Step 1: Determine the facts in the situation – obtain all of the unbiased facts possible

• Jack is an American student at a Kenyan Youth Center
• An international organization sent gifts to children at the youth center
  • They were four gifts short
• Jack was asked to hand the gifts out 
  • All the kids believed the gifts were from jack
• The kids that did not get gifts were given black hats that were found at the bottom of the box but those kids were still upset because they did not receive the original gift. 
• Jack relayed that the kids were upset with higher-ups
  • The higher-ups told him “Don’t be a child activist and deal with it”

 

Step 2: Define the problem and the stakeholders – those with a vested interest in the outcome 

• A fundamental difference between cultural conflict resolution
  • Jack saw it fit to make things right with the kids who were short-changed whereas the individuals at the Kenyan youth center did not see that it was worth it to resolve the disgruntled feelings of 4 kids.
• The kids also had a vested interest in the problem
  • The kids were given the short end of the stick and let down by Jack, even though the organization was responsible for not having enough gifts. 

 

Step 3: Determine and distinguish between the personal and professional motivations of the stakeholders. 

Jack (an American student): 

Personal motivations: He is genuinely concerned about the kids’ welfare and well-being. He may feel guilty because the kids think he is the one responsible for giving them gifts. He may also have a professional motivation because he is involved in a social venture and wants to make sure the youth center is running ethically and efficiently. He sees this as a chance to solve a problem and make a positive difference in the youth center’s atmosphere. 

 

Children (under the age of 14): 

The kids’ main motivation is probably the emotional distress they feel when they are left out of the gifts. They may feel upset, confused or disappointed that they are not getting the same gifts as their friends. Although the kids may not have a professional motivation due to their age, their experience in the youth center is beneficial to their overall health and growth.

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3. The staff members: They may be motivated by conflict avoidance or additional workload. They may be defensive of the oversight and unwilling to accept responsibility. The staff members may be concerned about keeping the youth center running smoothly and avoiding disruption. They may prioritize efficiency over what they see as a small problem. 
4. The youth center: The staff and administrators may be concerned about the youth center’s reputation and how it will be perceived in the community. The goal of the youth center is to create a supportive and inclusive environment for children. 

5.The donor organization: It may have a personal motivation to make sure their donations have a positive effect and are distributed correctly. The organization’s reputation and purpose are connected to the effectiveness of the donations. They may want to make sure their support is beneficial to the wellbeing of the recipients

6. Other volunteers or guests:

Personal motivations: Other people at the event may have their own personal beliefs about fairness and inclusion. They may form an opinion about how the youth center handles these issues.

Professional motivations: Depending on their affiliation, they may have a desire to promote social causes or volunteer.

7. Local community:

Community members may have a personal connection to the youth center. Their opinion about how effective the center is can influence how they view the well-being of the community.

Professional motivation: Having a positive image of the youth center can help the community’s support and involvement, which can influence how the center operates.

8. Advocacy and Rights groups:

Individuals in advocacy and rights groups are personally dedicated to making sure that vulnerable people, including children, are treated fairly and fairly. Organization: They may see this as a chance to address a possible violation of their rights.

Step 4: Formulate (atleast three) alternative solutions – based on information available, to have a win-win situation for your relationship and your venture.

Approaches [1/2/3: repeat for every action]

• Potential Solution 

 

• Pull the four kids aside who did not get gifts and have an informal heart-to-heart with them. Tell a story to them that kids would understand better than saying “the donors of these gifts did not send enough for everyone to get one.” Rephrasing it into something along the lines of  “there were gifts in the box for you but they fell out of Santa’s sleigh during travel. These hats were whipped up by Santa last minute to ensure that you did not get left out.” Telling a more lighthearted story to ease the tension of feeling forgotten but also allowing for the kids to understand that you were not the one responsible for getting the gifts helps get their disappointment off of your shoulders. 

• How does it solve the problem?

 

1. Direct Communication with the Affected Children:

   – Pulling the four children aside for a heart-to-heart conversation shows empathy and a direct effort to address their feelings. This personal approach can help in understanding their perspectives and emotions.

