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Verbal and non-verbalcommunication.

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You are a manager of a retail store (a national chain). One day you overhear two of your supervisors arguing in the rear of the store (in front of numerous employees and customers). Their voices are raised and they are both gesturing wildly.

  1. How would you handle the situation? Explain, assuming you are currently witnessing the exchange.
  2. Explain why their behavior is inappropriate.
  3. One of the supervisors says the conflict is “healthy.” Do you agree this is healthy conflict? Explain. Use Lucas text to support your answer.
  4. What is an important reason for practicing good listening skills in a customer service environment?

Sample Solution

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