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BUS 272 Study Guide - Final Guide: Intellectual Property, Selective Perception, IngratiationExam

Business Administration
Course Code
BUS 272
Lieke Ten Brummelhuis
Study Guide

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BUS 272 Practice for FINAL EXAM w/ examples of case study questions
from core concepts from textbooks & slides
Conflict Resolution:
Case #1:
You are the CONSULTANT for the Beedie School of Business. The business school is
going through an organizational change process. The dean has appointed all Beedie faculty and
staff members to a project team (ca 10 persons per team). Each project team will solve a problem
of their choice (e.g. improve cohesion at Beedie).
You are sitting in at a meeting and observe a conflict between Kim (staff) and Jack
(faculty). Kim has a very disagreeable personality and is very sensitive. She accuses Jack to be
dominant and never give staff members room to voice their ideas. Kim and Jack get in a huge
argument. Kim leaves the room upset. Jack reports to the dean that something needs to be done
about Kim’s attitude or else he will quit.
The dean calls you the next day and tells you that you need to solve the
problem between Kim and Jack. What would you do?
Analyze the problem. Find out if Kim and Jack often have arguments and what the reason
for this is (relationship conflict). Also find information about the technical aspects of the current
conflict (task conflict). Find out what the standpoint of each is, and why they have this point of
Change communication skills. Build a trusting relationship with Kim first. Then, point
her at some of her behaviors that are less constructive and suggest alternatives (listening,
focusing on the issue not the person, expressing underlying interest).
Improve communication on the spot. Organize a meeting with Kim and Jack with the
single purpose to exchange information. Also let them explain their point of views and the
reasons of them. This will increase understanding for each other.
Case #2:
Jake, a car dealer, supervises five sales people. He has a budget
of $2000 for bonuses. He promises the $2000 bonus for

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the sales person who sells the most cars by the end of the
month. By the end of the month Paul and Marian both sold
seven cars. Jack has only $2000 dollars for the bonus. Now,
Paul and Marian negotiate with Jake about their bonus.
1) What would be outcome be if Jake uses a distributive bargaining strategy?
2) Can you think of options to solve this issue with an integrative bargaining strategy? What
would be a possible outcome?
Distributive solution is to split the bonus and give Paul and Marian each $1000
A possible integrative solution is to give Paul a bonus of $2000 and give Marian 3 extra
vacation days after asking them about what they really want (and their interests). You could also
give Paul a lease car for free for 6 months (this is something the car dealership can easily give)
and to give Marian the $2000 if it turns out that Paul wants money for a new car (Paul’s interest)
and Marian needs money for a dentist bill (Marian’s interest).
Influence Tactics:
Question #1:
A supervisor in a toy store tries to influence employee Eric.
Which influence tactic is used in each example?
1) “Hi, Eric, good that I see you. I need your help. I know you are very good with people. There
is a very demanding customer at the counter. Could you perhaps assist her?
2) “Hi Eric, you know that as a company we value excellent customer service. Here is an
opportunity for you to endorse this key value. Could you help the client at the counter?”
3) “Eric, help the client at the counter asap, or you will have to work 30 minutes longer today.”
4) “Eric, could you stay a little longer and help the client at the counter? You can start 10
minutes later tomorrow.
Inspirational appeal
Pressure / threats
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