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Sample Conflict Analysis Paper

Decent Essays

Conflict can be defined as a “strong disagreement between people, groups, etc., that results in often angry argument” and “a difference that prevents agreement: disagreement between ideas, feelings, etc.” (Merriam-Webster, n.d). This paper will describe a conflict I faced at work with a client and an in depth analysis using Sakichi Toyoda’s 5 Whys analysis tool.
I am a recruitment consultant and my job is to find the right candidates to fill my clients’ vacancies. As an agency we charge our clients when they successfully hire a candidate through us. We expect payment for our services the day the candidate starts. My conflict with a client occurred at the beginning of this year; I discovered they had hired a candidate behind our back in 2013 after informing us the position had been restructured. A bill was immediately sent …show more content…

Conflict: A client secretly took on one of our candidates after we discovered this and billed them the client was refusing to pay the agency fees.
Why? At first the client denied knowledge of our services not being free then they did not believe they should not have to pay the bill since the candidate was with them for almost a year.
Why? The client believed our fees were solely based on us assisting them in the recruitment process and we could not charge them if they maintained contact with the candidate of interest, however we charge based on introduction.
Why? The Client had not fully understood our Fees, Terms and Conditions which are sent electronically. The client was not required to confirm acceptance before we began the work.
Why? It is a 14 page document and most clients just look at the fees portion and they is no requirement of acceptance from them in a written or verbal form in order for them to receive CVs from us.
Why? The document outdated and as an organisation we assume clients are aware of agency

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