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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. Write about Raymond here. In the video, Raymond is visibly upset. He comes off as annoyed and standoffish. Raymond has his arms crossed and is not talking respectfully. You can see this is both his tone and the things he says to Jenna. Another thing I noticed is that Raymond was being very accusatory towards Jenna, as if it was her fault that they were going through this. Write about Jenna here. Jenna in the beginning seemed to be the most welcoming one. You could tell this from her body language and the words she was using. Jenna seemed to be the one who wanted to find a solution to the problem at hand, rather than put blame on someone. Jenna was being calm in appearance and welcoming in her words. 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. Write about Raymond here. Raymonds behavior escalated the conflict because he came in with a negative attitude. He was very short with his tone, and was acting very irritated. His behavior escalated the conflict because he we putting blame on the pharmacists and came in with a negative attitude which escalated the conversation because it puts Jenna on the defense.
Write about Jenna here. In my opinion, Jennas behavior did not escalate the conflict because she came in with an open mind and was not negative in the conversation. The only thing I could think of that could have escalated the conflict was when she was defensive over the pharmacy, it could have made Raymond madder and more wanted to start more 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. Write about Raymond here. Raymond could have approached the conversation differently by using the stop and think technique before his meeting. If Raymond would have done this, he could have checked his emotions before his conversation. This would have helped him to have an open mind in the conversation and to not come into the conversation with a negative attitude. Another thing Raymond could have done was using a better tone of voice that wasn’t so rude and negative, this would have helped de-escalate the conflict. Write about Jenna here. Jenna had a better attitude than Raymond at the beginning, but throughout the conversation you could see her getting defensive and showing negative emotions towards Raymond. Instead of becoming defensive, Jenna could have remained calm and told Raymond she is willing to have a civil and understanding conversation.
facing, and ways him and Jennas department could work together to help take some of the tension off of their shoulders, instead of putting the blame on her. Write here what Jenna should have done To prepare for the conversation, Jenna could have also came up with a few suggestions to how the departments could work together to take off tension. She also could have came up with ideas her department could implement to deal with Raymonds frustrations. Opening Write here what Raymond should have done Raymond should have had an open mind, and not been so accusatory. He should have shared the hardships his department was facing, instead of just putting the blame on Jennas department. If he had been open-minded, it would have helped him communicate better and would have made Jenna not have to jump to the defense. Write here what Jenna should have done Jenna was listening to Raymond and how he felt in the beginning, but you could see when she became defensive against Raymond. Instead of getting defensive, Jenna should have continued to just share facts and show that she was open to solutions rather than arguing and placing blame on each other.
Exploration Write here what Raymond should have done Raymond could have actually listened to what Jenna was saying, instead of continuing to place blame on her. If Raymond would have done this, they could have came to some sort of resolution to the problems at hand. Another thing he could have done would be to express where him and his department wanted to gain out of this conversation. Write here what Jenna should have done Jenna could have listened to Raymonds argument more than just getting defensive about her department. If Jenna had done this, they could have explored different resolutions to the problems at hand. She could have told Raymond that she wanted to work towards a solution that would mutually help both departments. Bargaining Write here what Raymond should have done Raymond should have stayed calm in order to find a resolution. He should have changed his tone of voice and attitude during the conversation in order to work collaboratively to find the solution to the problem. Write here what Jenna should have done Jenna should have shared potential solutions to the problems that could have been beneficial to both departments. If she had added some sort of solution to the mix, they would have worked more
