Case Study # 02

During her holidays in Dubai Mrs. Nasira checks in to a private medical clinic for her appointment. She is Urdu speaking. Mrs. Nasira has brought her children with her to the clinic. While in the waiting room before her turn, the children are noisy and begin running through the waiting area. Maryam is trying to work at the front desk and is getting frustrated. She begins speaking in Arabic 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. Nasira) dont know how to control their kids. Maryam tells the participant, If you dont get control of your children, youll have to reschedule your appointment for another day and get your checks then. Mrs. Nasira leaves the clinic without getting her checks. Mrs. Nasira later contact the clinics management and states that she was discriminated against and was denied medical services. Mrs. Nasira says that Maryam thought she couldnt understand Arabic, but in fact she heard what Maryam was saying about her family.

Questions to Answer:

1. What are some assumptions that people make about private clinics patients? Can you think of other examples where these assumptions could lead to conflict?

2. Write a new statement for Maryam to use when talking with Mrs. Nasira about her childrens behavior. (Hint try using the Win/Win Approach)

Maryam says	What might work better?
Maryam tells the participant, If you dont get control of your children, youll have to reschedule your appointment for another day and get your checks then.