摘要：This case study is based upon actual events that occurred in a retail community pharmacy setting. The case examines the primary subject matter of interpersonal conflict management during normal operations of the pharmacy. Bob, the Pharmacy Manager, experiences several conflicts within the pharmacy and must resolve these conflicts in an appropriate manner as a pharmacist and as a manager. Even though conflict occurs in any business situation, we utilize the pharmacy setting to provide insight into management of conflict in both a professional setting as well as a retail setting. Secondary subject matter examined within the case includes customer service, retail theft, and communication issues between colleagues. Teaching notes will examine the types of conflict occurring within the case as well as the stages of the conflict process, including the modes of conflict resolution and a manager’s self assessment in handling these situations.
关键词：Interpersonal conflict management; pharmacy; customer service; and communication.
