Communication Strategy

Communication Strategy
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Communication Strategy
Interpersonal communication refers to how people exchange thoughts, information, and emotional states using verbal and non-verbal techniques. It plays a significant role in workplaces as it allows people to discuss their issues, weigh their merits and demerits and come up with an effective solution (LaMarco, 2019). Also, it makes people in an organization manage change and eliminate miscommunication. However, ineffective interpersonal communication behaviors lead to fear, conflict, waste of resources, confusion, chaos, and disorder (Vertino, 2014).
Interpersonal Communication Behaviors Observed in the Video
Raymond, the nurse manager, shows some poor interpersonal communication behavior which escalates the conflict. The first behavior is that he seems overloaded with emotions while speaking to Jenna, the pharmacy manager. At the end of the video, Raymond appears to be easily frustrated and angered when Jenna tries to convince him that it is not only the nursing department where workers are overworked but also other departments that face the crisis. This makes Raymond burst into anger. At the start of the conversation, I notice that Raymond and Jenna are crossing their arms. This gesture makes them seem resistant. I realize that Raymond does not give Jenna enough time to carefully understand and respond to him in the conversation. The two also do not engage in formulating questions but focus on blaming each other for the problem. Also, during the conversation, Jenna throws her two hands in the air while trying to defend her department, telling Raymond that they should not blame the pharmacists for the challenges that the nurses face. This makes Raymond feel frustrated, and he decides to use harsh words in expressing his pain.
Alternative Behaviors to De-escalate the Conflict
Several alternative behaviors could be used to de-escalate the conflict between Raymond and Jenna. First, the two should have engaged in respectful speaking. Instead of Raymond stating that he is not ready to sugar-coat any department for what is happening in the facility, he could have used calm words. Also, he could have listened and acknowledged Jenna's concerns without passing any judgment. Doing this would have made him create a condescending atmosphere that supported further talk (Medina & Benítez, 2011). Second, the two have focused on listening and understanding each other carefully rather than responding to each other's argument. Embracing this behavior would have helped them avoid blaming each other departments but gain new information that would have helped them come up with resolutions. Third, based on the conversation, we realize that the two managers were talking, crossing their hands, and did not agree with each other ideas, which escalated the conflict.
Embracing a genuine compassion behavior would help de-escalate the conflict brought by this negative behavior (Medina & Benítez, 2011). This is because it could enable the two managers to show empathy toward each other and the situation in the facility. Therefore, they would end up appreciating each different perspective regardless of agreeing or not agreeing...