Case Study 2 - Dealing with Confrontation

• Begin with outlining the knowledge you gained in this course that you will utilize in addressing aggression, passive aggression and/or confrontation.
• As a group discuss each of your individual professional experiences (in the workplace with co-workers, customers, and/or manager) each of you may have had in addressing this type of behaviour. In these experiences, consider outlining the strategies you used in the past. Your group then can choose up to three (3) of these scenarios (the recommendation is to choose ones that are most challenging and may have not been dealt with effectively)
• You will then outline, in each of these cases, how you would consider handling the situation with the technology taught in this course. Be very explicit in indicating which technology and how you would strategically apply it.
• Provide a detailed script for each scenario and spell out in detail the nature of the interaction and what would/could have been said. Include details of the context (where this is happening, what has transpired, setting the scene). Make a detailed script outlining what the employee would verbalize/say.
• Reference the course material (textbook) and link how ethics, psychology, and interpersonal communication apply to your advice outlining what you feel needs to take place to ensure successful business outcomes.

Mind to avoid the use of artificial content.