Johnis with no doubt the most resourceful person in the nursing facility,especially the quality assurance department. He has worked with theorganization for the last fifteen years. He joined the organizationas an intern and was employed by the organization after completinghis undergraduate studies. Therefore, he joined the organization withno experiences, but currently he has a wide range of experience. Heis responsible for supporting other junior and senior employees inthe increasingly nursing environment. He is the go to person in thequality department, which means that the department would not be thesame without his input. However, he has had one promotion in the lastfive years. Additionally, his current salary is relatively lowcompared to other associated in the department who have worked forthe organization for lesser years. While John has worked for thenursing home for about fifteen years, the recently promotedassociated has worked for the organization for less than five years. However, he has a post graduate degree in nursing leadership andextensive training in health care management. This is as opposed toJohn who does not have any extra training, other than undergraduatedegree. John is enraged that a new associate whom he trained andmentored has been promoted instead of him. He has booked anappointment to discuss the issue. Convincing John that he needs moretraining to advance his career is a difficult conversation based onhis personality.
Thereare specific actions that need to be taken in handling this difficultconversation to prevent adverse result. There is no doubt that thiswill be a highly emotional conversation. In order to control John’semotional reactions, is should observing my own emotional reaction isessential. This will be essential in ensuring that I am able to cooldown emotions during the conversation. Since I have adequateinformation about the subject matter in the conversation, adequatepreparation is essential. This would require wide consultation withrelevant authorities in the organization. Additionally, it isessential to identify all interpretations of the situation during thepreparation in order to react according to the conversation. It isalso important to reframe the conversation in order to enable John tothink outside the box. John believes that based on his experience, heshould be considered in all promotions within the department.Reframing the conversation will open up John’s mind to emergingtrends in workplaces. Additionally, it is important to treat hisinterest and concerns as legitimate while providing reasoning andinformation that support divergent views. Most importantly, theconversation must end with a solution to the underlying problem(Edmondson & Smith, 2006).
Effectivecommunication, even in difficult conversations is very essential forsuccess. Nobody can communicate perfectly. There are areas that Ineed to improve in my communication skills. The most area ofeffective communication that I need to consider, which is related tothis conversation is expressing empathy to others. I havedifficulties seeing things from the view point of others duringconversation. This makes a difficult conversation more complicated.The first step in improving this communication step is to avoid beingjudgmental. Another step is avoiding preconceived views which arelikely to result into biasness. This will enable me deal with thesituation and respond based in my own perspective and the perspectiveof the other part in the communication (Goldberg & Rosenfeld,2014). My ability to control my emotions will be essential indeveloping this critical communication skill.
Edmondson,A. & Smith, D. A. (2006). Too Hot To Handle? How to ManageRelationship Conflict. CaliforniaManagement Review49(1). FALL 2006.
Goldberg,D. & Rosenfeld, M. (2014). People-centricskills: interpersonal and communication skills for auditors andbusiness professionals.Hoboken: Wiley.