COMPETENCIES 1025.1.2 : Uses Communication Strategies to Manage Conflict The lea

COMPETENCIES
1025.1.2 : Uses Communication Strategies to Manage Conflict
The learner uses communication strategies for managing conflict.
INTRODUCTION
Conflict is a normal part of life. How one manages conflict using effective communication is an important skill set for solving problems, innovating, and maintaining productive relationships, particularly in a professional setting. In this task, you will critically analyze the communication happening in a conflict scenario and provide recommendations for communication strategies to manage and resolve the conflict.
SCENARIO
Two managers in a health professions setting are upset about recent staff reductions and the effect on worker roles. The characters’ discussion is shown in the “Workplace Conflict” video in the Web Links section. As you watch the video, imagine that you are in the room with the two characters, serving as an observer. Provide feedback for each of the two characters on how to negotiate this conflict.
REQUIREMENTS
Your submission must be your original work. No more than a combined total of 30% of the submission and no more than a 10% match to any one individual source can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide.
You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course.
Tasks may not be submitted as cloud links, such as links to Google Docs, Google Slides, OneDrive, etc., unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .ppt).
A. Watch the “Workplace Conflict” video in the Web Links section and analyze the interaction shown by doing the following:
1. Describe 1–2 interpersonal communication behaviors that you observed in the video for each character and how each of these behaviors escalated the conflict.
Note: The interpersonal communication behaviors could be verbal or nonverbal.
2. For each of the behaviors identified in part A1, provide alternative behaviors that could have been used to de-escalate the conflict (suggested length of 1–2 pages).
B. Recommend how each of the characters in the video could have managed and resolved the conflict through the framework of negotiation, specifically addressing each of the following stages of negotiation (suggested length of 1–2 pages):
• pre-negotiation
• opening
• exploration
• bargaining
• agreement
C. Acknowledge sources, using in-text citations and references, for content that is quoted, paraphrased, or summarized.
D. Demonstrate professional communication in the content and presentation of your submission.
File Restrictions
File name may contain only letters, numbers, spaces, and these symbols: ! – _ . * ‘ ( )
File size limit: 200 MB
File types allowed: doc, docx, rtf, xls, xlsx, ppt, pptx, odt, pdf, txt, qt, mov, mpg, avi, mp3, wav, mp4, wma, flv, asf, mpeg, wmv, m4v, svg, tif, tiff, jpeg, jpg, gif, png, zip, rar, tar, 7z
RUBRIC
A1:INTERPERSONAL COMMUNICATION BEHAVIOR
COMPETENT
The 1–2 interpersonal communication behaviors identified for each character are accurate for that character in the video. The description logically addresses how each behavior identified escalated the conflict.
A2:ALTERNATIVE COMMUNICATION BEHAVIOR
COMPETENT
The description accurately identifies an alternative behavior for each behavior identified in part A1 and logically addresses how each alternative behavior could have been used to de-escalate the conflict.
B:CONFLICT NEGOTIATION RECOMMENDATION
COMPETENT
The recommendation for each character logically explains how that character could have managed and resolved the conflict through the framework of negotiation and accurately addresses each of the given stages of negotiation.
C:SOURCES
COMPETENT
The submission includes in-text citations for sources that are properly quoted, paraphrased, or summarized and a reference list that accurately identifies the author, date, title, and source location as available.
D:PROFESSIONAL COMMUNICATION
COMPETENT
Content reflects attention to detail, is organized, and focuses on the main ideas as prescribed in the task or chosen by the candidate. Terminology is pertinent, is used correctly, and effectively conveys the intended meaning. Mechanics, usage, and grammar promote accurate interpretation and understanding.
Here is video captions in case you are not able to access Link/website
https://wgu.hosted.panopto.com/Panopto/Pages/Viewer.aspx?id=14abb480-b411-4c88-a8ef-ad09010208bbhttps://wgu.hosted.panopto.com/Panopto/Pages/Viewer.aspx?id=14abb480-b411-4c88-a8ef-ad09010208bb
Narrator: The CEO of a hospital has recently mandated a ten-percent reduction in workforce to reduce costs.
0:06
The reduction has created excessive overtime and increased workload for staff,
0:14
including nurses and pharmacists.
0:20
Lately, there have been conflicts between the nursing department and the pharmacy team.
0:22
Raymond, the nurse manager, feels frustrated that his reduced staff has less time to complete medication requests for new patients.
0:29
Jenna, the pharmacy manager, feels pressure because the pharmacists are
0:38
taking on the medication verification tasks that the nurses previously did.
