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    Team Conflict: The "Chatty" Accusation at the Customer Support Call Center

    Behfar, Kristin J. ; Yemen, Gerry ; Davidson, Martin N.

    • Reference: DARDEN-OB-1046-E

    • Number of pages: 4

    • Publication Date: Jan 28, 2013

    • Fecha de edición: Jul 19, 2023

    • Source: Darden University of Virginia (USA)

    • Type of Document: Case

    • Industry Setting: Goods, Trade, and Consumer Services

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    Description

    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 Central American employee on the team, whom the North American team members 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?

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    Keywords

    Conflict cross-cultural teams cultural difference cultural lens DEI Diversity global group norms identity interpersonal leveraging difference Multinational Personality power distance Problem solving team interaction