 

2. Reframing the Narrative:

   – By rephrasing the situation into a more relatable and lighthearted story, the solution attempts to ease the tension and disappointment felt by the children. This reframing helps shift the blame away from Jack and redirects the focus on a whimsical explanation for the oversight.

 

3. Maintaining Jack’s Relationship with the Children:

   – Communicating openly with the children and providing a friendly narrative can help maintain a positive relationship between Jack and the children. It ensures that the children do not harbor negative feelings toward Jack due to the misunderstanding.

 

Pros of the Solution

 

1. Addresses Emotional Impact:

   – The solution recognizes and addresses the emotional impact of the oversight on the children. By acknowledging their feelings and providing a comforting narrative, it seeks to minimize the negative emotional consequences.

 

2. Preserves Positive Relationship with Children:

   – By explaining the situation in a way that absolves Jack of blame and emphasizes a positive, lighthearted story, the solution helps maintain trust and a positive relationship between Jack and the children.

 

3. Reduces Tension and Disappointment:

   – The lighthearted story serves to reduce tension and disappointment among the children. It reframes the situation in a way that allows the children to understand that the oversight was not intentional and that efforts were made to make amends.

 

4. Shifts Focus from Blame to Resolution:

   – The solution shifts the narrative from blaming Jack or the children for the oversight to a focus on resolving the situation. It provides an opportunity for Jack to take a proactive role in ensuring the children feel included and valued.

 

5. Maintains Harmony within the Youth Center:

   – By directly addressing the issue with the affected children and offering a positive narrative, the solution contributes to maintaining a harmonious atmosphere within the youth center. It avoids potential conflicts and disruptions that may arise if the issue is left unaddressed.

 

6. Aligns with the Youth Center’s Mission:

   – The approach of prioritizing the emotional well-being of the children aligns with the youth center’s mission of providing a supportive and positive environment. It demonstrates a commitment to the holistic development of the children beyond just material gifts.

 

While this solution focuses on immediate communication and emotional support for the affected children, it may be complemented by a more systemic approach to prevent similar oversights in the future, such as improving the gift distribution process or fostering better communication between staff members.

 

Cons of the Solution

 

1. Temporary Resolution:

   – The solution provides a temporary resolution by offering a lighthearted story to ease the immediate tension. However, it does not address the root cause of the problem, which is the oversight in gift distribution. This could leave room for similar issues to arise in the future.

 

2. Does Not Hold Staff Accountable:

   – The solution does not directly address the staff’s oversight or involve them in the resolution. Failing to hold the staff accountable for the mistake may contribute to a culture of neglecting responsibilities, potentially allowing similar incidents to occur again.

 

3. Potential Misunderstanding:

   – The lighthearted story about gifts falling out of Santa’s sleigh may be seen as a fabrication by the children, especially if they are older and may not find the story believable. This could lead to a lack of trust in the information provided by Jack.

 

4. Doesn’t Address Staff’s Dismissive Attitude:

   – The solution does not tackle the dismissive attitude of the staff members when Jack initially brought up the issue. This may perpetuate a culture where staff members are not held accountable for oversights and where concerns raised by individuals are not taken seriously.

 

5. Potential for Future Miscommunication:

   – The lighthearted story may create confusion among the children about the actual process of gift distribution. If they share the story with others, it might lead to miscommunication within the youth center and potentially create a perception that gifts are randomly distributed.

 

6. Missed Opportunity for Improvement:

   – The solution does not leverage the situation as an opportunity to improve the gift distribution process or communication within the youth center. Without addressing these systemic issues, similar problems may recur.

 

7. Possible Perception Issues:

   – Others who were present during the event may be aware of the oversight, and the lighthearted story could create confusion or skepticism about the transparency and efficiency of the youth center’s operations.

 

8. May Not Satisfy Advocacy and Rights Groups:

   – If Jack chooses to become an advocate for the children’s rights and well-being, this solution may not be sufficient. Advocacy groups may still be concerned about the lack of accountability and transparency within the youth center.

