case study

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Description

Review the case study "Elaine's Challenging Experience" on pages 328–329 in the course textbook. Then, write a two-page paper that addresses the criteria below.

  1. Explain the sources of conflict in Elaine's interaction with customer service and David.
  2. Explain the ways you would assess Elaine's approach to managing the conflict.
  3. Identify advice that you would give, as a leader, to Elaine to improve her interactions and conflict management.

Use the information you learned throughout the unit to support your interpretations of the case. Outside resources are not a requirement for this assignment

I have the pages of the study***

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Explanation & Answer

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Running head: ELAINE’S CASE STUDY

1

Elaine’s Case Study
Institution Affiliation
Date.

ELAINE’S CASE STUDY

2

Introduction
In everyday life interactions, conflicts are ever prevalent. The possibility of conflicts
among customers and service providers is even more. This is due to the inherent nature of service
provision; real or perceived customer dissatisfactions are likely to rise. The above therefore make
it necessary for service providers to develop appropriate strategies for addressing customer
dissatisfactions while maintaining a good temperament. It is important for service providers to
develop such skills so as to create efficient and customer friendly business services. In this paper,
I will discuss the intricacies around addressing customer dissatisfaction and conflict resolution.
Sources of conflict in Elaine’s interactions
Upon a conscientious consideration of the case study, it is apparent to me that the following
are the sources of the conflict in the situation. Elaine raised her eyebrows and smirked at the
customer. Since she had realized that the problem was that the phone had fallen into the water,
instead of employing an amic...


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