0:42
This impacts their time filling prescriptions.
0:47
Raymond and Jenna meet to discuss the tension between their two departments.
0:52
Raymond: Ahh, Jenna thank you for finally having this meeting.
0:57
Jenna: Hi Raymond.
1:01
Good afternoon.
1:03
Let’s talk about our differences.
1:05
Raymond: Ahh [pause] yeah.
1:07
I think it’s about time that we really consider how responsibilities have shifted since the layoffs,
1:09
and who’s actually going to pick up a little more slack.
1:14
[Jenna pauses before speaking.]
1:16
Jenna: The layoffs have really impacted staff everywhere,
1:18
not just the nursing department.
1:21
Raymond: I disagree.
1:24
In my opinion, since the layoffs happened, the nursing department has been scrambling to get new patients their medications.
1:26
The pharmacists are too slow in completing the medication verifications and filling orders.
1:33
Raymond: You know, I just find it very aggravating that when things get a little stressed,
1:39
everyone just pushes everything to the nurses and forgets
1:44
that we should all be doing our part.
1:48
Jenna: Well, the pharmacists are also struggling with a reduced staff.
1:50
They’re working longer hours and are getting burned out.
1:54
I really don’t think that’s fair.
1:58
I know what you’re implying.
1:59
You’re saying the nurses work harder than the pharmacists.
2:01
Raymond: I’m not implying anything.
2:04
I am saying very clearly that I think other departments are using this staff reduction
2:06
as a way to say they can’t support the entire team.
2:12
Jenna: Patient safety is what is most important to me.
2:15
I understand that you think the pharmacists are working too slowly,
2:19
but I don’t think you realize the pressure on us to ensure patient safety.
2:22
It’s easy to blame us but it’s not simply just our fault.
2:27
Raymond: Look, I don’t want to sugar-coat things the way other people in this department do.
2:33
I’m not going to lie and say that everything is fine,
2:38
when everybody is stressed out, everyone’s overworked.
2:41
[Conversation Ends]Narrator: The CEO of a hospital has recently mandated a ten-percent reduction in workforce to reduce costs.
0:06
The reduction has created excessive overtime and increased workload for staff,
0:14
including nurses and pharmacists.
0:20
Lately, there have been conflicts between the nursing department and the pharmacy team.
0:22
Raymond, the nurse manager, feels frustrated that his reduced staff has less time to complete medication requests for new patients.
0:29
Jenna, the pharmacy manager, feels pressure because the pharmacists are
0:38
taking on the medication verification tasks that the nurses previously did.
0:42
This impacts their time filling prescriptions.
0:47
Raymond and Jenna meet to discuss the tension between their two departments.
0:52
Raymond: Ahh, Jenna thank you for finally having this meeting.
0:57
Jenna: Hi Raymond.
1:01
Good afternoon.
1:03
Let’s talk about our differences.
1:05
Raymond: Ahh [pause] yeah.
1:07
I think it’s about time that we really consider how responsibilities have shifted since the layoffs,
1:09
and who’s actually going to pick up a little more slack.
1:14
[Jenna pauses before speaking.]
1:16
Jenna: The layoffs have really impacted staff everywhere,
1:18
not just the nursing department.
1:21
Raymond: I disagree.
1:24
In my opinion, since the layoffs happened, the nursing department has been scrambling to get new patients their medications.
1:26
The pharmacists are too slow in completing the medication verifications and filling orders.
1:33
Raymond: You know, I just find it very aggravating that when things get a little stressed,
1:39
everyone just pushes everything to the nurses and forgets
1:44
that we should all be doing our part.
1:48
Jenna: Well, the pharmacists are also struggling with a reduced staff.
1:50
They’re working longer hours and are getting burned out.
1:54
I really don’t think that’s fair.
1:58
I know what you’re implying.
1:59
You’re saying the nurses work harder than the pharmacists.
2:01
Raymond: I’m not implying anything.
2:04
I am saying very clearly that I think other departments are using this staff reduction
2:06
as a way to say they can’t support the entire team.
2:12
Jenna: Patient safety is what is most important to me.
2:15
I understand that you think the pharmacists are working too slowly,
2:19
but I don’t think you realize the pressure on us to ensure patient safety.
2:22
It’s easy to blame us but it’s not simply just our fault.
2:27
Raymond: Look, I don’t want to sugar-coat things the way other people in this department do.
2:33
I’m not going to lie and say that everything is fine,
2:38
when everybody is stressed out, everyone’s overworked.
2:41
[Conversation Ends]