MANAGING CLIENT RELATIONS: THE CASE OF PETER VOSEK

Michele Williams; Stephen Stumpf

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MANAGING CLIENT RELATIONS: THE CASE OF PETER VOSEK

Journal article

Peer reviewed

MANAGING CLIENT RELATIONS: THE CASE OF PETER VOSEK

Michele Williams and Stephen Stumpf

Journal of the International Academy for Case Studies, Vol.14(7), p.105

12/15/2008

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Abstract

The primary subject matter of this role play case is the interpersonal skills needed to handle a difficult client situation involving power and trust. Since difficult situations often stem from people having different goals, different approaches, and/or different personal styles, diagnosing and attending to these differences are fundamental to resolving both the interpersonal and task-related issues. Resolving difficult situations and retaining the relationship often requires planful dialogue - communications that: (1) are open to and respectful of the others' point of view,(2) treat others' as equals in the situation, and (3) seek to understand the others' views and the assumptions underlying those views. The role play case has a difficulty of five (graduate). It is designed to be used within 50-80 minutes. No outside preparation is necessary. [PUBLICATION ABSTRACT]

Case studies

Chemical industry

Client relationships

Information technology

Interpersonal communication

Managers

Meetings

Role playing

Teams

Details

Title: Subtitle: MANAGING CLIENT RELATIONS: THE CASE OF PETER VOSEK
Creators: Michele Williams
Stephen Stumpf
Resource Type: Journal article
Publication Details: Journal of the International Academy for Case Studies, Vol.14(7), p.105
Publisher: Jordan Whitney Enterprises, Inc
ISSN: 1078-4950
eISSN: 1532-5822
Language: English
Date published: 12/15/2008
Academic Unit: Management and Entrepreneurship
Record Identifier: 9984380740402771

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