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Case Study – Pattern of Facts Outline

Case Study – Pattern of Facts Outline

The pattern of facts leading up to the case study conflict

Lack of clear expectations

    1. Thomas does not instil in his staff the idea that providing excellent customer service is essential to the success of the business.


  1. Kareem was often missing from his workstation and did not notify anyone when he was leaving the workstation.
  2. Absenteeism includes being away from work without prior notice (Raja & Gupta, 2019).

Poor performance

  1. Kareem’s number of calls dropped because he was taking too many breaks from his work to honor his religious obligation to pray five times a day.

Poor communication and lack of official feedback.

Kareem did not receive any feedback from Thomas about his performance before he was terminated.

  • Lack of feedback is a leading cause of miscommunication in the workplace (Gallimore, 2022).
  • Kareem considered Janet’s comments positive feedback, but they were just compliments.

Thomas did not give Kareem a chance to explain why he was missing from his workstation most of the time before breaking the news about his termination, which is why Kareem was disengaged from the conversation and opted to walk away.

  • Conversations about performance with disengaged employees have a high likelihood of being painful (Green, 2013).

Poor conflict management

Kareem avoided the conversation about his termination because he was shocked by Thomas’s decision to terminate him.

  • Kareem chose the avoidance conflict management style, thus limiting him from explaining himself to Thomas to defend his absenteeism.
  • Conflict management styles focus on making the conflict less complicated to address (Chinyere, 2018).
  • Avoidance is a conflict management style that includes low concern for self and others and accepting a lose-win outcome (Tabassi et al., 2017).
  • Some individuals prefer shutting down or lashing out during conversations because of embarrassment, anger, fear, and defensiveness (Carmichael, 2017).

The stakeholders in the conflict

  1. Employees
  2. Thomas and Kareem
  3. ER Representative
  • ABC Corporation’s management
  1. Kareem’s attorney


Carmichael, S. (2017, May 2). Difficult conversations: 9 common mistakes. Harvard Business Review.

Chinyere, A. N. (2018). Conflict Management Styles: Historical Evolution, Perspectives and Rationalisation. Arabian Group of Journals, 7(1), 26.

Gallimore, D. (2022, November 10). 7 causes of miscommunication in the workplace and how to avoid them. Outsource Accelerator.

Green, M. E. (2013). Painless performance conversations: A practical approach to critical day-to-day workplace discussions.

Raja, H., & Gupta, R. (2019). The Impact of Employee Absenteeism on Organizational Productivity with Special Reference to Service Sector. International Journal of Research in Humanities, Arts and Literature, 7(4), 581.

Tabassi, A. A., Bryde, D. J., Abdullah, A., & Argyropoulou, M. (2017). Conflict management style of team leaders in multi-cultural work environment in the construction industry. Procedia Computer Science, 121, 41–46.


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Case Study - Pattern of Facts Outline

Case Study – Pattern of Facts Outline

Review the company overview and the case study overview in the Final Project Case Study document. Create an outline of the pattern of facts leading up to the case study conflict, including the identification of stakeholders in the conflict. Your outline will help you determine the fact pattern needed to complete Milestone One in Module Three.

For additional details, please refer to the Pattern of Facts Outline Guidelines and Rubric and the Final Project Case Study document.


REQUIRED RESOURCES: Textbook: Painless Performance Conversations, Chapter 2

The article: Difficult Conversations: 9 Common Mistakes opens in a new window: “When difficult conversations turn toxic, it’s often because we’ve made a key mistake: we’ve fallen into a combat mentality. This allows the conversation to become a zero-sum game, with a winner and a loser.” This article details nine common mistakes made in difficult conversations.


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