 

While the solution addresses the immediate emotional impact on the children, it falls short in addressing the broader organizational and systemic issues that contributed to the problem. A comprehensive resolution may involve a combination of immediate emotional support and a commitment to improving processes within the youth center.

 

• How does it save the face of those involved? 

The solution attempts to save face for those involved in the situation through several means:

 

1. Redirecting Blame:

   – By providing a lighthearted story about gifts falling out of Santa’s sleigh, the solution shifts the blame away from Jack and the children. This narrative implies that the oversight was a result of unforeseen circumstances rather than negligence on the part of the staff or any individual.

 

2. Preserving Jack’s Reputation:

   – Jack’s reputation is preserved by clarifying to the children that he was not responsible for the oversight. The story presented allows Jack to maintain a positive relationship with the children, preventing them from harboring negative feelings towards him.

 

3. Minimizing Staff’s Responsibility:

   – The solution, while not directly addressing the staff’s oversight, indirectly downplays any potential blame on them. The lighthearted story presents the situation as a quirky mishap rather than a failure in the distribution process, helping to save face for the staff.

 

4. Easing Tension without Confrontation:

   – The solution avoids direct confrontation with the staff or assigning explicit blame. Instead, it focuses on easing the tension among the affected children without causing additional conflict within the youth center.

 

5. Framing the Oversight as Unintentional:

   – The lighthearted story frames the oversight as unintentional and out of everyone’s control, contributing to the perception that mistakes happen rather than signaling negligence or incompetence. This framing helps save face for all parties involved.

 

6. Maintaining Positive Atmosphere:

   – By providing a positive and whimsical explanation, the solution aims to maintain a positive atmosphere within the youth center. This can contribute to an environment where mistakes are handled with understanding rather than blame.

 

8. Preserving the Youth Center’s Reputation:

   – The lighthearted narrative contributes to preserving the youth center’s reputation by framing the situation in a way that highlights the center’s commitment to addressing issues in a sensitive and positive manner.

 

While the solution may not directly address accountability or prevent future oversights, it attempts to navigate the situation with a focus on preserving the dignity and reputation of those involved, especially considering the potential for misunderstandings and perceptions within and outside the youth center.

 

• Implications on relationships

Short Term

1. Jack and the Children:

The lighthearted story helps maintain a positive relationship between Jack and the children in the short term. The immediate emotional support provided by Jack may strengthen trust and alleviate any negative feelings the children may have had.

 

2. Jack and the Staff:

The solution doesn’t address the dismissive attitude of the staff, but it also avoids direct confrontation. In the short term, the relationship between Jack and the staff may remain unchanged.

 

3. Staff and Children:

The staff’s dismissive attitude and lack of acknowledgment of the oversight may create a strain in the relationship between the staff and the affected children. The children might feel neglected or unimportant.

 

4. Staff and Other Stakeholders:

Other stakeholders, including the donor organization, volunteers, and the local community, may not be directly affected by the short-term solution. Their perception of the youth center may remain unchanged for now.

 

Long Term

 

1. Jack and the Children:

If Jack follows up with efforts to improve communication and prevent similar oversights, the long-term relationship between Jack and the children may benefit. Jack’s proactive engagement in addressing systemic issues can foster trust over time.

 

2. Jack and the Staff:

 If the staff continues to be dismissive of issues and lacks accountability, the long-term relationship between Jack and the staff may strain. Jack may find it challenging to collaborate effectively with a team that does not address and rectify mistakes.

 

3. Staff and Children:

If the staff’s dismissive attitude persists, it could lead to a long-term strain in the relationship between the staff and the children. Lack of acknowledgment and corrective actions may erode trust, affecting the overall atmosphere within the youth center.

 

4. Staff and Other Stakeholders:

 If the dismissive attitude and lack of accountability become known to other stakeholders, it could harm the youth center’s reputation in the long term. Negative perceptions from donors, volunteers, or the local community may impact the center’s support.

