Interpersonal communication is the way we exchange our thoughts, ideas, and thoughts to each other. Interpersonal communication can happen successfully by taking the time to carefully understand the other person’s situation they are trying to tell us about, responding appropriately and in the right tone to another person or coworker, and understanding that effective communication takes time to build better and stronger relationships. The case study I chose to review for my final paper is Agnes and Jaime.
Agnes is a new medical assistant in a healthcare setting who seems a little insecure and sacks confidence in her new job. When confronted by her manager Jaime, she answered her questions looking down. Jaime was asking why some local healthcare newsletters were in the waiting room area and who put them there. Jaime was inferring that Agnes put the newsletters there without checking with her and she seemed upset that she would put something in the waiting room area for patients to read without getting prior approval, stating that the physician was the only one that had that right to place material there.
As they were talking about the incidence, the physician in question walked in ND stated that he placed the newsletters in the waiting room for the patients to read and just kept walking out the door. Without even an apology to Agnes, Jaime mumbles under her breath, “who does he think he is? ‘ as she walks away. Finally Agnes just continues to straighten the waiting room without any further thought that she was just there doing her job. Interpersonal communication requires the parties to know the importance Of listening to the issues addressed by another coworker or family member.
Using the appropriate listening skills means that you are capable of taking the mime to listen to an issue being discussed without interrupting and hearing the issue in its entirety before attempting to respond or offer your response. Another important element of effective interpersonal communication is making sure that you respond appropriately and in the correct tone that can give the best to the situation. When respond to another coworker you should not be condescending or inappropriate, loud, or abusive in your response.
You should take the time to gather your facts and respond in an appropriate manner so the low of communication isn’t interrupted by an inappropriate or uncertain message or tone. Finally I feel that it takes time to create the correct interpersonal relationships between coworkers and even family members or your peers and friends. Strong bonds can be made if given the time to listen appropriately, make a thorough and correct response, and develop the relationship over time and patience.
For instance, the case study I chose about Agnes and Jaime lacks all three elements are needed for effective interpersonal communication and getting along in the healthcare workplace As an office manager, Jam should set an example for good and effective communication in her primary care practice. Jaime should offer support and not be accusatory when addressing an employee, and especially a new employee until she has the facts of the entire situation as when presenting the facts she has a complete view of the whole picture, not only a portion of the issue at hand.
Agnes, on the other hand, obviously feels insecure in the new workplace as she was confronted by her manager she kept her eyes down and didn’t maintain eye contact to ensure she had confidence in her work. Last, Jaime, as the office manager shouldn’t talk about her boss in a condescending manner to another employee or coworker. That can set the tone for a very insecure workplace, and not a place where people can come to work and feel a problem or concern that is directed to the office manager will stay with the office manager and not discussed openly with other employees or behind an employees’ back.
Agnes needs to feel that she can respect and trust her office manager and not be afraid to come to her when or if she needs anything or any direction during her employment. The cross- cultural differences and barriers in the case study was that the office manager initially came across accusatory to Jaime without really knowing who UT the local healthcare newsletters in the office waiting room. As a manager she knows that the boss, or the physician in this case may have the final decision in what literature can be placed that he considers appropriate for his patients to view.
She unknowingly may create a barrier between Agnes and the physician by making it seem it was her fault that the documents were placed there without her knowledge, and she may be the blame for inappropriate information reaching the patient level without being approved first by the physician. Jaime should have instructed her to make sure that any communication is always approved in the waiting area rather than coming across accusatory to a new employee. The nonverbal communication in the case study was noted when Agnes looked down when responding to her office manager Jaime.
Nonverbal communication unbelievably makes up the majority of the communication in everyone’s daily lives, the silent language. “Before you even open your mouth, your facial expressions, your clothes, your walk, your body posture, your skin color, your hairstyle, etc. Are communicating much about you” (Cheeseboard, O’Connor, & Iris, 201 0, p. 89). When presenting ourselves to our employers, we need to maintain eye contact, present neatly dressed and groomed, and respond in a pleasant and confidant tone.
