Jerry did not feel like going to work today, he was feeling exhausted and fed up. Jerry was appointed team leader in the morning shift in Greasy Jo’s Café eight weeks ago. Some of the team members were causing conflict within the group by attacking Jerry personally, behind his back, and blatantly refusing to follow company rules. They felt that as they have worked there longer, one of them should have been given the position of team leader. Jerry did not feel he had been there long enough to be able to assert himself successfully. He knew that if action was not taken quickly, the situation would deteriorate and he would have no control over the team’s work effort. He had tried telling them the team members what to do and how to do the work. He was constantly checking their work and had several arguments with different team members What is/ are the problem? What do you feel has caused this conflict situation? How would you resolve this conflict situation? Answer the following questions: What are the stages of conflicts? Explain and cite examples for each. What are the two types of reaction of an individual toward conflict? Explain the effect of each attitudes? What is non-verbal communication? Suppose that you are working in a front desk, as you attend to the concern of the first guest, the one behind her seems to look at her watch often. What message does that convey? How would you handle the situation? Explain the step-by-step process of resolving complaints.

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Jerry did not feel like going to work today, he was feeling exhausted and fed up.

Jerry was appointed team leader in the morning shift in Greasy Jo’s Café eight weeks ago. Some of the team members were causing conflict within the group by attacking Jerry personally, behind his back, and blatantly refusing to follow company rules. They felt that as they have worked there longer, one of them should have been given the position of team leader.

Jerry did not feel he had been there long enough to be able to assert himself successfully. He knew that if action was not taken quickly, the situation would deteriorate and he would have no control over the team’s work effort. He had tried telling them the team members what to do and how to do the work. He was constantly checking their work and had several arguments with different team members

What is/ are the problem?

What do you feel has caused this conflict situation?

How would you resolve this conflict situation?

Answer the following questions:

What are the stages of conflicts? Explain and cite examples for each.

What are the two types of reaction of an individual toward conflict? Explain the

effect of each attitudes?

What is non-verbal communication? Suppose that you are working in a front

desk, as you attend to the concern of the first guest, the one behind her seems to look at her watch often. What message does that convey? How would you handle the situation?

Explain the step-by-step process of resolving complaints.

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