Managing conflict is an important skill that needs to be mastered in order for those in leadership positions to become successful. In the world of sales, ensuring delivery of quality product is paramount for maintaining competitive advantage within an industry. My organization of choice to examine conflict negotiations is a construction materials distributor company. This company sells tools, steel, fasteners and hardware to smaller retailers. In this incident, a delivery of tools is being delayed due to logistical issues by the company to the customer. The customer has been a loyal for many years and gives the company most of its business. A promise by the sales representative was broken due to transportation troubles stemming from the weather. As a result, the retailer lost a sale valued at approximately $10,000. The customer is trying to recoup this loss by demanding a refund and other compensations.

The distribution company broke...
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