07 Jun TOPIC: CUSTOMER SERVICE AT NORDSTROM: A
opic: Customer Service at Nordstrom: A Way to Mitigate Potential Conflict?
The minimum scope of the case analysis must contain a minimum of 1000 words and 2 – 4 pages. It must contain sufficient depth to demonstrate analytical skills, critical thinking, and relevant theories. After explaining theory incorporate the answers to the questions at the end of the case study.
Organizational Behavior Class – Chapter outline
The Nature of Conflicts in Organizations
- Importance of Conflict Management Skills for the Manager
- Functional vs Dysfunctional ConflictCauses of Conflict in Organization
- Structural Factors
- Personal FactorsGlobalization & Conflict
Forms of Conflict in Organization
- Interorganizational Conflict
- Intergroup Conflict
- Intragroup Conflict
- Interpersonal Conflict
- Intrapersonal ConflictDefense Mechanism
Conflict Management Strategies & Techniques
- Effective & Ineffective Techniques
Conflict Management Styles
- Avoiding
- Accommodating
- Competing
- Compromising
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