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Conflict Management

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by

Seet Kah Wee

on 4 November 2014

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Transcript of Conflict Management

Responses Before Strike
MOM intervened and facilitated dialogue between the two parties.

Collaboration Technique was used
Benefit
Able to meet both parties need
Able to help improve relationship
Drawback
Required time, energy and cooperation to work with others



Conflict Management
Purpose
Introduction
To analyse case studies and learn to improve man-management
To prepare us for our future managerial role on conflict management
Case Study
Analysis
Ministry of Manpower (MOM) was aware of the concerns raised by the SMRT bus drivers.

Poor living conditions
Disparities in compensation and bonuses
SMRT held on to their passports throughout their two-year stints

Petition were submitted in 2010 by a group of Chinese bus drivers. It carried some 185 signatures.

There were no demonstration.
Conflict Management
Recap
Reasons leading to the strike
Failure to exercise man management by SMRT
Action taken to solve the issue
Before The Strike
During the Strike
Do you think the bus drivers are innocent?
Responses After Strike
MOM revoked some of the first parties’ work permits and driving licenses.

Competing Technique was used
Benefit
Good self-defence
Good for quick action
Drawback:
Generated ill will
Both unpleasant and costly


Responses After Strike
Bus drivers agreed not to cause anymore troubles.

Compromising Technique was used
Benefit
Provided an acceptable outcome for everyone
Drawback:
Was not able to achieve the best result

What did the SMRT do to regain their trust and cooperation?
Responses Before Strike
SMRT would consider all the issues but could not come out with an agreement.

Avoiding Technique was used
Benefit
Reducing tension
Could help to buy some time to think of better solution
Drawback
Conflicting issue may not be resolved


SMRT Bus Drivers Dispute
Questions to Address
1. What did the SMRT bus driver do to fight for their rights?
Questions to Address
2. What are the aspects of SMRT’s man management did they fail to consider?
Questions to Address
3. What are the possible ways which SMRT Corporation Limited can do to regain their subordinates’ trust and cooperation?
Questions to Address
4. What applications can these case studies have to us in the local context?
Questions to Address
Overview
Case Study: SMRT Bus Drivers Dispute
Analysis of Case Study
Various Conflict Management Techniques
Poor Living Condition
Problems
Disparities in Compensation
NO
Impacts
Affected Reputation
Loss of Revenue
Yes?
No?
Do you think the bus drivers are innocent?
Why did the SMRT bus drivers go on strikes?
Unable to voice out their problems because those on two-year contracts cannot join the union.
What are the aspects of SMRT man management did they fail to consider?
Conflicts and Reponses Between Parties
Conflicts between the first and second parties:
Bus Drivers (employees) and SMRT (employer)

Third party was Ministry of Manpower (MOM).


Conclusion
What are our proposed solutions?
Conclusion
What application can this case study have to us in the local context?
After the Strike
26th November 2012
27th November 2012
28th November 2012
29th November 2012
26th November 2012
171 bus drivers decided to skip work or apply MC
Supervisors came down to persuade them to return to work
Drivers demanded to see chief executive
27th November 2012
60 drivers did not report to work
Most of them had valid medical reasons
28th November 2012
6 of the drivers did not return to work
Most of the bus routes were back to operational
29th November 2012
SMRT decided to press charges against the 4 instigators
All the affected bus routes were now operational
July 2011
May 2012
8th August 2012
July 2011
One of the instigator, He Jun Ling, applied to join the National Transport Workers' union
Rejected by both SMRT and the union
May 2012
Pay cut of about 16% was implemented
Five day work week was increased to six day work week
8th August 2012
A petition was sent to union chief, Lim Swee Say
To revert five day work week
Negotiation entered stalemate
Disruption in Bus Services For Public
2nd December 2012
6th December 2012
30th March 2013
25th February 2013
1st December 2012
Ministry of Manpower (MOM) revoked 29 work permits and driving licenses
Flights had been booked to send the workers back to respective home provinces in china
2nd December 2012
29 workers were sent back to their respective home provinces in china
All the workers had signed an agreement, vowing never to return to Singapore to work or as tourists
The process took place without any incidents
6th December 2012
4 instigators appeared before the court
They were allowed to be bailed
25th February 2013
All the instigators pleaded guilty
He Jun Ling pleaded guilty with additional charges on incitement
All of the instigators were sentenced to jail
30th March 2013
Last of the instigator, He Jun Ling, was released from jail
Immediately sent back to his home province, Henan.
1st December 2012
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 28 October 2013].
Singapore Strike: The Full Story - Southeast Asia Real Time - WSJ. 2013. Singapore Strike: The Full Story - Southeast Asia Real Time - WSJ. [ONLINE] Available at: http://blogs.wsj.com/searealtime/2013/08/31/singapore-strike-the-full-story/. [Accessed 28 October 2013].
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 28 October 2013].
Lack of communication
SMRT to have Chinese representative in each dorm. 2013. SMRT to have Chinese representative in each dorm. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/smrt-have-chinese-representative-each-dorm-20121130. [Accessed 28 October 2013].
Lack of welfare
SMRT to have Chinese representative in each dorm. 2013. SMRT to have Chinese representative in each dorm. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/smrt-have-chinese-representative-each-dorm-20121130. [Accessed 28 October 2013].
Lack of employee motivation
SMRT to have Chinese representative in each dorm. 2013. SMRT to have Chinese representative in each dorm. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/smrt-have-chinese-representative-each-dorm-20121130. [Accessed 28 October 2013].
SMRT to have Chinese representative in each dorm. 2013. SMRT to have Chinese representative in each dorm. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/smrt-have-chinese-representative-each-dorm-20121130. [Accessed 29 October 2013].
Responses Before Strike
Bus drivers were unhappy with the responses from the SMRT management team and did not go to work.