 

5. Advocacy and Rights Groups:

If Jack decides to become an advocate for children’s rights and welfare, the long-term relationship with advocacy and rights groups may become more significant. Activism driven by the desire to address systemic issues could impact the youth center’s standing.

 

6. Local Community:  

 If the dismissive attitude of the staff becomes a pattern and is perceived by the local community, it may impact the long-term relationship between the youth center and the community. Community support may wane if issues are not addressed transparently.

 

In the long term, the effectiveness of relationships will depend on the youth center’s commitment to addressing systemic issues, fostering open communication, and demonstrating accountability. Continuous efforts to improve processes and create a positive environment will contribute to stronger relationships between all parties involved.

 

• Implications on the venture

 Short-term

• The immediate positive engagement with the children, facilitated by Jack’s lighthearted story, may contribute to a positive atmosphere within the youth center. This can enhance the short-term experience for the children involved in the venture.
• If the lighthearted story is well-received by other stakeholders present during the event, there may be a short-term positive impact on their perception of the youth center and the social venture.
• The short-term solution doesn’t directly address the systemic issues within the youth center that led to the oversight. The focus on the venture’s mission may remain unchanged in the short term.

 Long-term

• If Jack takes further steps to address systemic issues within the youth center and demonstrates a commitment to accountability and transparency, it can contribute to building trust and credibility for the social venture over the long term.
• The youth center’s reputation, both locally and potentially with the donor organization, can be influenced by how well it addresses and rectifies systemic issues. Long-term neglect of such issues may harm the venture’s reputation.
• The effectiveness of the social venture may be influenced by the level of collaboration and communication with the staff. If systemic issues persist, it could impact the venture’s ability to achieve its goals in the long term.
• The relationship between the youth center and the local community is crucial for the success of the social venture. A dismissive attitude from the staff and a lack of resolution to the oversight may affect long-term community support.
• If Jack decides to take a more active advocacy role in children’s rights, it could potentially lead to partnerships with advocacy groups. This alignment could enhance the social venture’s reach and impact in the long term.
• If the donor organization values transparency, accountability, and positive impact, the youth center’s response to the oversight will play a role in the long-term relationship. This may influence future support and collaboration.
• The sustainability of the social venture is linked to how well the youth center addresses and learns from such oversights. A failure to improve processes and communication may affect the venture’s long-term sustainability.

 

The long-term success of the social venture is intricately tied to the youth center’s ability to address systemic issues, maintain positive relationships with stakeholders, and demonstrate a commitment to the mission and values of the venture. Continuous efforts to improve and adapt based on feedback and experiences will contribute to the venture’s resilience and impact over time.

 

Approaches [1/2/3: repeat for every action]

• Potential Solution 

• Get the 4 kids gifts on your own time and give them to the kids the next time he is at the youth center and apologize for not giving them the same ceremonious gesture he had given the other students. 

• How does it solve the problem?

• Addressing the Oversight:
  • This solution directly addresses the oversight by ensuring that the four children receive the gifts they were meant to have.
• Apology and Ceremonious Gesture:
  • Jack’s apology and the subsequent ceremonious gesture aim to acknowledge the mistake, show empathy, and make amends for the oversight.

Pros

• Immediate Resolution:
  • The solution provides an immediate resolution to the problem by ensuring that the four children receive their gifts.
• Positive Gesture and Apology:
  • Jack’s gesture of getting gifts and offering a ceremonious apology can help repair any negative feelings the children may have and strengthen his relationship with them.
• Demonstrates Advocacy for Children:
  • Jack appears as an advocate for the children, standing up for them and ensuring they are treated fairly. This may strengthen his rapport with the kids.

Cons

• Potential Backlash from Higher-Ups:
  • Going behind the higher-ups’ backs to get additional gifts may lead to resentment or disciplinary actions against Jack. It could strain his relationship with the organizational leadership.
• Possible Resentment from Children’s Center:
  • If Jack approaches the organization for more gifts without involving the individuals from the children’s center, there might be resentment or strained relations between the youth center and the children’s center.

