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NAME: ZAINAB QAZI ROLL NO: FA16-BBA-048

CASE STYUD#1 QUESTION NO#1 What could Julia have done differently to avoid or minimize this conflict? What could Julia learn from this experience? (Hint – try using a Creative Response) ANSWER: In this case study we come to know that certain physical illness requires a special treatment from the general population. Consequently Julia on her role of health officer into a medical center should have had a little more patience and smoothness at the moment of talk to Maria, in that way, Maria would probably have had a different response and so maybe they would have found a method to be fully understood. QUESTION NO # 2 Write the dialogue for the next time Julia sees Maria at the clinic. ANSWER Julia says What might work better? “I’m sorry; I didn’t understand what you said.” “I’m sorry, Maria! Could you please speak slowly down?” Julia looks confused and says, “One more time please?”

Maybe I could try to guess what are you saying if you blink twice to say “yes” and three times to say “no” Julia says What might work better? Looking a bit flustered, Julia says, “Okay, well, Maybe I could call your family member to maybe we can talk about that next time.” comes in and help us out Julia reaches for the door and says, “Let me get We are finished, do you need my help to open that for you.” the door or you can do it alone?

CASE STUDY#2

QUESTION What are some assumptions that people make about WIC participants? Can you think of other examples where these assumptions could lead to conflict? ANSWER

Due to the Rebecca’s complaint with WIC, some people are going to make negative assumptions about of the participants of that company even someone could file a legal

claim. The most severe assumption will be that the racism and discrimination from the company’s employees to the patients; that’s why a conflict must be solved though a regular protocol and thus fulfill the different parameters stipulated by the enterprise without get offending any sensibilities or excluding anyone. In that case, Rebecca could have spoken directly to Mrs. Ortiz and have explained to her in a cordial way what was wrong, perhaps she would have recognized the mistake and taken control over her children. However, mocking about Mr. Ortiz was not correct and maybe the enterprise will have to take action with Rebecca for her behavior, in that way WIC will clear its name. Can you think of other examples where these assumptions could lead to conflict? There are many cases where an act of discrimination can trigger a conflict even a war. For example in the Middle East and Europe exist discrimination between some countries that are inhabited by foreign people with different skin color or even a different religion and those conflicts have been the main cause for many deaths throughout the history. On the other hand, an assumption could lead a conflict at university, for instance, many forms of discrimination among students and teachers have achieved expulsions from the institute or even suicides, and therefore the protocol takes relevance between a simple or serious problem.

QUESTION NO#2 Write a new statement for Rebecca to use when talking with Mrs. Ortiz about her children’s behavior. (Hint – try using the Win/WinApproach) Rebecca says Rebecca tells the participant, “If you don’t get control of your children, you’ll have to reschedule your appointment for another day and get your checks then.”

What might work better? Rebeca calls Mrs. Ortiz and tells her “I’m sorry Mrs. Ortiz, Do you speak English? Because I need that your children stay calm and quiet, it’s due to WIC’s policies since the noise can disturb other patients. Thank you so much and I apologize if I have bothered you, I hope you understand this”

CASE STUDY #3 QUESTIO #1 Have you ever been treated rudely by a WIC participant? How did you respond?

ANSWER No, I have never been treated rudely by a WIC participant.they are the needy people and human resource management is all about treating people kindly and helping them QUESTION NO#2 Write a different response for Sandra to use after Angie asks to speak to someone else.(Hint

– try using Cooperative Power) ANSWER: Sandrasays Sandra says, “Well, I guess you should have planned ahead instead of waiting until the last minute.”

What might work better? Sandra might say could you please wait until the end of the following weeks since there are so many appointments these weeks.

CASE #4 ANSWERS QUESTION NO# 1 Why might the bilingual staff choose to speak in their native language? ANSWER:

It is very convenient for them to speak their own native language so that they can understand each other very well and they can also say what they don’t want the others who don’t know their language know what they are talking about. QUESTION # 1 (B) How could Kelly address his feelings in a positive way? (Hint – try using Appropriate Assertiveness) ANSWER: It is normal when you work in a workplace that multi nationality. Just do good at the workplace and no need to care about how other speak about you. They may just talk about something else. Think in positive way and make good relationship with them and learn their language if it’s possible.

Kelly Kelly feels self-conscious and sometimes wonders if they are talking about him. He frequently complains to his friend at work about other staff not speaking English.

What might work better? Kelly should work hard and no need to pay attention on others. He should keep saying good things and make friends with his colleagues.

How might his coworkers respond? (Hint – try using Empathy/ActiveListening) Kelly

What should they say?

When Kelly complains to his friends about the non-English speaking co-workers.

They can reply him that, they are just talking about their job and responsibilities at work. They use their language because it is convenient for them to communicate.

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