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.


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.

A.   Watch the “Workplace Conflict” video in the Web Links section and analyze the interaction shown by doing the following:

1.  Describe 1–2 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 1–2 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 1–2 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.

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