D268 Task 2 – Communication Strategies for Conflict Resolution

Grace J.
November 9, 2025November 9, 2025
BSN, D268, Western Governors University

Student Name

Western Governors University

D268 Introduction to Communication: Connecting with Others

Prof. Name

Date

Section A

A1. What interpersonal communication behaviors did each character display in the video, and how did these behaviors contribute to escalating the conflict?

In the video scenario, both Raymond and Jenna exhibited specific interpersonal communication behaviors that intensified their conflict. Raymond displayed visible signs of frustration and defensiveness. His closed-off body language—such as crossing his arms and standing rigidly—communicated resistance and an unwillingness to engage openly. This nonverbal communication served as a barrier, signaling to Jenna that he was not open to collaboration. Furthermore, Raymond’s tendency to blame the pharmacy department for medication delays with an accusatory tone shifted the conversation from finding solutions to becoming defensive, thereby exacerbating tensions.

Jenna initially responded calmly, striving to maintain professionalism. However, as the discussion progressed, her nonverbal behavior shifted to mirror Raymond’s defensiveness, including raised eyebrows and crossed arms. This emotional contagion effect, where one person’s negative body language influences another’s (Burgoon, Guerrero, & Floyd, 2016), deepened the emotional strain. Jenna’s transition from open to defensive communication heightened the confrontation, turning what could have been a collaborative dialogue into an adversarial exchange.

Table 1
Observed Interpersonal Behaviors and Their Role in Escalating Conflict

Character	Observed Behaviors	Impact on Conflict
Raymond	Crossed arms, accusatory tone, visible frustration	Fostered defensiveness, blocked open dialogue, escalated tension
Jenna	Initially calm, then defensive; raised eyebrows, crossed arms	Mirrored defensiveness, decreased empathy, increased emotional tension

A2. What alternative behaviors could each character have used to reduce the conflict escalation?

To de-escalate the conflict, Raymond and Jenna could have employed communication strategies rooted in emotional intelligence and active listening. Raymond might have benefited from regulating his emotions before the conversation—practicing a “stop and think” approach or pausing briefly to gather his thoughts. This would allow him to voice concerns calmly without transferring frustration to Jenna. Adopting open body language, such as uncrossed arms and steady eye contact, would communicate openness and respect. Additionally, using a calm tone and focusing on factual information could have encouraged Jenna to engage collaboratively instead of becoming defensive.

Jenna, for her part, could have maintained her initial composure throughout and employed empathic listening. Validating Raymond’s experience—for example, acknowledging the challenges faced by the nursing department due to heavy workloads—would convey empathy while maintaining professionalism. This approach fosters cooperation and shifts the focus from blame to mutual problem-solving.

Table 2
Alternative Communication Behaviors for Conflict De-escalation

Character	Observed Behavior	Alternative Behavior	Expected Outcome
Raymond	Frustrated tone, closed body language	Calm demeanor, open posture, fact-based discussion	Encourages open dialogue, reduces emotional tension
Jenna	Defensive posture, lack of empathy	Validation statements, empathic listening	Promotes collaboration and shared problem-solving

Section B

How could each character have managed and resolved the conflict using the negotiation framework, addressing each negotiation stage?

Pre-Negotiation

Before the discussion, Raymond needed to manage his emotions by recognizing and regulating his frustration. Preparing a clear statement of the problem and considering possible solutions beforehand would have allowed him to express concerns more rationally. He could have focused on improving interdepartmental relations instead of blaming Jenna’s department.

Jenna, while appearing composed, lacked preparation for Raymond’s emotional state. She could have anticipated his frustration and prepared discussion points and potential compromises. For example, identifying how the pharmacy might assist the nursing department during high workloads would have shown readiness to collaborate, positioning her as a cooperative partner.

Opening

During the opening, Raymond failed to establish a cooperative atmosphere due to his body language and emotional intensity, which hindered trust. Had he presented his concerns objectively and signaled openness to dialogue, the conversation could have begun on a more constructive note.

Jenna’s initial receptiveness waned as she became defensive in response to Raymond’s accusations. Maintaining neutrality, acknowledging Raymond’s feelings, and inviting him to explain specific issues would have demonstrated a willingness to engage productively.

Exploration

Both parties should have focused on understanding shared interests rather than defending positions. Raymond could have practiced active listening by acknowledging Jenna’s points and clarifying constraints without judgment. Expressing what was important to both departments might have promoted empathy and reduced friction.

Jenna could have facilitated dialogue by asking open-ended questions like, “How might we adjust our processes to better support each other?” This approach encourages shared ownership of problems and solutions.

Bargaining

At this stage, both needed to shift from emotional reactions to constructive negotiation. Raymond might have proposed practical solutions, such as scheduling interdepartmental check-ins or reallocating tasks during peak periods. Maintaining professionalism would reinforce the collaborative effort.

Jenna could have shared her department’s challenges transparently and suggested possible accommodations. This exchange would foster mutual problem-solving and balanced agreements.

Agreement

To finalize, both could have committed to implementing shared solutions. Raymond might suggest training sessions to help nursing staff understand pharmacy workflows, reducing medication delays. Jenna could pledge to improve pharmacy processing efficiency. Prioritizing ongoing collaboration would establish a foundation of trust and communication.

Section C

How should sources be acknowledged for quoted, paraphrased, or summarized content?

In any academic or professional work, it is essential to correctly cite sources for any content that is directly quoted, paraphrased, or summarized. This includes using in-text citations and providing full references in a bibliography or reference list, adhering to the required citation style, such as APA format. Proper citation acknowledges the original authors’ intellectual property and enhances the credibility of your work (Burgoon et al., 2016; Goleman, 2018; Lewicki, Barry, & Saunders, 2020; Rogers & Farson, 2015).

References

Burgoon, J. K., Guerrero, L. K., & Floyd, K. (2016). Nonverbal communication. Routledge.

Goleman, D. (2018). Working with emotional intelligence. Bantam.