PROBLEM

Joe has so many fires to put out at work and could use a little help in choosing the best approach to respond to them. Here is a sampling of the issues confronting him:

Previously, Joe apologized to Maria, a customer, for an offensive remark Tina made. Now, Maria and her husband, Eric, have returned to the store and appear less concerned about Tina's offensive behavior and more concerned about getting satisfaction regarding the belt sander they claim is defective. They also want More Power to reimburse them for a small medical bill they incurred when the belt sander caused an abrasion to Eric's arm. While Joe feels badly about Tina's behavior toward

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PART I: The Theory and Context for Managing Conflict