Reference:

1. YouTube video link: https://www.youtube.com/watch?v=qR3isRhTQFQ
2. Reading: Cloke, K. and Goldsmith, J. (2011) Resolving Conflicts at Work. San Francisco: Jossey Bass. Chapter 7. LEARN FROM DIFFICULT BEHAVIORS

Questions:

1. In what ways is conflict present between the two female employees in the video? Over what do the employees disagree?
2. How might we learn about the organizational context that may have encouraged Nancy to behave in the way she did with the customer? Review in our reading this week sections of the chapter that deal with "rewards" for difficult behavior to unpack what in the organization may have encouraged or pressured Nancy to behave the way she did.
3. In what ways do you think the co-worker was effective at addressing Nancy's 'difficult' behavior? In what ways do you think she was ineffective?How might you have handled this differently?