If you constantly look down when you respond and don’t make the habit of maintaining direct eye contact it will be hard to present a confidant front to your boss or manager. To maintain effective verbal- communication between two parties it is necessary to have a sender and a receiver of the information. “Opening yourself to others can be risky, simply because you do not always know what kind of response you will receive” (Cheeseboard, O’Connor, & Iris, 201 0, p. 6).
Effective verbal communication requires being able to share, establish a trusting relationship, and to encourage those to be open in the conversation. Supportive and defensive relationships are an important part of interpersonal relationships. Supportive relationships contain the elements are not supported in the case study. Supportive relationships are necessary in a healthcare setting because they contain the elements needed to maintain healthy relationships between coworkers and even the patients being treated at the facility.
A supportive climate lends to a warm, inviting, and roundly atmosphere that invite open feeling and people want to take part. Defensive climates can judge without merit and sometimes may seem like a controlling atmosphere where coworkers and patients can sometimes feel the tension in the air. In this case study Jaime did seem to have a judging and controlling attitude when confronting Agnes. Jaime confronted Agnes without fully knowing who placed the newsletters in the waiting room area.
Also as Jaime found the physician placed them there without her knowledge, she didn’t apologize to Agnes. She just walked off muttering about the physician n condescending tones which again was not the appropriate measure as a manager in a healthcare setting. In the case study between Agnes and Jaime, conflict management styles Were definitely an underlying issue. Jaime as the office manager seems to possess all five of the conflict types going on in her conversation with Agnes.
In the beginning of the conversation, she didn’t wait to have all the correct information before confronting Agnes about the newsletters. That miscommunication led to her disrespect for Agnes as she confronted her without gathering all the information. It also seemed to me hat she definitely had an ego that was quick to attack rather than confirm information, which leads to the impatience in her confrontation with Agnes. “Regardless of the cause, experts tell us that many types of conflicts challenge us every day’ (Cheeseboard, O’Connor, & Iris, 201 0, p. 160).
Some people have a fear and insecurity over loss of control in certain situations which can lead them to react with insecurity rather than knowledge. Effective teamwork could have been a beneficial part of the office managers’ structure with her employees. Rather than not knowing who as responsible for a given task it would have been part of their basic training in the beginning of their training period. “In order for your team to function optimally, the members have to operate on the basis of clearly defined goals” (Cheeseboard, O’Connor, & Iris, 201 0, p. 80). It’s important for employees to know that they have an assigned task, and they are part of a cohesive tem that help to maintain the smooth flow of the office and making sure the patients are treated with care during the work day. It helps to know your assigned task and when this is completed, the benefits of knowing that you did a good job during the day an enhance the teamwork in the healthcare office. Everyone wants to know that they do a good job and it’s important part of managing to make sure your employees know that by being supportive.
The case study could have been handled better from the manager, Jam better by not accusing Agnes of placing the documents in the waiting room. She could have asked if she knew where they came from rather than confronting her without having all the information. If she wanted to pursue the issue, it seems that letting her know that waiting room documentation needs prior approval before it can be laced there. All new employees need to be aware of the policies in their workplace and new employees shouldn’t be held so accountable for this event.
Also Agnes didn’t maintain good eye contact with Jaime, making it difficult to assess the situation. When talking to a manager or boss it’s best to maintain good posture and answer with confidence. The body language may have led to the initial confrontation. Also Agnes should have apologized to Agnes when she found out that it was indeed the physician who placed the newsletter in the patient waiting room, but she didn’t. Finally, Jaime walked way muttering things about her boss as she left the room. As a manager that shows a lack of respect for her boss and a lack of respect for Agnes by saying things like that after he left the room.
Those comments don’t have a place in the workplace and should have been totally left out of the converse Zion. In conclusion, interpersonal relationships are imperative in the workplace and especially in a healthcare setting. When addressing each other as professionals, we need to treat each other as professionals. If we take the time to listen to one another, gather the correct information before espousing, responding with the correct and appropriate tone, and acknowledging that relationships whether in the workplace or not take time and support.