Essay about Case Study

871 WordsFeb 13, 20124 Pages
Jan and Ken Case Study 1. Using the chapters on language and emotions to help frame your answer, suggest two ways that Ken could open this conversation more productively. For instance, clearly expressing his emotions and using “I” language. Ken could have approached Jen in a different, less confrontational tone. Perhaps if he had asked her do you have a minute? Jan would have felt as though her time was valuable. The biggest issue that Ken had is that he opened using “you” language. You language assigns blame and seem judgmental. Rather than expressing his feelings clearly, Ken accused Jan without giving her an opportunity to explain her side of the story. A better approach would have been the use of “I” language, for…show more content…
Clearly identifying their emotions and moving to look for a resolution to the conflict. Using the voice response approach would address the issue directly. It does not focus on anger and pointing fingers but rather looks to resolve the issue because it gives each party the opportunity to express their viewpoint. This approach like the loyalty response ensures the other person that you care about the relationship and are seeking to preserve it. 4. Review the eight conflict-management skills discussed in the text. Identify three examples of these skills in the dialogue between Jan and Ken. Finding three conflict-management skills in this scenario was somewhat difficult simply because their discussion was not successful. However, there were attempts to use the check perception skills, relationship meaning and looking for points of agreement. The conversation between Jan and Ken was clear they were speaking to each other as friend and their messages were in tune to that perspective. Ken made an attempt to check perception when he asked Jan, if she was trying to get payback for his decision to inform her dad about her wanting to leave school. Checking perceptions is important to try and grasp the other person’s point of view. Also, Jan made an attempt to find a point of agreement when she brought the

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