Chapter . Advance the Conversation Video Activity: Handling Complaints

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Advance the Conversation Video Activity
Handling Complaints

The following scenario will enhance your ability to communicate competently with a team member who has a negative attitude. As you watch the first video, recall what you’ve learned about creating a supportive communication climate and dealing with conflict in a group. Then complete the Your Turn prompts. Finally, watch the Take Two! video to explore how this scenario could have gone differently.

1. The Problem

Danielle is leading a group at work that is in charge of launching a new line of juices targeted at busy moms. This is her first leadership position at work, and there have been a lot of delays in the project, which is stressing Danielle and her teammates. During a weekly status meeting, the team is trying to decide which juice flavors they should use at launch.

Bedford/St. Martin’s

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2. Your Turn

Observations. Reflect on how Danielle and Tim communicated in this scenario by answering the following questions:

  1. Question

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  2. Question

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Discussion. In class or with a partner, share your thoughts about the interaction between Danielle and Tim and work to answer the following questions:

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  2. Question

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Question

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3. Take Two!

What if things had gone differently? Watch the Take Two! video to see one possible example of how the conversation might have gone if Tim and/or Danielle had communicated differently. As you watch the video, consider where the dialog reflects communication competence. After watching the video, answer the questions below:

Bedford/St. Martin’s

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  1. Question

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  2. Question

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