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CHOOSING YOUR APPROACH TO RESOLVING CONFLICT

To prepare for this discussion, read the case in Chapter 4 (pp. 62-63) and respond to the question.

Why can reasonable people draw different conclusions regarding the best approach to responding to various conflicts? Please support your response with your own experience and evidence from our readings.

ow do we choose our approach to solve conflict that we face? The situations outlined in the text facing Joe are all within the realm of a retail store where the dynamic of store manager and customer provide a unique exchange and balance of power. In this type of dynamic, the customer usually recognizes that whatever employee/manager they are dealing with holds a majority of the power in the situation in determining the outcome of whatever the customer is trying to accomplish.

What and how do you think Joe should handle this situation?

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