Read the following scenario.
Emma and Isabella attend the front office at an urgent care facility. They have worked together for more than five years and enjoy collaborating on projects. Their manager has asked them to work together to create a team training for effective communication in the workplace. Emma and Isabella will be responsible for creating and delivering the training to the staff at the facility. Emma feels that it is important to provide hands-on learning, while Isabella feels lecture would be the most appropriate format for this team. Emma defends her point by saying that her sister has been a teacher for 10 years, and she has proven that hands-on learning will increase the engagement and likelihood of remembering the training material. Isabella feels that Emma does not account for her 10 years of experience in the medical office and voices her disgust with Emma and her lack of appreciation for her experience. Isabella storms off and leaves Emma to finish the work alone.
Emma approaches the manager and complains that she has been left to complete the training because Isabella refuses to talk to or work with her.
Write a 265- to 350-word paper that includes the following:
- Describe the type of conflict illustrated in the scenario.
- Identify strategies the manager could use to resolve the conflict between Emma and Isabella to create a supportive climate again.
- Explain how the defensive climate created by the conflict will affect the workplace relationship between Emma and Isabella.
- Discuss the impact it could have on the other clinic staff and the consumers who use the clinic.
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Include the report from Turnitin® and the report from WritePoint® with your assignment.
Cite at least 1 peer-reviewed, scholarly, or similar reference.
Format your assignment according to APA guidelines.
PAPER TWO————————————————–(attached is the survey that goes with these instructions)
You are working as a manager in a local hospital. You received some patient satisfaction survey data, and you were asked to review the data and consider the impact on consumer relations.
Review the Patient Satisfaction Survey.
Answer the prompts provided based on the Patient Satisfaction Survey Data.
Note: Remember to use the resources in the Center for Writing Excellence, Turnitin®, and WritePoint®.
Cite at least 1 peer-reviewed, scholarly, or similar reference.
Expert Solution Preview
Introduction:
The following prompts require me to provide answers to different scenarios related to medical college education and management.
Answer to Prompts:
1. The conflict illustrated in the scenario is an interpersonal conflict that arises due to a difference in opinions and lack of communication between Emma and Isabella. Emma believes in hands-on learning while Isabella prefers the lecture format for training. Emma’s point of view could be beneficial to some staff whereas Isabella’s approach would suffice for others. Therefore, the conflict arises due to a lack of open-mindedness and communication between the two coworkers.
2. The manager could use several strategies to resolve the conflict, such as scheduling a meeting to discuss the issue and let both parties express their opinions. The manager could also ask them to form small groups and present their ideas to colleagues to get feedback. Another strategy could be to encourage them to try both approaches or to compromise by combining the two. The manager must also ensure that employees feel heard and respected and maintain a positive work environment.
3. The defensive climate created by the conflict will affect the workplace relationship between Emma and Isabella and create tension between the two coworkers. It could affect their work performance and the quality of the training they deliver. This tension could also impact other staff members, leading to a stressful work environment and poor quality of patient care. Consumers who use the clinic could also interpret the conflict between employees negatively, which could lead to a loss of trust and decreased patient satisfaction.
4. By reviewing the Patient Satisfaction Survey data, hospital management can identify trends, determine areas of improvement, and make informed decisions to increase patient satisfaction. The data could reveal what patients value most and what areas need improvement. Management could then use this information to allocate resources where needed, implement staff training, or make policy changes. An increase in patient satisfaction could lead to a positive reputation for the hospital, increased revenue, and improved healthcare outcomes for patients.
In conclusion, conflict management and patient satisfaction are essential components of medical college education and healthcare management, respectively. Understanding different types of conflicts and strategies for resolving them, as well as utilizing patient feedback, can help create a positive work and healthcare environment.