The case series illustrates how a dispute arising over year-end bonuses between an employee (Mariah Lee) and her team director (Eason Choi) escalated and was resolved. Given the complex managerial challenges of the dispute resolution process, this case series always generates vigorous and enthusiastic discussions.
Case (A) describes the organizational context, the primary figures involved, and the ins and outs of the dispute between Mariah and Eason. It can help students understand the conditions that may cause conflict and inspire them to think about resolving disputes through mediation. Case (B) presents how Hans Lam (Director of Operations) and Michael Fan (Head of Human Resources) mediated between Mariah and Eason. It can be used to discuss effective mediation techniques and the challenges managerial third parties (managers as dispute solvers) face when the disputants are peers or have more power. The case also includes Hans’ draft email to Mariah, which can inspire students to think about projecting a positive leadership ethos through tone and style during communication. Case (C) provides the revised email of Bretton Wong (Director of Legal and Contracts) and his further advice on handling potential risks. Students may compare the revised email with Hans’ draft email to deepen their understanding of the manifestations of a positive leadership ethos. This case also presents Mariah’s reply email to Hans. Students can vote on whether they would resign if they were Mariah and identify Mariah’s interests behind her declared position. Case (D) describes the dispute resolution processes and outcomes after the intervention of the Equal Opportunities Commission. It guides students to consider how to be an effective disputant in a third-party procedure.
The case series is designed to provide an in-depth study of dispute resolution in the organizational context. The instructor can use it to discuss communication strategy, the three layers of human motivation in a conflict, third-party dispute resolution techniques, and how to create a positive leadership ethos in communication.