The S-TLC system offers an excellent framework for managers like Maria to resolve conflicts successfully. According to the case study, Maria's problem is that she was not consulted as a manager, which then saw her job description affected adversely. She is not happy with the changes; therefore, her goal is to ensure her roles and responsibilities were retained to maintain a good customer relationship. Maria should follow the principles of the S-TLC system when resolving the conflict.
STOP: The first step is to stop and take time out. The purpose of the step is to force Maria out of a reactive stance and into a proactive one. It essentially involves exiting a situation to calm oneself. An example of an activity to do at this step is to get a glass of water, tea, or another calming beverage.
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THINK: Once she is calm, I will ask Maria to keenly think about the situation. Thinking instead of reacting helps avoid elevating the conflict. It also means a person considers the course and possible outcomes in a conflict before reacting. The goal at this step is to avoid taking the conflicted personality. Possible options for Maria include figuring out how to change the situation, the other persons, of herself.
LISTEN: Listening is vital in conflict resolution. At this step, I will tell Maria that should pay close attention to the other parties in the conflict. Listening is characterized by the degree of openness to other people's views and opinions and demonstrates a willingness to withhold judgments. It also involves demonstrating patience to hear other people out.
COMMUNICATION: The last step of the S-TLC conflict resolution system involves communication. Maria should only communicate once she is calm, think about the situation, and hear other parties' views. Communication should be assertive where Maria speaks her concerns, interests, or rights but in a way that does not interfere with other parties' rights.
Conflict resolution is a complicated task. However, systems like the S-TLC simplify the process. It is a quality conflict resolution framework that produces positive results if followed accordingly. Therefore, addressing Maria's case is a guaranteed task if the above guidelines are followed.
