Solved Case Analysis: Team Conflict: The “Chatty” Accusation at the Customer Support Call Center by Kristin J. Behfar, Gerry Yemen, Martin N. Davidson

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Description

This case is used in Darden’s core Leading Organizations course and is appropriate for MBA, Executive MBA, GEMBA, and executive education programs. The manager of a baby product company’s global customer support center observes friction among her staff about the only non-American on the team, whom the others accuse of increasing their call response rate time?thus effectively lowering their pay. When conflict arises on a multicultural team, to what extent can it be attributed to cultural differences and when should a manager become involved?

Publishing Authority:

Darden Business Publishing – University of Virginia

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