Julie Wright
Step 1: Determine the facts in the situation – obtain all of the unbiased facts possible
- Jack was an American student living at a youth center in Kenya
- Four children did not receive gifts sent by an international organization
- Jack was asked to hand out the gifts
- The children thought the gifts were from Jack
- Jack did not want to tell the kids the gifts were from them
- There were a few black hats that Jack gave out to the kids who didn’t get gifts
- The four kids were not happy because they were not celebrated as much as the kids who got gifts
- Jack talked to the staff about the incident
- Staff were not receptive to the incident and told him to not be a “childrens’ rights activist”
Step 2: Define the problem and the stakeholders – those with a vested interest in the outcome
The problem is that four kids were upset by this incident and the organization does not care.
Stakeholders
- Jack
- The four children
- The youth center staff
- The other children
- The international organization
Step 3: Determine and distinguish between the personal and professional motivations of the
Stakeholders.
Jack’s personal motivations are to repair the harm that was created because of this organization, but his professional motivations are to ensure equity and fair treatment of the children takes place in the organization. The childrens’ motivations are to feel celebrated and be treated fairly. The youth center staffs’ personal and professional motivations are to keep any matters from getting out of hand and keep the organization running smoothly.
Step 4: Formulate (at least three) alternative solutions – based on information available, to have a win-win situation for your relationship and your venture.
Solution 1: Have Jack buy new gifts for the four children and hand them out in a similar manner
This would solve the problem by making the four children feel celebrated and by showing them that their feelings were listened to and that Jack made an effort to address the situation.
Pros – This helps the children feel better.
Cons – This does not address whatever caused the problem in the first place and the fact that the staff does not appear to see this as an issue.
This saves face of the organization by reducing the conflict to Jack’s wrongdoing, even though that is not the case, as something he can easily address, allowing him to rebuild the relationship with the children.
- Implications on relationships
o Short: This repairs the harm done to the four children.
o Long-term: No real long-term impacts besides potential stronger relationships with the four children.
- Implications on the venture
o Short-term: May annoy the youth center staff
o Long-term: May create distrust by handling conflicts in a way that the staff do not agree with or understand
Solution 2: Contact the organization that sent the gifts, alert them of the issue and have them send more.
This solves the problem by letting the international organization know something happened so that it can be prevented in the future, and may repair the harm done to the children by giving them more gifts.
o Pros – This is likely to prevent a similar situation from happening again.
o Cons – The kids specifically were upset with Jack about how the gifts were handed out, so this does not necessarily ensure that the kids will feel entirely better depending on how the gifts are given out. This may also build distrust between the international organization and the youth center.
This saves face of the organization by not embarrassing the youth center staff to the children.
- Implications on relationships
o Short-term: Provides new presents for the four children
o Long-term: May prevent situations like this from happening again and lead to a more sustainable system for sending gifts
- Implications on the venture
o Short-term: May annoy the youth center staff
o Long-term: Could build distrust between the international organization and the youth center, as well as the youth center and Jack
Solution 3: Have Jack host a series of meetings with the youth center staff and the kids to try and work out a system in the youth center where the children feel more respected and the staff listen to their concerns.
This would solve the problem by shifting the dynamics within the youth center to create a framework for handling situations like these if they were to happen again.
o Pros – Discovers the root causes of why the staff were not receptive to Jack’s concerns and has potential to build a stronger framework for the youth center.
o Cons – May not be effective and can be an inefficient route to addressing the problem, also incredibly time-consuming and risks damage to all the stakeholders if done incorrectly.
This saves face of the youth center by containing the issue inside the youth center–it could potentially lead to interpersonal conflicts within the youth center, however.
- Implications on relationships
o Short-term: Increases communication between Jack, children, and youth center staff.
o Long-term: May build distrust by clashing communication styles and harm the ability for Jack and other people he is associated with to work with the youth center.
- Implications on the venture
o Short-term: Creates new activity in the youth center, changes course of action
o Long-term: Can affect long-term relationships and partnerships with various stakeholders
Step 5: Seek additional assistance, as appropriate – previous cases, peers, reliance on personal
experience, inner reflection
Jack should seek assistance from other youth centers in the area to gauge why the youth center staff responded the way they did. This helps gauge if this has something to do with cultural norms or genuine issues within the staff and their ability to provide for the children. Jack could also consult other people that he is close with about different communication and conflict resolution styles to ensure that he can approach this in a way where everyone is listened to.
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.
The best solution is solution 2 because this solution informs another stakeholder that may have caused this problem, potentially preventing it from happening in the first place. Solution 1 is mostly a short-term solution, and solution 3 is unlikely to be successful and would require lots of heavy planning and risks creating a lot of community harm if done incorrectly. Solution 2 provides a short-term solution to help the kids feel better, and also touches on the greater issues at play without being too invasive–solution 2 can be modified and expanded as new information arises, whereas solution 3 assumes too much about communication and the issues itself too quickly.
Step 7: List the sequence of actions you will take to implement your solution.
- Inform the youth center of the issue and the youth center response
- Obtain new presents for the children
- Talk to the children about how they felt and currently feel
- Ask both youth center and international organization if they would be willing to discuss how to prevent this issue from happening again