Reference no: EM133095063

Mr. Hendericksen entered do it center, a home improvement store, with a dirty, broken down lawnmower which he had purchased some time ago.

The service manager, Jenna, doubted that the appropriate maintenance schedule had to be kept as required under the warranty. The mower also had a severely chipped blade., probably from hitting a rock. Mr. Henricksen informed that the mower had broken down completely the previous Saturday and believed that the do-it center should either do a complete overhaul of the mower or provide a new one at no cost to him.

Mr. Hendericksen presented a warranty document that had expired six months ago and wanted it to be honored anyway. he claimed that the store knew its mower would break down at the prescribed time and deliberately contrived its warranty to expire well in advance. This is a fraud, he said.

Question

1. Imagine you are Jenna and your objective is to maintain a positive relationship with Mr. Hendricksen

Justify which of Thomas Kilman's Conflict approaches you would use to resolve this situation.

Apply your resolution style to the situation and explain how you would reach a positive outcome.