Human Relations in Organizations: Applications and Skill Building 8th Edition by Robert Lussier

Exercise 37

Westin Hotels Resorts Tries to Clear the Air about Smoking
Westin Hotels Resorts is owned by Starwood Hotels Resorts Worldwide. Back in 2006, Westin made a strategic move as all Westin hotels and resorts implemented a 100 percent smoke-free policy, including all guest rooms and public areas. Becoming smoke-free was a bold move as it was the first hotel to do so. The decision was based on industry and company research confirming a clear consumer demand for a clean, smoke-free hotel environment.
Yet this decision has not been without controversy. Smokinglobby.com notes that "if you have a reservation with this hotel... you might want to change your reservation." Smokers United claims that "smokers in America today are treated like second-class citizens" while Angry Smokers Against Hypocrisy state that they "would like to see all the smokers boycotting those establishments that are a party to removing one step at a time, OUR FREEDOM [to smoke]. Sure, today it's the smoker, but who will it be next? These people do not realize that taking our rights away makes it easier to take theirs. Stupid is as Stupid does."
Assume that you are current CEO Frits van Paasschen at an annual stockholders' meeting and are confronted by an angry group of patrons who are smokers.
What style of conflict would you employ? Why? What are the pros and cons to that style?