D268 Task 2
docx
keyboard_arrow_up
School
University of the Cumberlands *
*We aren’t endorsed by this school
Course
D268
Subject
Communications
Date
Apr 3, 2024
Type
docx
Pages
6
Uploaded by ProfessorHeat11023
RRM3 D268 Task 2 TEMPLATE
Instructions:
Complete and submit this document as your Task 2 for D268.
Instructions for Section A:
First, watch the “Workplace Conflict” video
. Then, analyze the video’s interaction by doing the following:
Tip: See Section 2 (The Art of Conflict Management and Professional Conversations) Lesson 4 for information on interpersonal communication behaviors.
A1. For each
character (i.e., Raymond & Jenna) you observed in the video,
identify 1 or 2 interpersonal communication behaviors that escalated the conflict.
See Section 2: Lessons 4.2-4.5 Managing Conflict: Interpersonal Conflict.
Note: The interpersonal communication behaviors could be verbal or nonverbal. Raymond
Two behaviors that escalated the conflict were Raymond’s body language and his negativity in tone and comments.
Jenna
Two behaviors that escalated the conflict were Jenna’s body language and her defensiveness.
A1A
. How did Raymond’s and Jeanna’s behaviors in A1 escalate the conflict? Describe how each
of the identified behaviors in A1 escalated
the conflict.
Raymond
In the video, I observed two interpersonal communication behaviors that escalated the conversation. Raymond starts the video with his arms crossed, which shows negative and closed-off body language. During the conversation, he escalated the conflict by having a sarcastic tone and by making negative comments such as “Thank you for finally having this meeting” and “The pharmacists are too slow in completing the medication verifications and filling orders”.
Jenna
In the video, Jenna starts with an open body posture but as the conversation progresses, she crosses her arms showing she is becoming frustrated with the conversation and is closing herself off. At the beginning of the conversation, she seemed very open-
minded about discussing the frustrations between the nursing staff and the pharmacists, but as the conversation continued, she started to become defensive which escalated the conflict.
A2.
For each
of the interpersonal communication behaviors identified in prompt A1, provide an alternative communication behavior that could have been used to de-escalate the conflict. Note: The interpersonal communication behaviors could be verbal or nonverbal.
Raymond
Raymond could have had a more relaxed body language by not crossing his arms. He also could have been less negative about the
pharmacists.
Jenna
Jenna could have kept her body language open, instead of crossing her arms and becoming closed off. She could have been more understanding of Raymond’s point of view.
A2A
. Describe how each of the identified behaviors in prompt A2 could have been used to de-escalate the conflict. Raymond
If Raymond would have started off the conversation with an open posture, it could have shown that he was open and willing to discuss the issues. Raymond could have de-
escalated the conflict by refraining from making negative comments about the pharmacists. He should have listened to Jenna’s point of view and been more understanding of the stress on the pharmacists because the nursing staff was
going through similar stress.
Jenna
Jenna could have kept her posture open showing she was active listening instead of crossing her arms showing that she was frustrated and becoming closed off from the conversation. She could have refrained from becoming defensive by understanding Raymond’s points and by explaining why the changes have slowed down the work done by the pharmacists.
Instructions for Section B:
Tip: See Section 2 (The Art of Conflict Management and Professional Conversations) Lesson 3.4 (The Steps of Negotiation 1/2) and 3.5 (The Steps of Negotiation 2/2) and the course videos
for more about the negotiation stages.
Recommend how each
of the characters in the video (i.e., Raymond & Jenna) could have spoken or behaved differently to manage and resolve the conflict by specifically addressing each of the 5 steps of negotiation listed below: Be sure your description for each stage is specific and gives an example of what each character could/should have done.
Pre-negotiation
Raymond
Before going to the meeting, he should have thought about his expectations for the meeting and his goals. He should have analyzed the problem and thought of solutions to suggest to Jenna. He should have taken time to work through his feelings about the situation.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Jenna
Before going into the meeting, Jenna should have thought about the problems going on with the medication verification and how things could change to make the process faster. She should have considered how the problem is affecting the other departments.
Opening
Raymond
Raymond should have gone into the meeting with a more professional attitude instead of going into the meeting being defensive. He should have started the meeting with an open posture instead of crossing his arms. This would have shown that he was open and positive instead of defensive and negative.
Jenna
Jenna started the conversation with a friendly
and open posture. However, she let Raymond’s attitude affect her negatively. She
should have remained calm and positive and should have voiced her concerns to Raymond.
Exploration
Raymond
Raymond should have actively listened to Jenna’s concerns instead of only being concerned about the nursing department. He should have remained open to exploring the problems and possible solutions between the
departments.
Jenna
Jenna should have explained the problems and delays that her department was experiencing so Raymond could have been more understanding and could have discussed possible solutions that would benefit both departments.
Bargaining
Raymond
Raymond should remain calm and be open to discussing possible solutions that would benefit both the nursing and the pharmacy departments. Raymond should be open to receiving suggestions and to giving suggestions to solve the problems. Jenna
Jenna should have explained possible solutions for the delays and how these solutions could benefit both parties. She should have explained that they have the same goals and should have recommended that they work together to solve the issues.
Agreement
Raymond
Raymond should agree to a solution that would benefit the nursing department and the
pharmacy department. They should both agree that patient safety and care is their number one goal and Raymond should agree
to discuss the solution with the nursing department so everyone is on board. Raymond should monitor the progress since the change and should schedule a follow-up meeting to discuss further problems.
Jenna
Jenna will agree to a solution that benefits everyone. She should discuss the solutions with the pharmacy department to make sure everyone is doing what they need to do regarding the solution. Jenna should schedule a follow-up meeting with Raymond to make sure the solution is still working for both parties.
Instructions for Section C:
I
f sources are used, acknowledge sources—using in-text citations and references—for content that is quoted, paraphrased, or summarized. Note:
Sources are not required for this assignment unless you are using research to support your claims. If you use research, you must cite in-text
and create a reference list. You are encouraged to use the Simple Guide for Citing Sources
.You do not have to cite the course materials. Instead, you may introduce the information using a phrase like these: “Course material states” or “Course information explains.” Do not directly quote course materials; paraphrase instead.
WRITE REFERENCES HERE, IF APPLICABLE.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help