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Team Conflict: The "Chatty" Accusation at the Customer Support Call Center
Behfar, Kristin J.; Yemen, Gerry; Davidson, Martin N. Case OB-1046 / Published January 28, 2013 / 5 pages.
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Product Overview

This case is used in Darden's core Leading Organizations course and is appropriate for MBA, Executive MBA, GEMBA, and executive education programs. The manager of a baby product company's global customer support center observes friction among her staff about the only non-American on the team, whom the others accuse of increasing their call response rate time?thus effectively lowering their pay. When conflict arises on a multicultural team, to what extent can it be attributed to cultural differences and when should a manager become involved?

Learning Objectives

Create a learning situation to illustrate the importance of identifying when challenges are unique to cross-cultural teams and when difficulties are typical across teams in general. Use concepts from an organizational behavior course to analyze difficult team situations and determine whether it is appropriate for managers to intervene.

  • Overview

    This case is used in Darden's core Leading Organizations course and is appropriate for MBA, Executive MBA, GEMBA, and executive education programs. The manager of a baby product company's global customer support center observes friction among her staff about the only non-American on the team, whom the others accuse of increasing their call response rate time?thus effectively lowering their pay. When conflict arises on a multicultural team, to what extent can it be attributed to cultural differences and when should a manager become involved?

  • Learning Objectives

    Learning Objectives

    Create a learning situation to illustrate the importance of identifying when challenges are unique to cross-cultural teams and when difficulties are typical across teams in general. Use concepts from an organizational behavior course to analyze difficult team situations and determine whether it is appropriate for managers to intervene.