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Hi, Below are the steps of instruction: Read Chapters 6 & 7 in Porter-O'Grady & Malloch Quantum Leadership and review the optional readings. 3. Using your organization as an example, please respond to the following question. Your response should be: 1) two substantive paragraphs in length; 2) reflective your understanding of the assigned reading; 3) formatted in APA 6th Edition style; 4) contain at least one additional citation (beyond the textbook). Donna is trying to let Marie know that she is going to need some help in understanding her patient's diagnosis. She has been attempting to explain her understanding to Donna at the nurses' desk. While Donna is talking, Marie has been doing her charting, answering a call bell, sending off a lab request, and checking a medication request. Marie has been shaking her head as Donna speaks, but keeps on with her activities. Questions: How do you feel about Marie's listening posture? Is Donna's message likely getting through to Marie? What is a better approach to Donna and Marie's interaction? Thanks M source..

Date Due
Customer service and public relations are the most essential qualities of an organization’s employees who directly interact with customers. For instance, in our organization, the reception and nurse’s desk are very crucial in ensuring that effective conflict management is achieved by embracing exceptional communication strategies (Porter-O’Grady & Malloch, 2003). This is mainly because a considerable number of conflicts arise as a result of communication breakdown or when there is a misunderstanding between two or more parties. Considering that effective communication is essential it is necessary to ensure it is interactive hence Marie’s posture is undoubtedly not the correct approach while communicating to Donna. However, people have different character traits and it might be possible that Donna’s message is getting through Marie despite her involvement in other activities while talking to Donna an aspect which may not be perceived well by most of the organization’s clients (Porter-O’Grady & Malloch, 2003).
For example, in our organization we serve many clients and initially we had one person in our nurse desk something which often overwhelmed her because of increased workload. This frequently affected her work performance since she could not be able to handle all the tasks effectively. In order to address this situation, the management increased staff in the nurse desk to two and took the two for a short course in conflict management.
Porter-O’Grady & Malloch (2003) asserts that it is always advisable to manage conflicts productively by embracing effective communication. This is due to the fact that t...
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