MGMT 409 Conflict Management Resolution by Negotiation Case Study CASE STUDY Just a Question, then… Since 911, heightened airline security has increas

MGMT 409 Conflict Management Resolution by Negotiation Case Study CASE STUDY

Just a Question, then…

Since 911, heightened airline security has increased frustrations for both airline employees and passengers. Passengers have to abide by the ever more rules that airline employees must enforce. For instance, on a flight from Europe to the United States, a simple passenger request escalated quickly. “John Murphy asked a flight attendant about a sign telling passengers not to venture beyond the curtain separating the economy class from the rest of the plane.”, the New York Times reported. “He wanted to stretch his legs and visit his wife seated on the opposite aisle., using the passageway behind the gallery in the plane’s midsection. But when he questioned a flight attendant, on the policy and began recording their conversation using his cell phone, the situation quickly escalated. The flight attendant grabbed his phone, and nearby federal air marshalls intervened.”

The marshalls held him against the wall with his hands behind his back. Murphy said, “ I wasn’t violent. I didn’t use four-letter words. All I did was ask this guy, about the sign on the curtain and they flipped out.”. Afterwards, Murphy wandered about his rights and the rules., such as being restricted to particular cabins and not just bathrooms, as well as the right to video/audio record flight crew. A spokesperson of the Federal Aviation Administration responded that there is no rule limiting passengers movement on planes, but no person may assault, threaten, intimidate, or interfere with a crew member in the performance of the crew member’s duties..”

Questions to Guide You in Developing Your Case Study

What rules for effective listening and speaking were violated in this situation and by whom?
At what point in the Communication Process was there a breakdown?
Why do you think the situation escalated?
What could the flight attendant have done differently to prevent escalation?
What could the passenger have done differently to prevent escalation?
Which of the four key temperaments was most clearly displayed by the passenger? By the flight attendant?

CASE STUDY METHOD:

I Executive Summary
II Statement of the Problem
III Analysis and Discussion
IV Decision Criteria / Alternative

Solutions

V Recommended Solution and
Justification
VI References