Assignment task:
Case Study Team Conflict: The "Chatty" Accusation at the Customer Support Call Center
1. What issue(s) is (are) the team facing? Are the issues strictly cultural or are these typical problems faced in teams? The primary issue appears to be increased calls times has been created
2. a) What are Jennifer's intentions with regard to establishing a monetary penalty for spending too much time on the phone with customers? b) Does the policy align with the company's overall values/goals/strategic plan? c) Is call time the appropriate measure to use for customer satisfaction? d) Aside from any cultural reasons/influences, why might Sonia insist on walking the customers through the training videos?
3. Is Sonia using nondefensive communication? Provide evidence to support your view.
4. a) Which conflict handling style do you think is preferred/used by each team member? Jill: Jordan: Jeff: Sonia: Jennifer: b) Which conflict handling style would work best in this situation?