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Module 4: Module 4 - M4 Assignment 1 Discussion

Assignment 1: Case Scenario Analysis and Discussion

In this assignment, you will respond to two case scenarios. The first case involves a customer relations confrontation made by a customer to you (the customer relations employee). The second case involves an organizational conflict (group to group) regarding outsourcing.

Online Resources: Links to two case studies

Case Scenario I:

Read what transpires and then identify a strategy to handle the issue:

Identify and describe the crux of the issue. What elements of an interpersonal conflict are present?
Using your self-assessment information from Module 2, describe what you would do or attempt to do in this situation. (Your values, personality, conflict style, and emotional intelligence will play a role in this scenario.)

Case Scenario II:

For this case scenario, carefully read the scenario and address the following in the discussion post:

Identify and describe the crux of the issue. Identify the elements of group-to-group conflict that are present.
Using your self-assessment information from Module 2, describe what you would do or attempt to do as a strategy toward resolution of this conflict. Address your assumptions, the contingencies, and how your self-assessment information will influence the strategy.

Submission Details:

By Week 4, Day 3, post your response to the appropriate Discussion Area. Through Week 4, Day 7, review and comment on at least two classmates' responses.

All written assignments and responses should follow APA rules for attributing sources.

Assignment 1 Grading Criteria	Maximum Points
Analyzed the first case scenario to identify the crux of the issue and the interpersonal conflict issues that are present.	6
Formulated a strategy for how to respond to the first case scenario. The resolution strategy is clearly informed by previous self-assessment results.	8
Analyzed the second case scenario to identify the crux of the issue and the group-to-group conflict issues that are present.	6
Formulated a strategy for how to respond to the second case scenario. The resolution strategy is clearly informed by previous self-assessment results.	8
Participated in the discussion by drawing conclusions about the results of others' research, specifically, and by asking questions, providing statements of clarification, providing points of view with rationales, challenging points of the discussion, or making relationships between two and more points of the discussion.	4
While responding, justified ideas and responses by using appropriate examples and references from texts, peer reviewed journal articles, along with other references or personal experiences.	4
Wrote in a clear, concise, and organized manner; demonstrated ethical scholarship in accurate representation and attribution of sources; and displayed accurate spelling, grammar, and punctuation.	4
Total:	40

Use the Respond link to post responses and materials that pertain to this assignment. Use the Respond link beneath any existing postings to respond to them.