• How does it save face of those involved? 

• The solution saves face for the children by ensuring they receive their gifts and receive a special gesture. It addresses the initial oversight and prevents the children from feeling left out.
• Jack positions himself as an advocate for the children, taking proactive steps to rectify the situation and ensure the children are treated fairly.

• Implications on relationships

 Short-Term:

• The children may appreciate Jack’s efforts and view him positively for going the extra mile to ensure they receive their gifts.
• The higher-ups may be upset with Jack for going behind their backs, potentially causing strain in their relationship.
• Depending on the response of the individuals from the children’s center, the short-term impact on the relationship may vary. Cooperation may lead to improved relations, while resistance could strain the partnership.

Long Term

• The higher-ups may hold a negative view of Jack for bypassing their authority, potentially leading to strained long-term relations.
• If the children perceive Jack as an advocate who stands up for them, it may contribute to a positive long-term relationship.
• The long-term relationship between Jack and the children’s center will depend on how the center views Jack’s actions. Cooperation may lead to improved relations, while resistance may strain the partnership.

• Implications on the venture

 Short-term

• Jack will have saved face with the kids
• All of the kids will feel equal and they will probably all get along better
• If the individuals from the children’s center do not comply with Jack’s request, it could hurt the relationship between the Kenyan Youth Center and the children’s center. If they do comply with Jack’s request, they could either respect the Youth Center for asking for help, or they could still resent Jack for asking for more. 

 Long-term

• The higher-ups will most likely have a negative view on Jack because he went behind their backs.
• The children’s center will probably double check in the future to make sure they packed the right amount of gifts in the boxes. 

 

While the short-term impact involves positive gestures and potential strain, the long-term implications depend on how the various stakeholders perceive Jack’s actions and whether there are lasting effects on relationships within the youth center and the broader venture.

 

Approaches [1/2/3: repeat for every action]

• Potential Solution 

• Jack doubles down with the individuals from the children’s center and explains the importance he feels the gifts hold to the kids. Jack proposes organizing another gift session where the kids will receive their hats in a more ceremonial way.

• How does it solve the problem?

• Revisiting the Gift Session:
  • This solution addresses the oversight by organizing another gift session, specifically for the four children who did not receive gifts initially. It aims to correct the mistake and ensure that each child gets their share of the intended gifts.
• Ceremonial Hat Presentation:
  • By proposing a more ceremonial way of presenting the hats, Jack acknowledges the importance of making the experience special for the children. This approach seeks to provide a sense of inclusion and acknowledgment for the four children.

 

 Pros 

• The solution directly addresses the initial oversight, ensuring that the four children receive the gifts they were meant to have, correcting the mistake in the distribution process.
• By emphasizing the importance of the gifts to the children and proposing a more ceremonial presentation, the solution demonstrates sensitivity to the emotional impact of the oversight.
• Taking proactive steps to rectify the situation can help maintain a positive relationship between Jack and the children. It shows that Jack is invested in their well-being and wants to ensure a positive experience for them.

Cons:

• Depending on the cause of the initial oversight, organizing another gift session may not address the systemic issues within the youth center’s processes. There is a risk of repeated oversights if the root cause is not identified and addressed.
• The success of this solution relies on the cooperation of the staff at the children’s center. If the staff continues to be dismissive or uncooperative, it may hinder the effective implementation of the proposed solution.

• How does it save face of those involved?

• The solution saves face by acknowledging the initial mistake and taking corrective action. This demonstrates a commitment to accountability and rectifying oversights without assigning blame.
• The proposal for a more ceremonial hat presentation helps save face for the children by ensuring that they receive the hats in a special way, mitigating the negative feelings associated with the initial oversight.

 

• Implications on relationships

 Short-Term:

• The children may appreciate the effort to organize a special session for them, improving their perception of Jack in the short term.
• Depending on the staff’s response, the relationship between Jack and the staff may improve if they cooperate in organizing the additional gift session.
• The additional gift session may address the immediate upset among the children and improve their relationship with the staff.
• The short-term impact on the community’s perception depends on how transparently the youth center communicates and addresses the oversight.

