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Keira Teserovitch
1 May 2019
Writing Assignment #3
interference from the other party in achieving their goals”(Adler, et al. 369). Many
people experience conflict every day, but do not know how to properly deal with it. The
are five different ways to deal with conflict: avoidance, accomodation, competition,
In the provided interaction, the receptionist was using the competition conflict
approach to conflict that involves high concern for self and low concern for others”(Adler
et al. 374). The receptionist did not show any concern for the customer, all she revealed
to the customer was that they were very busy and the prescription would be done when
it is done. The receptionist also started to get defensive and began to blame the
customer for the day and time at which she filled the prescription.
The defensive climate behavior that the receptionist used in this interaction was
evaluation. According to Adler, “an evaluative message judges the other person, usually
in a negative way”(Adler et al. 350). The receptionist used evaluation when she stated
that there was no way she could give the customer a time estimate and that she
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shouldn’t have tried to fill a prescription during their busiest time of day. The receptionist
was very defensive in this interaction. All of her responses to the customer were very
blunt and not empathetic. She put the needs of herself before the needs of her
customer.
The supportive behavior that would be best employed in this situation would be
a solution that satisfies both their own needs and those of the others involved”(Adler et
al. 351). If the receptionist used problem orientation, the customer would likely feel less
threatened and would be more at ease in this interaction. Some ways that the
receptionist could do this would be to ask one of the pharmacists how long the
A better way that the receptionist could have gone about this interaction is as
follows:
Me: “Hello. I have been waiting to pick up my prescription for over an hour. I was told
my prescription would be filled in less than 20 minutes. Can you please let me know
Front Desk Receptionist: “As you can see, we are very busy and there are a lot of
prescriptions that need to be filled. However, once a pharmacist frees up I can ask how
Me: “Thank you. That would be very helpful because I need to let my work know when I
will be returning.”
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Front Desk Receptionist: “We completely understand and I will try to find out as soon
Some language choices that the receptionist could have used would be “I” and “We”
language. “I” language is less defensive than blaming the customer would be. Also,
al. 161), which would help the customer feel heard. Some nonverbal channels that the
receptionist could have used to create a more supportive climate would be to smile and
have good eye contact with the customer. This shows the customer that the receptionist
is happy to help her and that she cares about her needs.
obviously stressed because they are behind in filling prescriptions at the moment. When
someone is stressed it is very easy to get mad or frustrated with others even when you
don’t have a very good reason to be. It would be very important for the receptionist to
remain calm and try to help everyone the best that she can. Just keeping smile on her
face and following through with what she says she will do for the customers will help
everyone’s stress. The difference from the receptionist in the example being defensive
to the rewritten interaction where she is open and willing to help changes the entire
mood of both the customer and the receptionist. If the customer is happy, the
Just by doing these little things in a conversation, the result of the interaction will
instead of getting defensive changes the mood of the entire interaction. Conflict is an
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inevitability of life. But, if it is handled correctly and the problem gets diminished,
Works Cited
Adler, Ronald B., et al. Interplay: The Process of Interpersonal Communication. Oxford