Tools for resolving conflict at work discussion

timer Asked: Mar 8th, 2019
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Question Description

after reading Ch. 1 in Griffith and Goodwin (2013), in no less than three pages, please address the following case questions from “Case: Confrontation vs. Cooperation” (p. 13):

  1. “Should Joe take a positional bargaining approach by apologizing for the rudeness and inconvenience but hold firm to the store’s policy?
  2. Or should he seek a win/win by accepting the return, even though it goes against the store policy, in exchange for restoring Maria’s goodwill and the hope of gaining repeat business?
  3. Is there a third approach?
  4. Which approach would you use?
  5. Why?
  6. If you select an alternative approach or combination of the two, defend your position.”

Your paper should be in APA style, with a Title and References page. At minimum, you should cite the class textbook and at least two other academic sources to support your claims. No Abstract is needed.

BOOK:Griffith, D., & Goodwin, C. (2013). Conflict survival toolkit: Tools for resolving conflict at work (2nd ed.). New York: Pearson. (ISBN-13: 9780132741057)

Tutor Answer

School: Duke University


Running head: CASE STUDY


Case Study
Student’s Name
Institutional Affiliation



Should Joe take a positional bargaining approach by apologizing for the rudeness and
inconvenience but hold firm to the store’s policy?
Joe witnessed the entire situation between Maria and Tina. Even though Tina is expected
to uphold the thirty-day return policy, she is in no way supposed to insult their client. Solving
and handling of conflicts highly depends on the type of conflicts and the parties who are
involved in the conflict (Godwin & Grifith, 2007). The most important thing that Joe can do is to
handle the situation differently by apologizing for the incident and explain the policy of the store.
If Tina had not insulted the policy, the business remains and can be enforced by positional
When entering a mediation, positional bargaining is the first approach that most
individuals adopt when they are entering a negotiation (Godwin & Grifith, 2007). In this case,
Joe will compensate only up to a particular sum to maintain the worker. An apology can enforce
the policy for the rudeness of Tina since the store is not able to give the return since it is after the
thirty days. It is also important that Joe talks with Tina about her attitude...

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