Uses Communication Strategies to Manage Conflict

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 12 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 12 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 12 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.