Name
Western Governors University
D268 Introduction to Communication: Connecting with Others
Prof. Name
Date
In the video scenario, both Raymond and Jenna demonstrated interpersonal communication behaviors that intensified their conflict. Raymond showed clear signs of frustration and defensiveness through his body language. He crossed his arms and stood rigidly, which nonverbally communicated resistance and a reluctance to engage openly. This closed-off stance acted as a barrier, signaling to Jenna that he was not receptive to collaboration. Additionally, Raymond used an accusatory tone when blaming the pharmacy department for medication delays. This shifted the focus from finding solutions to defending positions, thus increasing tension between them.
Initially, Jenna responded with calmness and professionalism. However, as the exchange continued, her nonverbal behavior changed to reflect Raymond’s defensiveness, such as raising her eyebrows and crossing her arms. This mirroring effect, where one person’s negative body language influences the other (Burgoon, Guerrero, & Floyd, 2016), amplified the emotional strain. Jenna’s shift from openness to defensiveness escalated the confrontation, turning a potentially cooperative conversation into a conflict-laden one.
Table 1: Interpersonal Behaviors and Their Effect on Conflict Escalation
| Character | Observed Behaviors | Impact on Conflict |
|---|---|---|
| Raymond | Crossed arms, accusatory tone, frustration | Increased defensiveness, blocked dialogue, escalated tension |
| Jenna | Initially calm, then defensive; raised eyebrows, crossed arms | Mirrored defensiveness, reduced empathy, heightened emotional strain |
To de-escalate the conflict, both Raymond and Jenna could have adopted communication strategies emphasizing emotional intelligence and active listening. Raymond could have managed his emotions prior to the conversation by using techniques such as pausing to gather his thoughts or mentally reframing his frustrations. This would have allowed him to express concerns in a calm and composed manner. Moreover, adopting open body language—such as uncrossed arms and steady eye contact—would have demonstrated openness and respect. Using a calm tone and focusing on factual information might have encouraged Jenna to participate collaboratively instead of defensively.
Jenna, on her side, could have preserved her initial composure and embraced empathic listening. By validating Raymond’s challenges—for example, recognizing the nursing department’s workload pressures—she could have shown empathy while maintaining professionalism. This would promote a cooperative atmosphere, redirecting the dialogue from blame to joint problem-solving.
Table 2: Alternative Communication Strategies for Conflict Reduction
| Character | Original Behavior | Alternative Behavior | Expected Outcome |
|---|---|---|---|
| Raymond | Frustrated tone, closed body language | Calm tone, open posture, fact-focused discussion | Encourages openness, reduces tension |
| Jenna | Defensive posture, low empathy | Validation, empathic listening | Fosters collaboration and problem-solving |
Pre-Negotiation
Before engaging in discussion, Raymond needed to regulate his emotions by acknowledging and controlling his frustration. Preparing a clear outline of the issue and possible solutions would have helped him communicate more rationally. Focusing on improving cooperation between departments rather than assigning blame would set a positive tone.
Jenna, while appearing composed, could have better prepared for Raymond’s emotional state by anticipating his frustrations and organizing discussion points and potential compromises in advance. For instance, considering how the pharmacy department might support nursing during peak times would demonstrate a collaborative mindset.
Opening
During the opening phase, Raymond failed to create a cooperative atmosphere due to his defensive body language and heightened emotions, undermining trust. Presenting his concerns objectively and signaling willingness to dialogue would have helped start the conversation constructively.
Jenna’s initial openness diminished as she responded defensively to accusations. Maintaining neutrality, acknowledging Raymond’s feelings, and inviting clarification could have conveyed readiness to engage productively.
Exploration
At this stage, both parties should have concentrated on understanding shared interests instead of defending their positions. Raymond could have shown active listening by acknowledging Jenna’s points and explaining constraints without judgment. Expressing mutual priorities might have encouraged empathy and reduced conflict.
Jenna could have promoted dialogue by asking open-ended questions like, “How can we better support each other’s departments?” This encourages joint ownership of issues and solutions.
Bargaining
In bargaining, emotions should be replaced by constructive negotiation. Raymond might have proposed practical solutions such as scheduling interdepartmental meetings or redistributing tasks during busy periods. Maintaining professionalism would reinforce a collaborative approach.
Jenna could have transparently communicated her department’s challenges and suggested adjustments to workflow. This reciprocal exchange would facilitate balanced agreements and mutual problem-solving.
Agreement
To conclude, both could commit to shared solutions. Raymond might suggest training sessions to enhance nursing staff’s understanding of pharmacy procedures, potentially reducing medication delays. Jenna could promise to improve pharmacy processing efficiency. Emphasizing ongoing collaboration would build trust and establish open communication channels.
In academic or professional contexts, it is crucial to properly cite all sources when quoting, paraphrasing, or summarizing content. This includes using in-text citations and compiling a full reference list or bibliography, following the appropriate citation style such as APA. Correct citation not only gives credit to original authors but also strengthens the credibility and integrity of your work (Burgoon et al., 2016; Goleman, 2018; Lewicki, Barry, & Saunders, 2020; Rogers & Farson, 2015).
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.