Long-Term:

• • If Jack consistently works to address issues and improve processes, it may enhance his long-term relationship with the children.
  • If the staff recognizes the importance of addressing oversights and collaborates with Jack, the long-term relationship may improve.
  • Addressing immediate concerns and improving communication can contribute to a positive long-term relationship between the staff and the children.
  • The long-term impact on the community’s perception will depend on the youth center’s overall responsiveness to issues and commitment to improvement.

Implications on the Venture:

• • Taking corrective action enhances trust and credibility, demonstrating a commitment to the well-being of the children and the success of the social venture.
  • The solution aligns with the mission of the social venture, emphasizing the importance of positive experiences for the children and rectifying any oversights.
  • If the staff cooperates in organizing the additional gift session, it may contribute to improved collaboration and effectiveness within the youth center.
  • The impact on community support will depend on the youth center’s overall response to the situation and its commitment to improvement.
  • Taking proactive steps to address the oversight positively influences potential advocacy efforts and partnerships, demonstrating a commitment to accountability and improvement.

 

 Step 5: Seek additional assistance, as appropriate – previous cases, peers, reliance on personal experience, inner reflection

 

Child Welfare Organizations:

https://onechild.org/special-christmas-stories/christmas-gifts-of-hope/

• OneChild suggests that a child’s Christmas gift has significant physiological and emotional impacts on kids. This suggests taking an alternative that involves the kids feeling happy about the gifts they received in the best course of action.

 

Past Incidents in the School: Continuously seeking feedback from the children themselves, as well as seeking out other employees at the school to see how these types of situations have been successfully handled in the past.

 

Step 6: Select the best course of action – that solves the problem, saves face and has the best short-term and long-term implications for your relationship and venture. Explain reasoning and discuss your solution vis-a-vis other approaches discussed in class.

Approach 1

The best course of action in this situation, considering both short-term and long-term implications for Jack’s relationship with the children and the overall venture, is to implement the third approach: get the four kids gifts on his own time and give them to the kids during a subsequent visit to the youth center, apologizing for not giving them the same ceremonious gesture as the other students.This approach directly addresses the primary issue, which is that four children did not receive their gifts during the original ceremony. By personally obtaining and delivering the gifts to these children, Jack ensures that they eventually receive their presents. While this may not replicate the original ceremony, it does rectify the situation and ensures that the kids do not feel left out.This approach saves face for all parties involved. Jack acknowledges his responsibility for not ensuring that the four kids received their gifts and takes proactive steps to correct it. This action demonstrates his commitment to the well-being of the children, and it also prevents any negative feelings or blame from lingering. Jack’s actions will likely enhance his credibility and reputation within the youth center. The children may view him as someone who takes their concerns seriously, and the higher-ups may appreciate his commitment to solving problems. Jack’s ability to handle issues independently can benefit the venture by preventing minor conflicts from escalating. It could also lead to more opportunities for Jack to make a positive impact on the children and the youth center. While the other approaches have their merits, this solution strikes a balance between addressing the immediate issue and maintaining a positive working relationship with all stakeholders involved. It avoids unnecessary confrontations with the higher-ups, ensures the kids eventually receive their gifts, and positions Jack as a reliable and considerate individual, both in the short and long term.

 

 Step 7: List the sequence of actions you will take to implement your solution.

 

1. 1. Contact the Organization
   2. Procure Replacement Gifts
   3. Plan a Visit
   4. Prepare a Sincere Apology
   5. Distribute the Replacement Gifts
   6. Reassure and Encourage Feedback
   7. Maintain Open Communication
   8. Reflect and Learn
   9. Document the Resolution
   10. Express Gratitude

   By following this sequence of actions, you can effectively implement Approach 3, address the problem, mend relationships with the children, and ensure a positive outcome for all stakeholders involved.