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.

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.