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Published by:
Darden Business Publishing (2013)
30 June 2014
5 pages
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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?
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