Conflict Management Essay

Conflict Management
The importance of conflict management in our workplaces as related to business management studies.
# 51348 | 911 words | 5 sources | APA | 2004 | US
Published on May 24, 2004 in Business (Statistics) , Business (Management) , Business (Applied Operations)

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This paper demonstrates, using the example of Southern California Edison (SCE), the use of appropriate conflict management styles within a contextual framework of department function, objectives, and circumstances. The two chosen departments, which form the basis for comparison, are the claims department and the public relations department of SCE. Further, given the purpose of this paper, the discussion that follows is structured on the lines of outlining each department's function, objectives, and contextual use of conflict management styles.

From the Paper:

"Set up under the support of Customer Care, the function of the SCE Claims Department is to investigate, evaluate and process every customer claim on a case-by-case basis (Southern California Edison). Given that the processing of claims involves deciding whether SCE is financially liable or not to customers who have suffered from damages caused by power shortage or interruptions, it can be inferred that the claims departments has the objective of minimizing SCE's financial liability. At the same time, it is also obvious that the claims department has an objective of achieving customer care, given the very fact that the function operates under its umbrella. This means that the claims department has the dual objective of simultaneously endeavoring to do damage control among dissatisfied customers through a process of customer care and retrieval. Conflict Management Styles Leading from its function and objectives, it can be logically inferred that the two styles of conflict management best suited to this department would be the accommodating or competing styles. The actual use of either would, however, depend on the contextual validity of each individual case."

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APA Format

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MLA Format

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