her throughout her performance. Another bad news for her that Marcus Nardi, her new manager and one of the team member of her panel interview who was impressed by her interview was fired three weeks before her joining. Company had given her work of data entry and data cleanup which was quite different from her field of study and she also did not get training so it also lead more towards frustration as she was expecting to learn about leadership in customer care. To add to her troubles, in the course of her data entry, she had found problems with the way some of the system processes had been created by the programmers. These processes were unrelated to the data she was entering, but they still affected the computer system as a whole. One of her manager Chow also disappointed by the way she manage data entry and he also remind her to follow the HSS's data entry procedures. After some times when MacLachlan found it difficult to work with Worthington, She would avoid her whenever possible and she preferred to work with Chow. This was also a reason for conflict between them because April was her boss not Chow. Culture of the company also influenced MacLachlan's experience at HSS. Everyone is concerned with his work only and there is infrequent interaction between employees. Most staff communicates through instant messaging on computer and there were few team meetings. Employees receive company strategies through monthly newsletter. Furthermore, she couldnt get training as her managers are busy with many outstanding projects awaited for completion. Moreover due to lake of space, her desk was near the programming staff area, on the other side of building from rest of the customer care team so she lost contact with the customer care team members with whom she supposed to work as their leader. She had started working from her home and her absence was noted in the office which further spoiled her image in front of company manager and screwed up her relationship with her new manager April Worthington who supposed to be her immediate boss. These all conditions had lead her in to conflicting position with two bosses and labelled her as a bad employee. MacLachlan took some step to fix this situation. For this she choose the best time and location, a town hall meeting where all non-management staff will present. Natalie had decided to raise her concerns and put her ideas to improve workflow at company in front of company president David Croydon. She had raised the concerns about the system processes making sure not to blame anyone and she had not voiced about her frustrations and conflicts against president in town hall meeting. She try to resolve conflicts between her and April Worthington by scheduling the meeting and at the same time she also want to include Densmore who had developed the position. When Maclachlan

found difficult to work with Worthington because of her nature she tried to avoid it and involved more in work with chow. If I was in place of Natalie then I would try to resolve this kind of situation as early as possible. The good things is that by resolving conflict successfully, you can solve many of the problems that it has brought to the surface, as well as getting benefits that you might not at first expect. First of all I never refuse to start work earlier as it is the best opportunity to show how much dedicated you are to your work after all it is the first step in your career how can one think about travel plan when there is golden opportunity to prove yourself. If I am given the new task which is not under my skill I always welcome those task because I will learn something new from that tasks and get a new experiences. I would like to learn the new things rather than complaining about it and if it is totally new for me then I would like to learn it from my supervisors and co workers. So believe that do not avoid the conflict, hoping it will go away. It would also be beneficial to involve a third person during conflict management. Concepts used: 1) Mintzbergs Managerial Roles 2) Attitude: Cognitive, Affective & Behavorial 3) Job Attitudes: Satisfaction, Involvement, Organizational Commitments 4) MBTI Model 5) Person- Job Fit 6) Effective Events Theory