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ACCA Applied Knowledge · Business and Technology · Sources of conflict and techniques for conflict resolution

At Marlow plc, the production and marketing teams have been in conflict for a year. Marketing now sends customer requirements to production only through written memos, production no longer attends planning meetings, and each blames the other for late deliveries. Which analysis is most accurate?

The conflict is dysfunctional. Production's withdrawal from planning, memo-only communication and mutual blame reduce coordination and lead to late deliveries, which harm customers and the organisation. Formality or blame does not make it constructive, and the lack of a formal grievance does not stop the damage.

  1. AThe conflict is functional because it has formalised communication and clarified responsibilities
  2. BThe conflict is functional because blame creates accountability for deliveries
  3. CThe conflict is dysfunctional because reduced communication and mutual blame harm coordination and customer serviceCorrect
  4. DThe conflict is neutral because no formal grievance has been raised

Explanation

Withdrawal from meetings, restricted communication and blame all reduce coordination, and late deliveries show a harmful result for the organisation. This is dysfunctional conflict. Formal memos do not equal clarity when collaboration is lost, and blame does not produce constructive accountability. The absence of a formal grievance does not make the effect neutral.

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