Customer Service at Nordstrom

Topic: 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 Conflict

Causes of Conflict in Organization

Structural Factors

Personal Factors

Globalization & Conflict

Forms of Conflict in Organization

Interorganizational Conflict

Intergroup Conflict

Intragroup Conflict

Interpersonal Conflict

Intrapersonal Conflict

Defense Mechanism

Conflict Management Strategies & Techniques

Effective & Ineffective Techniques

Conflict Management Styles

Avoiding

Accommodating

Competing

Compromising

Collaborating