Question 3

Joe has so many fires to put out at work and could use a little help in choosing the best approach to respond to them. Survey: Mr. Hassenfuss came in with a dirty, broken-down lawnmower. The mower clearly had not been maintained. Joe doubted that Mr. Hassenfuss had kept the appropriate maintenance schedule as required under warranty. The mower also had a severely chipped blade, probably from hitting a rock. Mr. Hassenfuss claimed that the mower broke down completely last Saturday. More Power should either do a complete overhaul of the mower or provide a completely new mower at no cost. Mr. Hassenfuss presented a warranty document that had expired a half-year before and claimed that the warranty should be honored anyway. He claimed that More Power knew its mower would break down at a prescribed time and deliberately contrived its warranty to expire well in advance. This was fraud, he claimed. Which approach would you take to address the conflict? Avoid Compete O Compromise Collaborate Compromise Save my choice