Scenario One
By Justin taking his frustrations to social media about Sarah’s inability to remember a process she had been shown over and over, Justin has created an environment that favors the development of a perception that he has ill motives or intentions. In that regard, Sarah could consider the move by Justin as a strategy to present her to the public as an incompetent practitioner. Indeed, it would be a challenge for Sarah to accept that Justin’s actions originated from his frustration with her inability to master a crucial process behavior.
There are significant ramifications of taking workplace frustrations on social media (Muller, 2017). The audience on social media is not the appropriate lot to know what transpired between co-workers. Posts on social media could be accessed, read, and shared by different groups of people including unintended audiences.in essence, this may exacerbate the already bad situation. Taking a workplace frustration or interpersonal problems with a co-worker on social media does not offer an immediate solution and only escalates the conflict. Moreover, such a move is unethical and unprofessional since there are internal mechanisms in organizations that could be used to resolve such issues.
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Instead of taking the frustrations or interpersonal issues with a co-worker on social media, a face-to-face discussion, an official phone call, or the use of an email could be an effective and professional alternative. A face-to-face discussion or a phone call will offer immediate feedback and an opportunity to clarify unclear issues. These alternatives equally allow the parties to ask questions. On the other hand, written communication is another official and professional channel that could be used to address such problems. The method provides evidence for future reference and could be documented for professional purposes at the workplace, especially when such matters go beyond to involve third parties.
Scenario Two
Based on how Sean wrote the email, it is likely that Jana considered it rude and unprofessional. The email contained capitalization of some words indicating that Sean was stressing these points. Based on the structure and choice of words used in the email, Jana can perceive the email as rude or impolite with a touch of a commanding tone.
I also consider Sean’s tone as inappropriate. Sean is justified to ask for the report and instruct Jana to send it within the shortest time possible. Failure to do so could negatively affect the process of preparing the final report by Sean. However, the manner in which Sean expressed the concerns and made the request is inappropriate. In addition, the email did not contain an official salutation and closing remarks that depict workplace professionalism.
In this scenario, a phone call was an effective method of finding out why Jana did not submit the required report on time. A phone call also gives the opportunity for clarification such as the specific time when Jana will send the report. Alternatively, the use of an email is an alternative but should be appropriately tailored to show the urgency and concern in a professional manner. For example, Sean could have written the email as follows.
Dear Jana,
I hope you are doing fine. While reviewing the monthly reports I realize that you are yet to submit your copy as expected. Kindly note that when you submit your report late it equally inconveniences when preparing the final report. I hereby request that you submit it as soon as possible.
Regards, Sean.
Scenario Three
In this scenario, Robert clearly expressed his needs but the office assistant did not respond appropriately. Instead of increasing her voice while speaking, she instead chose to speak slower and enunciated her words. Essentially, this could be perceived as being inattentive and unable to meet the needs of the customers who, in this case, is a patient. Additionally, it could be equally considered disrespectful when the request by the patient is ignored. Robert could eventually feel frustrated bearing in mind that this is the first desk he stopped at the facility. Importantly, the first impression is essential in communication since it defines how information is shared across different parties involved.
When communicating with patients, it is important to pay attention to their needs ( Mirzaei & Kashian, 2020 ). One is not sure about the actual condition of the patient, which justifies why their requests should be respected. The patient being old could be having hearing problems, especially where there is a lot of background noise. Therefore, ignoring the requests of a patient during communication creates a barrier and could negatively affect their perception regarding the services they will receive in other departments within the same hospital. Poor communication with patients could also impact their emotional wellbeing.
The best alternative approach of communication in such a scenario involves a series of steps. First, the assistant could request the people making noise in the background to stop to ensure that the communication process is not affected. The assistant could also ask the patient to move closer to the window or the assistant could make an effort of getting closer to the patient standing on the window. Finally, she should start by saluting the patient or asking his details to confirm if they are now able to listen clearly. In essence, this allows the patient and the assistant to communicate without any problem. At the end of the conversation, the assistant should ask the patient whether they are satisfied with the response or whether they require additional clarification.
References
Mirzaei, T., & Kashian, N. (2020). Revisiting effective communication between patients and physicians: Cross-sectional questionnaire study comparing text-based electronic versus face-to-face communication. Journal of Medical Internet Research , 22 (5), e16965. https://doi.org/10.2196/16965
Muller, D. (2017). Social Media Misconduct: Costly Risk Employers Can’t Afford . HR Acuity. https://www.hracuity.com/blog/social-media-misconduct-a-costly-risk-employers-cant-affor d