Competing Technique was used
Benefit
Good self-defence
Good for quick action
Drawback
Generated ill will
Both unpleasant and costly

Responses After Strike
SMRT provided an acceptable outcome for the first parties.

Compromising Technique was used
Benefit
Provided an acceptable outcome for everyone
Drawback:
Was not able to achieve the best result

SMRT bus drivers protest against pay. 2013. SMRT bus drivers protest against pay. [ONLINE] Available at: http://www.straitstimes.com/breaking-news/singapore/story/200-smrt-bus-drivers-refuse-go-work-over-pay-issue-20121126. [Accessed 29 October 2013].
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 29 October 2013].
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 29 October 2013].
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 29 October 2013].
SMRT bus drivers protest against pay. 2013. SMRT bus drivers protest against pay. [ONLINE] Available at: http://www.straitstimes.com/breaking-news/singapore/story/200-smrt-bus-drivers-refuse-go-work-over-pay-issue-20121126. [Accessed 29 October 2013].
No-show by 60 SMRT bus drivers for 2nd day. 2013. No-show by 60 SMRT bus drivers for 2nd day. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/no-show-60-smrt-bus-drivers-2nd-day-20121127. [Accessed 29 October 2013].
Bus drivers' strike: SMRT investigating 6 who failed to report for work. 2013. Bus drivers' strike: SMRT investigating 6 who failed to report for work. [ONLINE] Available at: http://www.straitstimes.com/breaking-news/singapore/story/bus-drivers-strike-smrt-looking-why-six-failed-show-work-the-morning-2. [Accessed 29 October 2013].
Four SMRT bus drivers from China charged with inciting illegal strike . 2013. Four SMRT bus drivers from China charged with inciting illegal strike . [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/four-smrt-bus-drivers-charged-over-strike-20121129. [Accessed 29 October 2013].
SMRT bus strike: 5th driver to be charged, 29 to be repatriated. 2013. SMRT bus strike: 5th driver to be charged, 29 to be repatriated. [ONLINE] Available at: http://www.straitstimes.com/breaking-news/singapore/story/smrt-bus-strike-5th-driver-be-charged-29-be-repatriated-20121201. [Accessed 29 October 2013].
All 29 ex-SMRT bus drivers from China repatriated on Dec 2. 2013. All 29 ex-SMRT bus drivers from China repatriated on Dec 2. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/all-29-ex-smrt-bus-drivers-china-repatriated-today-20121. [Accessed 29 October 2013].
Four Chinese nationals charged with instigating bus strike released on bail. 2013. Four Chinese nationals charged with instigating bus strike released on bail. [ONLINE] Available at: http://www.straitstimes.com/the-big-story/smrt-bus-driver-dispute/story/four-chinese-nationals-charged-instigating-bus-strike-re. [Accessed 29 October 2013].
Four SMRT bus drivers sentenced to between six and seven weeks' jail. 2013. Four SMRT bus drivers sentenced to between six and seven weeks' jail. [ONLINE] Available at: http://www.straitstimes.com/breaking-news/singapore/story/four-smrt-bus-drivers-sentenced-between-six-and-seven-weeks-jail-20130. [Accessed 29 October 2013].
Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. 2013. Former SMRT bus driver: Why we went on strike (Part 1) - Yahoo News. [ONLINE] Available at: http://news.yahoo.com/former-smrt-bus-driver--why-we-went-on-strike--part-1--135100687.html. [Accessed 29 October 2013].

. 2013. . [ONLINE] Available at: http://www.mom.gov.sg/Documents/employment-practices/Guidelines/2718_CodeofIRPractice.pdf. [Accessed 29 October 2013].
. 2013. . [ONLINE] Available at: http://www.google.com.sg/url?sa=t&rct=j&q=&esrc=s&source=web&cd=4&ved=0CEwQFjAD&url=http%3A%2F%2Fwww.mom.gov.sg%2Fnewsroom%2FPages%2FPressRepliesDetail.aspx%3Flistid%3D238&ei=9z9wUsHcMJDrrAfg24DYCQ&usg=AFQjCNE6fYgmUOzYYpugV1LbtE7fRsgO0Q&sig2=TqeDF2ln5s91M-SFmrOoRQ&bvm=bv.55617003,d.bmk&cad=rja. [Accessed 29 October 2013].
Singapore Bus Strike Chapter Three: Tensions Mount Between the Drivers and SMRT - Southeast Asia Real Time - WSJ. 2013. Singapore Bus Strike Chapter Three: Tensions Mount Between the Drivers and SMRT - Southeast Asia Real Time - WSJ. [ONLINE] Available at: http://blogs.wsj.com/searealtime/2013/08/28/singapore-strike-chapter-three-confrontation/. [Accessed 29 October 2013].
. 2013. . [ONLINE] Available at: http://www.google.com.sg/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&ved=0CCgQFjAA&url=http%3A%2F%2Fwww.mom.gov.sg%2Fnewsroom%2FPages%2FPressReleasesDetail.aspx%3Flistid%3D468&ei=yUNwUsvNG4TBrAePy4HIDQ&usg=AFQjCNGvMsJfHd10f6Hl9QuTPzDRecNDEA&sig2=5SKtaxY9SZxbi1jcO1IyEg&bvm=bv.55617003,d.bmk. [Accessed 29 October 2013].
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