Imagine the following scenario: You have been waiting at the doctor’s office for over an hour. You need to be seen by the doctor soon in order to get back to work. You approach the front desk receptionist at your doctor’s office. She is busy answering the phones which have been ringing nonstop. You patiently wait for her to finish her last phone conversation and then ask her two questions. After the communication interaction you walk back to the waiting area and find yourself feeling very defensive.
Based on the example above, write a 3-4 page paper in which you analyze the conflict management strategy chosen by the receptionist, the communication climate, and the defensive behavior exhibited. Also discuss which supportive communication climate behavior would be best implemented in this example as a replacement and explain why. Finally, re-write the script and consider diverse perspectives on the situation. Remember to utilize in-text citations and a works cited at the end to support your work.
1. Identify the Conflict Management strategy chosen by the receptionist. Name, define and explain the conflict management strategy (avoiding, accommodating, compromising, competing or collaborating) the receptionist used. These strategies are explained in Chapter 12 in the text.
2. Gibb’s supportive and defensive climate behaviors are addressed in Chapter 11 as well as in the online resources for that chapter. After reading about them and watching the video, analyze the script. Which of Gibb’s six defensive climate behaviors is exhibited by the receptionist? Define the defensive behavior and explain what the receptionist did or did not do that indicates the use of that behavior. Also explain how the receptionist’s behavior promoted defensiveness.
3. Which of Gibb’s six types of supportive behaviors would be best employed in this scenario? Define the supportive behavior and explain why this would be an option that would most likely result in reducing levels of threat and defensiveness.
4. Re-write the script and be specific here. Identify what the receptionist could have said to you instead. Then discuss what interpersonal communication behaviors both verbally and nonverbally could have been enacted by the receptionist to ensure a more positive and supportive climate. What nonverbal channels would be important for the receptionist to utilize in conveying a supportive climate? What language choices are important to convey a supportive climate? Refer to Chapters 5 and 6; choose specific skills, define them and apply them to the situation.
5. Now imagine that you are the receptionist in this situation. Clearly explain how the perspectives of the customer and receptionist would create diverse opinions about the situation and the management of the conflict. What is your experience in this situation and how would it differ from the experience of the customer? In the receptionist’s view, how important is it to pay attention to using supportive behaviors to manage conflict?
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