Unresolved conflict between staff members can seriously erode morale and reduce productivity. Thus, the manager who has learned to use conflict resolution skills effectively is a valuable asset to any company. As you watch the video, note Pauline's unsuccessful efforts to resolve this conflict. How could she improve? What should she avoid in similar situations in the future?

After you've watched the video, click the "next" button to learn exactly what Pauline failed to do to meet this challenge.

 
 
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