Prior to beginning work on this assignment, read Chapter 1, Chapter 2, and Chapter 3 from your textbook; the Week 1 Weekly Lecture; and the article Focusing on the Fundamentals of Effective Communication Within an Organization.

As the manager of a bank, you have just walked in on an angry customer who was demanding to have a late penalty removed from his account. The employee who was helping him began to argue that the late penalty was applied correctly.

In your paper,

• Describe how you would address this situation.
• Explain how you would approach your employee.
• Identify how you would satisfy the situation with the angry customer.