Instructions

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.

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1. Explain the sources of conflict in Elaine’s interaction with customer service and David.
2. Explain the ways you would assess Elaine’s approach to managing the conflict.
3. 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.