Recently, Joe Newcomer witnessed a squabble between a customer and one of the customer service represen-...
Fantastic news! We've Found the answer you've been seeking!
Question:
Transcribed Image Text:
Recently, Joe Newcomer witnessed a squabble between a customer and one of the customer service represen- tatives, Tina. The customer, Maria, was attempting to return what she claimed was a defective belt sander. She claimed the sander caused a serious abrasion to her husband's arm, resulting in a trip to the emergency room. There is no question that Tina was rude to Maria in her response. Not only did she curtly refuse to honor the return, claiming the return was beyond the 30-day "no questions asked" return policy, but she suggested that perhaps Maria's husband hadn't appropriately followed the directions. Specifically, she asked whether her husband could read English. Maria angrily responded that although she and her husband are Latino, they are U.S. citizens and fluent in English. When Joe overheard this exchange, he walked up to the return counter and asked Tina to assist another customer. He then offered to assist Maria. Joe had a dilemma. Though he knew Maria had been wronged by Tina's conduct and offensive comment, he had to agree with Tina that the sander probably was not defective and that the return policy could not be honored. Joe was unsure how he should handle this situation. In an ideal world, he hoped he could restore Maria's goodwill while holding firm on the store's policy by refusing the return. Case Questions Should Joe take a positional bargaining approach by apologizing for the rudeness and inconvenience but hold- ing firm on the store's policy? Or should he seek a win/win by accepting the return, even though it goes against store policy, in exchange for restoring Maria's goodwill and the hope of gaining repeat business? Is there a third approach? Which approach would you use? Why? If you select an alternative approach or a combination of the two, defend your position. Think about the conflicts you have had with others in the past year. For the most part, did you take a positional or an interest-based approach to addressing them? Was your tendency to avoid, accommodate, compete, com- promise, or collaborate? Were you satisfied with the outcomes of these conflicts? If you were not satisfied with the way these conflicts were resolved, think about how they might have turned out differently had you taken a more interest-based, collaborative approach to resolving them. Write down the specific behaviors and skills you think you need to develop to be a better conflict man- ager. Further, write down your vision of a successful resolution to a conflict in general. Carry forward these thoughts and ideas as you read the remainder of the text and engage in the activities and discussions. Recently, Joe Newcomer witnessed a squabble between a customer and one of the customer service represen- tatives, Tina. The customer, Maria, was attempting to return what she claimed was a defective belt sander. She claimed the sander caused a serious abrasion to her husband's arm, resulting in a trip to the emergency room. There is no question that Tina was rude to Maria in her response. Not only did she curtly refuse to honor the return, claiming the return was beyond the 30-day "no questions asked" return policy, but she suggested that perhaps Maria's husband hadn't appropriately followed the directions. Specifically, she asked whether her husband could read English. Maria angrily responded that although she and her husband are Latino, they are U.S. citizens and fluent in English. When Joe overheard this exchange, he walked up to the return counter and asked Tina to assist another customer. He then offered to assist Maria. Joe had a dilemma. Though he knew Maria had been wronged by Tina's conduct and offensive comment, he had to agree with Tina that the sander probably was not defective and that the return policy could not be honored. Joe was unsure how he should handle this situation. In an ideal world, he hoped he could restore Maria's goodwill while holding firm on the store's policy by refusing the return. Case Questions Should Joe take a positional bargaining approach by apologizing for the rudeness and inconvenience but hold- ing firm on the store's policy? Or should he seek a win/win by accepting the return, even though it goes against store policy, in exchange for restoring Maria's goodwill and the hope of gaining repeat business? Is there a third approach? Which approach would you use? Why? If you select an alternative approach or a combination of the two, defend your position. Think about the conflicts you have had with others in the past year. For the most part, did you take a positional or an interest-based approach to addressing them? Was your tendency to avoid, accommodate, compete, com- promise, or collaborate? Were you satisfied with the outcomes of these conflicts? If you were not satisfied with the way these conflicts were resolved, think about how they might have turned out differently had you taken a more interest-based, collaborative approach to resolving them. Write down the specific behaviors and skills you think you need to develop to be a better conflict man- ager. Further, write down your vision of a successful resolution to a conflict in general. Carry forward these thoughts and ideas as you read the remainder of the text and engage in the activities and discussions.
Expert Answer:
Related Book For
Business Statistics A Decision Making Approach
ISBN: 9780133021844
9th Edition
Authors: David F. Groebner, Patrick W. Shannon, Phillip C. Fry
Posted Date:
Students also viewed these general management questions
-
What type of business is S. G. Cowen? How is this firm different from the other financial firms? How systems and operations of financial firms are different from other types of businesses - say...
-
Managing Scope Changes Case Study Scope changes on a project can occur regardless of how well the project is planned or executed. Scope changes can be the result of something that was omitted during...
-
Estimate the errors involved in Exercise 63, parts (a) and (b). How large should be in each case to guarantee an error of less than 0.00001?
-
What business decisions can be improved with the help of short-term macroeconomic analysis? What business decisions can be improved with the help of long-term macroeconomic analysis?
-
A particle is moving along the curve y = 52x+5. As the particle passes through the point (2, 15), its x- coordinate increases at a rate of 3 units per second. Find the rate of change of the distance...
-
Electrical testing of motors is a very important Predictive Maintenance procedure. However, cutting away the insulating tape inside the motor terminal box for testing and then re-taping the...
-
Esquire Comic Book Company had income before tax of $1,000,000 in 2011 before considering the following material items: 1. Esquire sold one of its operating divisions, which qualified as a separate...
-
Discuss the significance of heat integration in absorption processes, especially in the design of energy-efficient systems. How can heat exchangers be incorporated to recover and reuse energy within...
-
Use the table Future Value of an Ordinary Annuity for $1.00 per Period on p. 37 to complete the table below. 1. Number Rate FV of FV of Deposit Rate Compounded Years of per Table Interest Ordinary...
-
discussion topics/420875 Accounts Payable 12,300 Accounts Receivable 21,230 Automobiles 48,000 ect Buildings 60,000 Common Stock 25,000 Cash 2,460 Service Fees Earned 17,420 Dividends 1,500 Insurance...
-
The local farm supply store has a clothing section and sells insulated coveralls. they recently increased the price from 42 to 45. after the price increase they observed that the weekly sakes...
-
create a detailed business case for the new Information Technology system. The submission, at minimum, must include the following: Executive Summary Financial Requirements Project Definition...
-
Record a 3-5 minute presentation discussing how you use AI in your daily life and academic career. Include the following in your presentation: How ha AI has made life easier? What challenges you have...
-
Hansson needs to evaluate a potential expansion opportunity. You (done individually), as a special consulting team Hansson hires, need to provide a sound recommendation to him in the end. Discussion...
-
Discuss rationales for why the workplace environments of today are changing. What are some new workplace trends? Discuss how you feel about these trends. Do you know someone who lost a job or went...
-
(a) Water flows through the nozzle of a garden hose. Find an expression for m in terms of line pressure P 1 , ambient pressure P 2 , inside hose diameter D 1 , and nozzle outlet diameter D 2 . Assume...
-
Why do organizations conduct marketing research?
-
Discuss an ethical issue in marketing research that relates to each of the following stakeholders: (1) client, (2) the supplier, and (3) the respondent.
-
What are some of the reasons for the increased need for marketing research?
Study smarter with the SolutionInn App