Case Study

Chris Argyris studied management teams for 25 years to identify why managers fail to learn in management teams. He found that these managers avoid constructive conflicts and are defensive when a conflict arises. He also identified some basic differences between mediocre teams and great teams. A mediocre team is different from a great team in how it faces a conflict, and how it copes with defensiveness that arises due to conflict. According to Argyris, human beings 'are programmed to create defensive routines, and cover them up with further defensive routines...This programming occurs early in life.' Argyris further says that defensive routines are entrenched habits people use to protect themselves from the embarrassment and threat that comes once they express their views. People use defensive routines as a protective shell around their deepest assumptions. They employ defensive mechanisms to protect themselves from the pain that occurs when these assumptions are questioned or the thinking behind these assumptions is exposed. While these defensive routines protect them from pain, they also prevent them from learning about the causes of the pain. What is the source of defensive routines? Argyris feels that people become defensive not because they believe in their views, or desire to preserve social relations but because they dread others finding errors in their thinking. As Argyris says, this fear starts in childhood, and is reinforced throughout life. Defensiveness stops people from knowing about the validity of their reasoning. Defensive routines can do more damage in organizations where incomplete or faulty understanding is seen as a sign of weakness or incompetence. Read the above article and answer the questions below:

1. What strategies do you use when a team member becomes defensive due to conflict within the team?
2. Why do you think people become defensive when there is conflict?

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.