Q1. Liang is the manager of an insurance call center located in Mesa, AZ. The center handles calls from current and prospective customers from all over the country, and for the most part, his staff of customer service specialists work well together. However, he has noticed a bit of conflict developing between two of his employees: Zaina and Samantha. Both Zaina and Samantha are scheduled to work from 8:00 a.m. to 4:30 p.m., and he has observed that Zaina is consistently 10 to 15 minutes late to work. She stays at her desk past 4:30 to make up her time, but the fact that she is late every day is not sitting well with Samantha. Samantha has talked to Liang and insists that he do something because regardless of how late Zaina stays, she should be at work by 8:00. Answer the following questions based on this information. a. One of the methods of dealing with conflict is avoidance. Would you recommend that Liang adopt this approach or should he get involved with helping to resolve the conflict? Provide reasons for your answer. b. Assume that Liang decides to let Zaina and Samantha take care of the situation themselves. Do you believe the problem with go away or get worse? Explain the reason or reasons for your answer. c. Liang meets with Zaina to discuss her tardiness, and she tells him that her 5-year old son is enrolled in a special needs day care center and the earliest she can drop him off is a few minutes before 8:00. With traffic at that time of the morning it is difficult for her to arrive at the office by her scheduled start time. Would this additional information change how Liang should deal with the conflict? Explain why or why not.
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