Jack, a sales manager, is confronted by Jessica, a dissatisfied customer.Jessica claims that she has received a defective piece of merchandise and wants to make a complaint.Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff, and recorded into the complaint-handling system.After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days.The conflict resolution technique used by Jack in this situation is called _____.
A)distributive bargaining
B)administrative orbiting
C)due process nonaction
D)character assassination

Question

Jack, a sales manager, is confronted by Jessica, a dissatisfied customer.Jessica claims that she has received a defective piece of merchandise and wants to make a complaint.Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff, and recorded into the complaint-handling system.After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days.The conflict resolution technique used by Jack in this situation is called _____.​
A)​distributive bargaining
B)administrative orbiting​
C)due process nonaction​
D)character assassination​

Quizplus · Accepted Answer

Due process nonaction is a conflict resolution technique where the person in charge of resolving the conflict follows a set of procedures and rules, and does not take any action until all of the procedures and rules have been followed. In this case, Jack tells Jessica that she needs to fill out a complaint form, which will be reviewed by the frontline staff, and recorded into the complaint-handling system. After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days. This is an example of due process nonaction because Jack is following a set of procedures and rules, and is not taking any action until all of the procedures and rules have been followed.

Jack, a Sales Manager, Is Confronted by Jessica, a Dissatisfied