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Scenario:

Scenario:

You are a group of top managers who have been charged with resolving an escalating conflict between manufacturing and sales managers in a large company that manufactures office furniture. The company’s furniture can be customized to the needs of individual customers, and it is crucial that sales provides manufacturing with accurate information about each customer’s specification requirements. Over the last few months, however, manufacturing has been complaining that sales provides this information too late for it to make the most efficient use of its resources, that sales is increasingly making errors in describing each customer’s special needs, and that sales demands unreasonably quick turnaround for its customers. For its part, sales is complaining about sloppy workmanship in the final product, which has led to an increased level of customer complaints, about increasing delays in delivery of furniture, and about manufacturing’ s unwillingness to respond flexibly to unexpected last-minute customer requests. Problems are increasing, and in the last meeting between senior manufacturing and sales managers harsh words were spoken during a bitter exchange of charges and countercharges.

(b) the appropriate conflict management techniques to use

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Business-8188572.doc

1. Confrontational Model -- In the situation faced by the organization where there is a difference of opinion due to opposing viewpoints, or one person may think of something
else and the other may...

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