Imagine being part of a group meeting with two coworkers and the boss to discuss a situation with a customer who wants a 30 percent discount on an order because it will be a week late. The team can't agree on whether to give the discount to keep the good customer happy or not give the discount to make more money on the sale, and is having trouble making a decision. What do you say or do? Go to this chapter's "Now What?" video, watch the challenge video, and choose a response.
1. Which team performance factors have the most influence on the decision-making process?
2. What teamwork competencies were most important for achieving a resolution and why?
3. As a manager, what might you have done to handle the situation better? Please use group or team concepts from the chapter.