Wk 3 Summative Assessment
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University of Phoenix *
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321
Subject
Communications
Date
Feb 20, 2024
Type
docx
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1
Uploaded by ElderFangPuppy18
10-02-2023
Kirby Lewis
Week 3- Summative Assessment: Communication, Collaboration, and Conflict Management Effective communication requires us to be clear and complete in what we are trying to express. Listening is one of the most important aspects to communication and in this scenario, listening was not demonstrated from the coordinator. Effective communication also helps builds relationships, teamwork, and trust. In this scenario, the patient staff’s morale was affected due to poor communication from the coordinator resulting in a lack of trust and negative emotions in the workplace. Lastly, the coordinator made witty remarks when the no-show and cancellation appointments problem was finally resolved. The quality of communication in this scenario was poor. The type of conflict illustrated in the scenario was the patient access team feeling ignored from the coordinator regarding an ongoing issue with the no-show and cancellation appointments. The staff receptionist stated, “she reported her suspicion several times to management, but nothing was checked”. The coordinator continued to ignore the direct statements and suggested she would study another theory instead of process the staff’s input and because of this action, the patient staff was emotional and frustrated. The defensive climate created by the conflict will affect the team member’s ability to collaborate and communicate in the future because team member’s will feel their voices are not being heard and therefore
abstain from communicating their needs, leading to a lack of trust between team members and other staff. Strategies the manager could use to resolve the conflict between the team members to create a supportive climate again is by not ignoring the conflict when it was first brought to management’s attention. The receptionist stated she reported the issue several times and nothing was done. The coordinator and patient staff should be able to come together and effectively communicate with one another so that a plan or a solution can be developed. Managers should collaborate with team members to understand their concerns and expressing their own concerns in an effort to find a mutual solution. Strategies the manager could use for improving communication and collaboration between team members
in the future are to schedule meetings that offer space for team members to talk freely. This will allow team members to discuss any concerns or problems they may have. I would also set the right tone when speaking to team members. The coordinator “quipped”, emotions are okay. Quipped means to make a witty remark so I would avoid those type of words when speaking to team members. The manager can measure the performance of the team by the quantity of how many appointments are confirmed since the artificial barrier of two weeks was terminated. This will show that scheduling patients
for same-day appointments is beneficial to the medical practice and trying to discourage the patient is not the solution. The manager will be able to determine if they are progressing and meeting their objectives by seeing an increase in confirmed appointments.
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