How could Rebecca improve her communication while negotiating in such circumstances?
Case Study
Mrs. Fargo checks in to the health clinic for her appointment. She has brought her children with her to the clinic. While in the waiting room before the session begins, the children are noisy and begin running through the waiting area. Rebecca is trying to work at the front desk and is getting frustrated. She begins speaking to another employee, loudly enough so that some people in the waiting room can hear what she is saying. She is overheard saying, “These people (referring to Mrs. Fargo) don’t know how to control their kids.” Rebecca tells Mrs. Fargo, “If you don’t get control of your children, you’ll have to reschedule your appointment for another day and get your check-ups done later. There are other patients waiting and they are being disturbed with the loud noise. More so, it is a noise free zone”. Mrs. Fargo leaves the clinic without getting her wellness check done. Mrs. Fargo later calls the doctor’s office and states that she was discriminated against and was denied services. Mrs. Fargo says that she heard what Rebecca was saying about her family and felt really shattered.
Case Study Questions:
Q1. It was later found that Rebecca did not mean to hurt or insult but was not sure how to ask Mrs. Fargo & family to maintain silence. How could Rebecca improve her communication while negotiating in such circumstances? What are the offers and counter offers that she could have made here?
Q2. What could have Mrs. Fargo done to make sure that her wellness check was done the very same day? Suggest atleast three ways by which Mrs. Fargo could improve her communication skills?
Answer preview how could Rebecca improve her communication while negotiating in such circumstances?
APA
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