D268 task 2
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School
Western Governors University *
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Course
D268
Subject
Communications
Date
Apr 3, 2024
Type
docx
Pages
6
Uploaded by melonieprice
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.
Note: The interpersonal communication behaviors could be verbal or nonverbal.
Write about Raymond here. In the conflict management video, I notice two things about Raymond immediately. His body language was mostly closed during the conversation and his tone in his voice. I noticed conflict of process because neither of
them could figure out a common goal, it seems like they were blaming each other back and forth. Conflict of substance was present as well because Raymond felt as though he along with the other nurses weren’t valued and the pharmacists felt the same way. Write about Jenna here. During the video, Jenna tried to remained opened in her body language and tried to stay positive in speaking. Her facial expressions made the viewer feel as though her feelings were being hurt and she felt personally attacked. A1A
. How did Raymond’s and Jeanna’s behaviors in A1 escalate the conflict? Describe how each
of the identified behaviors in A1 escalated
Write about Raymond here.
Raymond remained closed and agitated during the conversation. He always was interruptive at times. This provided no way for Jenna to feel as though she was trying to help Raymond understand that nurses were
the conflict.
not the only ones short staffed and overworked. This escalated the conflict by Jenna being offended and cut off. Conflict of process could not be met because the communication was one sided on each party.
Conflict of substance was not met because each party felt attacked; nurses personally attacked by pharmacy and pharmacy personally attacked by floor nurses.
Write about Jenna here.
Jenna seemed to be focused on just supporting the fact that the pharmacists were
feeling the negative effects as well and not actively listening to Raymond. Jenna did not make Raymond feel like he was being heard as Jenna was interrupting at times as well.
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.
Write about Raymond here.
Raymond could change is tone of voice, facial expressions and body language. Removing blame from the conversation could
have helped this conversation and having a calmer demeanor would have helped relax the entire meeting. Write about Jenna here.
Jenna could use better listening skills and be receptive to what Raymond was saying. She could have repeated some of Raymond’s concerns and that would have made him feel like he was being heard. This was a type of aggressive listening on Jenna.
A2A
. Describe how each of the identified behaviors in prompt A2 could have been used to de-escalate the conflict. Write about Raymond here.
What could have helped Raymond is by being less blameful, closed off, abrasive and interruptive could change the outcome of the conversation.
Write about Jenna here.
Jenna could be a better listener which could have helped Raymond be more comfortable expressing his concerns. Jenna could ask for
concerns in a manner that let Raymond know
he was being heard.
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
Write here what Raymond should have done
Raymond could change is facial expression and body language.
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Write here what Jenna should have done
Jenna could have been more pleasant and changed her approach to the start of the conversation.
Opening
Write here what Raymond should have done
start the conversation off with a gentler greeting instead of using the words “finally meeting”.
Write here what Jenna should have done
Jenna could have started off the conversation with positives instead of just asking to talk about their differences
.
Exploration
Write here what Raymond should have done
Raymond did not listen to how Jenna felt, he could have repeated her concerns and talked
about ways to reduce the stress on both nurses and pharmacists.
Write here what Jenna should have done
Jenna implied what she thought Raymond was saying. Instead, she could have asked if that’s what he meant, not just assumed. This can lead to more conflict.
Bargaining
Write here what Raymond should have done
Raymond thinks that only nurses are feeling the stress of the staffing shortage. He could ask what they could compromise together to reach a common goal.
Write here what Jenna should have done
Jenna could ask for her and Raymond to come up with a list of resolutions together and take it to each of their departments to collaborate more with each other to meet a shared outcome.
Agreement
Write here what Raymond should have done
Raymond could take a list to his department on what they would like to have put in place to make getting medications quicker for new patients and scheduled to meet for another meeting with Jenna to discuss ways to meet an agreed outcome.
Write here what Jenna should have done
Jenna could do the same as Raymond and provide steps that need to be taken before simply prescribing the medications for new patients and meet at another time to have an agreed upon resolution.
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.
Don’t forget to proofread your work. Professional communication is graded.
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