8/1/25
RRM3 D268 Task 2 TEMPLATE
Instructions: Complete and submit this document as your Task 2 for D268.
Instructions for Section A:
First, watch the “Workplace Conflict” video. Then, analyze the video’s
interaction by doing the following:
Tip: See Section 2 (The Art of Conflict Management and
Professional Conversations) Lesson 4 for information on
interpersonal communication behaviors.
A1. For each character Write about Raymond here.
(i.e., Raymond &
Jenna) you observed Behavior 1: Accusatory language and blaming
in the video, identify 1 statements
Raymond stated that the pharmacists were "too slow"
or 2 interpersonal and suggested that other departments were not doing
communication their fair share. These statements placed blame on
behaviors that Jenna and her team rather than focusing on the
escalated and made problem.
the conflict worse. See
Behavior 2: Negative nonverbal communication
Section 2: Lessons Throughout the conversation, Raymond crossed his
4.2-4.5 arms, rolled his eyes, leaned forward aggressively, and
used exaggerated facial expressions. These nonverbal
Note: The behaviors communicated frustration and defensiveness.
interpersonal
communication Write about Jenna here.
behaviors could be Behavior 1: Defensive communication
verbal or nonverbal. Jenna responded by defending her department and
suggesting that Raymond believed nurses worked
harder than pharmacists. She focused on protecting her
team rather than exploring the underlying issue.
Behavior 2: Negative nonverbal communication
Jenna crossed her arms, rolled her eyes, smirked, and
displayed facial expressions that communicated
disagreement and frustration. These behaviors signaled
resistance and reduced opportunities for productive
dialogue.
, 8/1/25
A1A. How did Write about Raymond here.
Raymond’s and
Jenna’s behaviors in Behavior 1: Accusatory language and blaming
statements
A1 escalate and make
the conflict worse? For Raymond's comments caused Jenna to become
each behavior you defensive because he framed the problem as the
identified in A1, pharmacy department's fault. Instead of encouraging
describe how those collaboration, his statements increased tension and
shifted the discussion toward assigning blame.
identified behaviors
escalated and made Behavior 2: Negative nonverbal communication
the conflict worse.
Crossed arms, eye rolling, and aggressive posture
communicated disrespect and hostility. These behaviors
made Jenna feel attacked and less likely to listen openly
to Raymond's concerns.
Write about Jenna here.
Behavior 1: Defensive communication
By assuming Raymond was implying that nurses worked
harder than pharmacists, Jenna interpreted his
comments as a personal attack. This caused the
conversation to become argumentative rather than
solution-focused.
Behavior 2: Negative nonverbal communication
Eye rolling, smirking, and crossed arms signaled
disagreement and dismissiveness. These behaviors
likely increased Raymond's frustration and contributed to
a cycle of negative reactions between both managers.
A2. For each of the Write about Raymond here.
interpersonal
communication Alternative to Behavior 1: Use "I" statements
behaviors identified in Instead of blaming the pharmacy department, Raymond
prompt A1, provide an could have said, "I am concerned that medication delays
alternative are affecting patient care, and I would like us to discuss
communication possible solutions."
behavior that could
have been used to
de-escalate and make
RRM3 D268 Task 2 TEMPLATE
Instructions: Complete and submit this document as your Task 2 for D268.
Instructions for Section A:
First, watch the “Workplace Conflict” video. Then, analyze the video’s
interaction by doing the following:
Tip: See Section 2 (The Art of Conflict Management and
Professional Conversations) Lesson 4 for information on
interpersonal communication behaviors.
A1. For each character Write about Raymond here.
(i.e., Raymond &
Jenna) you observed Behavior 1: Accusatory language and blaming
in the video, identify 1 statements
Raymond stated that the pharmacists were "too slow"
or 2 interpersonal and suggested that other departments were not doing
communication their fair share. These statements placed blame on
behaviors that Jenna and her team rather than focusing on the
escalated and made problem.
the conflict worse. See
Behavior 2: Negative nonverbal communication
Section 2: Lessons Throughout the conversation, Raymond crossed his
4.2-4.5 arms, rolled his eyes, leaned forward aggressively, and
used exaggerated facial expressions. These nonverbal
Note: The behaviors communicated frustration and defensiveness.
interpersonal
communication Write about Jenna here.
behaviors could be Behavior 1: Defensive communication
verbal or nonverbal. Jenna responded by defending her department and
suggesting that Raymond believed nurses worked
harder than pharmacists. She focused on protecting her
team rather than exploring the underlying issue.
Behavior 2: Negative nonverbal communication
Jenna crossed her arms, rolled her eyes, smirked, and
displayed facial expressions that communicated
disagreement and frustration. These behaviors signaled
resistance and reduced opportunities for productive
dialogue.
, 8/1/25
A1A. How did Write about Raymond here.
Raymond’s and
Jenna’s behaviors in Behavior 1: Accusatory language and blaming
statements
A1 escalate and make
the conflict worse? For Raymond's comments caused Jenna to become
each behavior you defensive because he framed the problem as the
identified in A1, pharmacy department's fault. Instead of encouraging
describe how those collaboration, his statements increased tension and
shifted the discussion toward assigning blame.
identified behaviors
escalated and made Behavior 2: Negative nonverbal communication
the conflict worse.
Crossed arms, eye rolling, and aggressive posture
communicated disrespect and hostility. These behaviors
made Jenna feel attacked and less likely to listen openly
to Raymond's concerns.
Write about Jenna here.
Behavior 1: Defensive communication
By assuming Raymond was implying that nurses worked
harder than pharmacists, Jenna interpreted his
comments as a personal attack. This caused the
conversation to become argumentative rather than
solution-focused.
Behavior 2: Negative nonverbal communication
Eye rolling, smirking, and crossed arms signaled
disagreement and dismissiveness. These behaviors
likely increased Raymond's frustration and contributed to
a cycle of negative reactions between both managers.
A2. For each of the Write about Raymond here.
interpersonal
communication Alternative to Behavior 1: Use "I" statements
behaviors identified in Instead of blaming the pharmacy department, Raymond
prompt A1, provide an could have said, "I am concerned that medication delays
alternative are affecting patient care, and I would like us to discuss
communication possible solutions."
behavior that could
have been used to
de-escalate and make
