WGU D 268: Task 2 with Complete Solutions |Updated & Verified
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) Raymond displayed aggressive listening in
you observed in the video, the meeting with Jenna. He displays this by
identify 1 or 2 passing the blame of slower medication
interpersonal verification.
communication behaviors
that escalated the conflict.
Write about Jenna here.
See Section 2: Lessons
4.2-4.5 Managing Jenna displayed a defensiveness over that
Conflict: Interpersonal pharmacy and an unwillingness to
Conflict. understand how the nurse department was
getting by.
Note: The interpersonal
communication behaviors
could be verbal or
nonverbal.
A1A. How did Write about Raymond here.
Raymond’s and Jenna’s
behaviors in A1 escalate Raymond passing the blame on the
the conflict? Describe pharmacy, tells Jenna that he thinks the
how each of the identified pharmacists are incompetent at their jobs. By
behaviors in A1 escalated doing this he also signifies that his
the conflict. department is not taking responsibility for
their actions.
Write about Jenna here.
Jenna being defensive over the pharmacy
shows she only cares about her department
which escalates the conflict even further. He
defensive behavior makes Raymond feel
, dismissed and attacked causing him to be
more argumentative.
A2. For each of the Write about Raymond here.
interpersonal
communication behaviors Raymond could have posed the following
identified in prompt A1, questions:
provide an alternative
communication behavior How is the pharmacy suffering from the
that could have been layoffs?
used to de-escalate the
conflict. Is there a way the nurses could train the
pharmacy on how to do the verification
Note: The interpersonal process?
communication behaviors
could be verbal or Write about Jenna here.
nonverbal.
Jenna could’ve been less defensive over the
pharmacy and displayed more empathy
toward the nursing staff. Saying things like ‘I
understand how this may have affected the
nurses’ and ‘how can we come to a
compromise where both departments benefit’
shows that she has an open mind and cares
for other departments as well.
A2A. Describe how each Write about Raymond here.
of the identified behaviors
in prompt A2 could have By asking the above questions it shows the
been used to de-escalate Raymond cares about the other departments
the conflict. and not just his. It also shows that he’s willing
to find a way to help the pharmacy be more
effective with the medication verification
process.
Write about Jenna here.
By showing more empathy toward Raymond
it validates his feelings which in turn makes
him feel heard and be less argumentative. By
asking about a solution that benefits both
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) Raymond displayed aggressive listening in
you observed in the video, the meeting with Jenna. He displays this by
identify 1 or 2 passing the blame of slower medication
interpersonal verification.
communication behaviors
that escalated the conflict.
Write about Jenna here.
See Section 2: Lessons
4.2-4.5 Managing Jenna displayed a defensiveness over that
Conflict: Interpersonal pharmacy and an unwillingness to
Conflict. understand how the nurse department was
getting by.
Note: The interpersonal
communication behaviors
could be verbal or
nonverbal.
A1A. How did Write about Raymond here.
Raymond’s and Jenna’s
behaviors in A1 escalate Raymond passing the blame on the
the conflict? Describe pharmacy, tells Jenna that he thinks the
how each of the identified pharmacists are incompetent at their jobs. By
behaviors in A1 escalated doing this he also signifies that his
the conflict. department is not taking responsibility for
their actions.
Write about Jenna here.
Jenna being defensive over the pharmacy
shows she only cares about her department
which escalates the conflict even further. He
defensive behavior makes Raymond feel
, dismissed and attacked causing him to be
more argumentative.
A2. For each of the Write about Raymond here.
interpersonal
communication behaviors Raymond could have posed the following
identified in prompt A1, questions:
provide an alternative
communication behavior How is the pharmacy suffering from the
that could have been layoffs?
used to de-escalate the
conflict. Is there a way the nurses could train the
pharmacy on how to do the verification
Note: The interpersonal process?
communication behaviors
could be verbal or Write about Jenna here.
nonverbal.
Jenna could’ve been less defensive over the
pharmacy and displayed more empathy
toward the nursing staff. Saying things like ‘I
understand how this may have affected the
nurses’ and ‘how can we come to a
compromise where both departments benefit’
shows that she has an open mind and cares
for other departments as well.
A2A. Describe how each Write about Raymond here.
of the identified behaviors
in prompt A2 could have By asking the above questions it shows the
been used to de-escalate Raymond cares about the other departments
the conflict. and not just his. It also shows that he’s willing
to find a way to help the pharmacy be more
effective with the medication verification
process.
Write about Jenna here.
By showing more empathy toward Raymond
it validates his feelings which in turn makes
him feel heard and be less argumentative. By
asking about a solution that benefits both
