Question

Imagine the following scenario: You have been waliting at the doctor's office for over an hour. You need to be seen by the doctor soon in order to get back to work You approach the front desk receptionist at your doctor's office. She is busy answering the phones which have been ringing nonstop. You patiently wait for her to finish her last phone conversation and then ask her two questions. After the communication interaction you walk back to the waiting area and find yourself feeling very defensive. You: "Hello. I have been waiting for over an hour past my appointment time. Ineed to go back to my job soon. Can you please let me know when I will be called in to see the doctor?" Front Desk Receptionist: "As you can see, we are very busy and there are a lot of patients that need to be You: " understand that the doctor is busy and that you have a lot of patients today, I would just like to Front Desk Receptionist: "1 cannot give you an estimate and I don't have time for this I am very busy. This is seen today. know an estimate on when I will be seen. I need to let my work know when I plan to return. what happens when you try to get an appointment during our busiest time of the day.

Answer 1

Conflict is serious disagreement and argument about something important. If two people or groups are in conflict, they have had a serious disagreement or argument and have not yet reached agreement.

Conflict management

Conflict management refers to techniques and ideas designed to reduce the negative effects of conflict and enhance the positive outcomes for all parties involved.

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Creation of diverse opinion

1. In the above mentioned conversation between the patient and receptionist both did not wish together by saying good morning or good evening. They directly when into the conversation.

2. The two people are in a different type of distress

The patient is in both physical (some body alignment ) and emotional stress ( Need to be in job by time)

The receptionist is in mental stress to handle different type of patients with different sufferings.

Conflict management there are different techiques to handle conflicts.

1.Identify the source of the conflict.

The more information we have about the cause of the conflict, the more easily we can help to resolve it.

2.Look beyond the incident.

The source of the conflict might be a minor problem that occurred months before, but the level of stress has grown to the point where the two parties have begun attacking each other personally instead of addressing the real problem.

3. Request solutions.

4. Identify solutions both disputants can support.

5. Agreement.

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2. Waiting for the physician with illness is a distress for everyone in the world. If this happen to me (as a patient), i will use following techniques to solve

I) Take a earlier appointment.

2) Take medical leave or extend the permission time in office.

3) Request special permission from the receptionist with the no objection from the other patient.

This was my experience too as a customer

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3. Receptionist view

The receptionist too cannot be partial to anyone. because for that all the customers are equal. They are involved with various activites such as attending phone calls, entering the patient data, face to face enquries

Supportive behaviour in conflict management.(Gibbs Supportive Climate Behaviors)

• Descriptive
• Describing the situation without giving judgement.
• Focused on the problem
• discovering the best solution for the problem
• Spontaneous
  • providing honest reaction protraying aura of openess, trust, self- confidence
• Empathic toward the other person
• Identifying with the other persons emotional status
• Equal
• Responding with the air of respect and communication reflecting that the partner is neither superior nor inferior.
• Provisional
• Waiting before responding. Applying active listening techniques.