D268 Task 2 – Communication Strategies for Conflict Resolution

Student Name

Western Governors University 

D268 Introduction to Communication: Connecting with Others

Prof. Name

Date

Section A

A1. What interpersonal communication behaviors did each character display in the video, and how did these behaviors contribute to escalating the conflict?

In the depicted scenario, Raymond and Jenna exhibited distinct interpersonal communication behaviors that contributed significantly to escalating their conflict. Raymond expressed visible frustration and defensiveness throughout the interaction. His closed body posture, including crossed arms and a rigid stance, nonverbally signaled resistance and reluctance to engage constructively. Such body language created a communicative barrier, implying to Jenna an unwillingness to collaborate. Moreover, Raymond’s accusatory tone when blaming the pharmacy department for medication delays shifted the conversation away from problem-solving and towards defensiveness, heightening tension.

Jenna initially maintained a calm and professional demeanor. However, as the exchange progressed, she mirrored Raymond’s defensiveness by adopting nonverbal cues such as raised eyebrows and crossed arms. This reflection of negative body language, a phenomenon known as emotional contagion (Burgoon, Guerrero, & Floyd, 2016), amplified the emotional strain between them. Jenna’s transition from openness to defensiveness escalated the confrontation, turning what could have been a cooperative discussion into an adversarial one.

Table 1: Observed Interpersonal Behaviors and Their Impact on Conflict Escalation

A2. What alternative behaviors could each character have used to reduce the conflict escalation?

To reduce conflict escalation, both Raymond and Jenna could have adopted communication techniques grounded in emotional intelligence and active listening. Raymond would have benefited from managing his emotions before the conversation by taking a moment to pause and collect his thoughts, thereby preventing frustration from influencing his tone. Utilizing open body language, such as uncrossed arms and steady eye contact, would signal receptiveness and respect. Additionally, focusing on factual information and maintaining a calm tone could encourage Jenna to participate collaboratively instead of defensively.

On the other hand, Jenna could have preserved her initial composure and applied empathic listening skills. Acknowledging Raymond’s challenges, such as recognizing the nursing department’s workload pressures, would validate his experience while maintaining professionalism. This empathetic approach fosters cooperation and helps redirect the conversation from blame to joint problem-solving.

Table 2: Alternative Communication Behaviors for Conflict De-escalation

Section B

How could each character have managed and resolved the conflict using the negotiation framework, addressing each negotiation stage?

Pre-Negotiation

Prior to engaging in dialogue, Raymond should have focused on emotional regulation by identifying and controlling his frustration. Preparing a clear outline of the issue and possible solutions would allow him to communicate concerns more rationally and emphasize improving interdepartmental relationships rather than assigning blame. Jenna, while appearing composed, could have anticipated Raymond’s emotional state and prepared relevant discussion points, including potential compromises such as ways the pharmacy department could assist the nursing team during peak periods. This preparation would position her as a cooperative partner.

Opening

During the opening phase, Raymond’s negative body language and emotional tone undermined efforts to establish a cooperative environment, limiting trust-building. Had he objectively stated his concerns while signaling openness, the conversation might have started more constructively. Jenna’s initial receptiveness faltered as she became defensive. By maintaining neutrality, acknowledging Raymond’s feelings, and inviting specific explanations, Jenna could have demonstrated a willingness to engage productively.

Exploration

In this stage, both parties should have prioritized understanding mutual interests instead of defending fixed positions. Raymond could have practiced active listening by acknowledging Jenna’s points and clarifying constraints without judgment. Expressing shared priorities between departments could have enhanced empathy and reduced tension. Jenna could have encouraged dialogue through open-ended questions such as, “How can we adjust processes to better support one another?” fostering shared ownership of the problem and its solutions.

Bargaining

At the bargaining stage, both characters needed to transition from emotional reactions to constructive negotiation. Raymond might have suggested practical interventions, such as regular interdepartmental meetings or task reallocation during high workload periods. Maintaining professionalism would reinforce collaboration. Jenna could have transparently shared her department’s challenges and proposed accommodations, promoting mutual problem-solving and balanced agreements.

Agreement

To conclude, both parties could have agreed on implementing joint solutions. Raymond might propose cross-training sessions to improve understanding of pharmacy workflows, potentially reducing medication delays. Jenna could commit to streamlining pharmacy processes. Emphasizing ongoing collaboration would build trust and improve future communications.

Section C

How should sources be acknowledged for quoted, paraphrased, or summarized content?

In academic and professional writing, it is crucial to properly acknowledge all sources used, whether the material is directly quoted, paraphrased, or summarized. This involves including in-text citations within the document and providing a comprehensive reference list following the required citation style, such as APA. Proper citation not only honors the intellectual property of original authors but also enhances the credibility and scholarly integrity of the work (Burgoon et al., 2016; Goleman, 2018; Lewicki, Barry, & Saunders, 2020; Rogers & Farson, 2015).

D268 Task 2 – Communication Strategies for Conflict Resolution

References

Burgoon, J. K., Guerrero, L. K., & Floyd, K. (2016). Nonverbal communication. Routledge.

Goleman, D. (2018). Working with emotional intelligence. Bantam.

Lewicki, R. J., Barry, B., & Saunders, D. M. (2020). Negotiation (8th ed.). McGraw-Hill Education.

Rogers, C. R., & Farson, R. E. (2015). Active listening. Martino Fine Books.