FIVE

AN ILLUSTRATED WALK-THROUGH OF A CONFLICT SITUATION

IN THE FOLLOWING PAGES, you will see an unfolding conflict between Pat and Terry, two group managers. Pat’s distribution group handles international customers and Terry’s group distributes to domestic customers. Although the groups share many things in common, different perspectives about staffing, processes, and strategy are creating conflict between these two high-performing managers. At the end of this illustrated scenario, there are questions you can reflect on to measure how the ten-step process described in this book might play out in the real world.

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CONFLICT-RESOLUTION GUIDE

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