- Conflict Setting
- Describe the setting, the people involved, the emotions experienced, and the outcome.
- Insight
- Provide insight into how the situation could have been handled better by referencing the textbook and an outside source.
- References
- Place your two APA citations in this section.
- Minimum of 2 sources cited (assigned readings/online lessons and an outside scholarly source)
- APA format for in-text citations and list of references
Title: Exploring Interpersonal CommunicationAuthors: Scott McLeanPublisher: FlatworldPublication Date: 2018Edition: 2ndAPA Citation
McLean Scott, (2018). Exploring interpersonal communication (2nd ed.) Boston, MA: Flatworld
Reply to student.
Hello everyone,
- Conflict Setting
“Conflict is the disagreement or difference of opinions between or among individuals that can be potentially harmful to any organization. In the workplace setting, it often involves personal agendas, insights, or goals versus the agendas, insights, or goals of the group or team” (Gossman et al., 2019). One day, I was walking into work, and as soon as I walked in, I could hear screaming. Two of my coworkers, the medical assistant who also worked as a receptionist and the receptionist, were arguing between themselves. The medical assistant/receptionist claimed that the receptionist had delayed finishing her tasks so that she would be forced to complete them while she was off. She was accusing her of being selfish, and cruel, and doing it on purpose. She was so stressed out and not able to finish all her work because she was doing her work too. She explained that she left it for her because she had to leave earlier than planned the day before for an appointment and that she was the one who was being lazy by spending all of her time on her phone instead of working. As the argument went on, they essentially started pointing fingers at one another and became more vocal. “A blaming strategy involves the confrontational conversation partner blaming responsibility on someone other than himself or herself or simply denying personal responsibility. When they scapegoat, they point blame at another person and attempt to hang the whole conflict on someone else” (McLean 2018, p.452). I was about to call the police because they were screaming obscenities at each other so loudly. I made an effort to persuade them that yelling at one another was a bad way to settle any disagreement. The receptionist left the room, and they gave me absolutely no attention. Following her, the medical assistant restarted their argument in the reception area. The doctor then entered and asked what was going on. Both were extremely enraged, and they were instructed to leave and calm down before returning to finish working.
- Insight
It was entirely possible to manage this scenario before it spiraled out of control. Rather than pointing fingers and shouting at one another, the receptionist could have told the medical assistant that she was feeling stressed out due to being overworked and had to leave early that day. Perhaps they were both exhausted and stressed out from a workload. “Do not respond in anger or frustration; instead, always display professionalism” (McLean 2018, p.440). They were unable to control their emotions, which prevented them from engaging in an effective discussion. As a result, they were both sent home that day. “Take time to clear your thoughts and make time to address the conflict when you know you are ready” (McLean 2018, p.457).
References
McLean Scott, (2018). Exploring interpersonal communication (2nd ed.) Boston, MA: Flatworld
Gossman, W., Ellis, V. L., & Toney-Butler, T. J. (2019, July 11). Conflict Management. Nih.gov; StatPearls Publishing. https://www.ncbi.nlm.nih.gov/books/NBK470432/
