1. 8 Conflict Management
In this unit we practise:
business focus – talking about business crime
business language – using business idioms
business simulation – drawing up business guidelines
BUSINESS FOCUS
PO LI CE FO RC E
ROYA L MA LAYS IA N lands
Cameron Hi gh
September 5 2007
th
Witness Report –
ife, 35, American.
Jessica Flint, w mmitted suicide.
es her husband co
Mrs Flint believ une gambling and was worried he
rt
He had lost a fo to pay off some
ll his plantation
would have to se She told Flint and Yip to go
debts to Sam Yip. lcony of the bar because they
ba
outside onto the gument about mone
y which was
were having a loud ar
her club members.
upsetting the ot
, 58, Malaysian.
1 A British rubber planter living in Malaysia, Sam Yip, planter fall was an accident or suicide
Mr Yip clai ms the and Flint were
has died. Read the newspaper report and the which. He says he owed him. Yip
- he’s not sure t
e money that Flin U note* that
witness reports from the day after his death. arguing about th Flint an IO
stepped forward to show hs ago, and Flin
t fell
What do you think happened? signed seven mont ing. Yip strongly
Flint had
er the rail
or jumped back ov m. As he points out, how could
deni es touching hi
A British rubber planter who has lived a dead man?
he get money from n.
in Malaysia for 27 years, Colonel rman, 24, Italia
Luca Lotario, ba it was murder. The balcony was
William Flint (aged 62), has died after Mr Lotario thinks t to drink and
falling 12 metres from the balcony bar men had had a lo
very narrow, both easy for Yip to push Flint, a
en
of the exclusive Port Jackson golf club it would have be tario didn’t
e low railing. Lo
in the Cameron Highlands, in Malaysia. tall man, over th ard Flint say ‘Keep away from
he
A local planter, Yip Keow Sung (usually see anything but p!’ Then there was a scream and
ee
me you little cr
called Sam Yip) has been accused of a crash. ber, British.
pushing him off the balcony. Inspector 8, golf club mem
Ma rgaret Postle, 2 the death of
Basir of the Royal Malaysian Police is very upset about ered him. She
Ms Postle seems Yip murd
e thinks
leading the enquiry. Colonel Flint. Sh ed Yip a lot of money and she
ow
* Abbreviation for ‘I owe you’:
knows that Flint the balcony abou
t it. She saw
sa w them arguing on int but didn’t actually see
a written promise to pay back a debt Fl
Yip move close to l.
ne
him push the Colo
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2. BUSINESS FOCUS Conflict Management 8
2 Inspector Basir has found various documents on the body of Colonel
Flint, and in the possession of Mrs Flint and Sam Yip. He hopes they will
help him answer these key questions:
• What were the relationships between the different people?
• Was the fall an accident, suicide or murder?
• If it was murder, who is the murderer and can he or she be arrested?
Work in small groups, A, B and C, and help the Inspector discover
what is going on at the golf club. Work through the stages.
Stage 1
Read the documents for your group.
Groups A: turn to page 62
Groups B: turn to page 64
Groups C: turn to page 65
Stage 2
After you have read through and discussed your group
documents, form a new group with people from the other
two groups. Exchange information about the documents,
but don’t show each other the documents you read.
Sven, do you think you adapted a
Stage 3 little too successfully to Italian
customs?
Go back to your original group and compare the
information your colleagues have collected. Can you
answer any of Inspector Basir’s questions now? What do
you think happened to Colonel Flint, and why?
3 Different cultures have different distances that represent ‘personal space’.
The story of Colonel Flint illustrates how different cultures react to the
feeling that their personal space has been invaded. Think about your own
culture. Work with a partner. Decide what is a comfortable distance for
you to be when you are talking to:
• a new work colleague
• your boss
• a customer
• a friend of the same sex
• a friend of the opposite sex
Is it the same for other people in your class?
4 What can you do to make sure that you do not appear too friendly or
too unfriendly when you are doing business with a person from another
culture? Does gender also make a difference?
