D268 Task 2

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University of the Cumberlands *

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D268

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Communications

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Apr 3, 2024

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docx

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6

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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.
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