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The purpose of this paper is to demonstrate, 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. Finally, 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 auspices 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."
Cite this Essay:
Conflict Management (2004, August 24) Retrieved April 09, 2020, from https://www.academon.com/essay/conflict-management-52332/
"Conflict Management" 24 August 2004. Web. 09 April. 2020. <https://www.academon.com/essay/conflict-management-52332/>