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3. BUSINESS LANGUAGE
Story Capstan consultants Kirrill Solokov and Macey Church have arranged a
workshop in a hotel in Geneva, for Thomas Meyer and Erol Sahin, of
Oxfood, to help them resolve their interdepartmental conflict issues.
1 Before Thomas and Erol arrive for the workshop they are asked to think
about points 1–4 below. Listen to the discussion and fill in the gaps.
Conflict issue Thomas Erol
1 What is a typical conflict
issue for you?
2 Can you give a recent
example?
3 How did you feel about it?
4 How did you also create
this issue?
2 Kirill and Macey help Thomas and Erol to explore the issues in more depth.
Listen again and tick the question types that Kirill and Macey use from the
list below.
Open questions e.g.: Closed questions e.g.:
What kind of … Will you …?
How do / did you feel / see / think / react… Are there any …?
What’s … Have you …?
Why do you think …?
Comprehension questions e.g.: Leading questions e.g.:
Could you explain what you mean by … Don’t you think that …?
I haven’t quite understood what … You don’t agree, do you?
Could you expand on …
When you say ‘X’, what do you mean exactly?
Paraphrase questions e.g.:
So, if I’ve understood you right, you …
Correct me if I’m wrong, but you feel that …
So what you’re saying is …
3 Where have you put most of your ticks? Why do you think Kirill and
Macey are using mostly these types of questions? When might the other
types of question be more suitable?
4 Write down two or three things that irritate or concern you in your life at
the moment which you are happy to share. It could be something to do
with your work, studies, family … anything!
I can’t see any point in my job.
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4. BUSINESS SIMULATION Conflict Management 8
ns
5 Now exchange pieces of paper with your partner. HOT TIP – the way questio sure
nt. Make
Try to find out more about your partner’s problems are asked is ver y importa y asking your
on. Tr
by using similar questions to the ones Macey and you use the right intonati
similar to the ones in
Kirill use (see page 89). See if you can help him or partner some questions
sive, unfriendly
her find a solution. the grid in 1) a ver y aggres sitive way.
, po
way 2) in a ver y friendly
What makes you think there’s no point in your job? Notic e the dif ference.
6 What do you think would be the best way for
Thomas and Erol to manage their relationship in
the future?
7 Have you experienced conflict in a work situation?
How did you deal with it? Have you ever had to
use English in a conflict situation? What happened?
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5. BUSINESS SIMULATION
1 Read about the situation and then work through the stages.
The provincial governor of the northeastern province of
Kazbakistan (see unit page 23 for country information) has
a problem. Although much of his province is desert, it is
home to the Terkomen nomads. The Terkomen travel
with herds of camels across the desert twice a year. They
live mostly off camels’ milk and cheese and earn money
by selling beautiful carpets and coats made from camel
hair in the larger towns.
One of their most important stopping points in their
journey across the desert is the oasis of Tuv. This is also
home to a small village of farmers. Every year there is
some trouble between the two groups but last year the
conflict escalated and somebody was nearly killed. Both
sides have asked the governor to send somebody to help
them resolve the conflict before it gets any worse.
Stage 1
Divide into three groups, A, B and C.
Group A: you represent the local governor. Prepare a list of questions to ask both
groups to see if you can find a solution.
Group B: You represent the farmers of Tuv. Turn to page X and found out more
about the background to the situation. Then prepare your position for the discussion.
Group C: You represent the Terkomen people. Turn to page Y and find out more
about the background to the situation. Then prepare your position for the discussion.
Stage 2
Come together in the traditional yurt (tent) of the
Terkomen people to discuss the situation with each
other. Can you negotiate a solution to the conflict
that is acceptable to both sides?
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6. PERSONAL DATA BANK Conflict Management 8
1 Complete the data bank with language that is useful for you. The
language in columns 1 and 5 should come from units 7 and 8.
1 Key word (s) 2 Model sentence Similar (S) or 4 Translation
opposite (O)
polarize Abortion is a topic which
polarizes opinion.
5 Useful phrases or idioms 6 Translation
Pick a fight
7 When can I use the language or ideas from units 7 and 8?
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