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.
- Explain the sources of conflict in Elaine’s interaction with customer service and David.
- Explain the ways you would assess Elaine’s approach to managing the conflict.
- 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.
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