...A class called Crucial Conversations, which is a conflict resolution strategy course offered at my workplace. It teaches employees how to speak and treat each other with respect, while trying to resolve conflicts that may happen. The course is designed to help employees speak up when they see something that could impact safety, whether it's their own or the patients. Crucial conversations help employees identify the cause of negative emotions and question if it is accurate. Employees are taught to speak persuasively to get their meaning across, even with potentially tough messages. And finally, the course teaches employees how to create safety during a conversation, so that they may speak honestly and respectfully, when trying to resolve a...
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...1. Introductions and definitions: This paper is an attempt of empirical investigation in conversational analysis with the focus on open-class repair in English Lingua Franca interactions. However, before the investigation goes any further it is important to highlight and define some key terminology that will be utilised for the means of this paper. According to Levinson (1983) “Conversation analysis (henceforward CA) is known as an approach to the study of natural conversation which covers both verbal and non- verbal interaction in everyday situations”. This notion was developed in 1960s by Harley Sacks when he was employed at “the Centre for the Scientific Study of Suicide in Los Angeles”. He discovered recorded phone calls that laid a fundamental framework for the new method later termed as CA (Have, 2007: 6). Have (ibid) further reveals the two ways of how CA utilised in studies: a ‘broad sense’ also known as ‘oral communication’ ; though, the outline of this concept is used in a ‘restricted sense’ as it traces to early 1960s when it was firstly introduced by Harvey Sacks, Emanuel Schegloff and Gail Jefferson (ibid: 7) how interaction occurs. CA studies revealed that ‘casual daily talk’ with people is not a random dialogue but a “sequentially structured and interactively managed” (Firth, 1996: 238) conversation. The concept of CA was further defined and introduced by Emanuel Schegloff, Harvey Sacks, and Gail Jefferson in late 1970s. Since then, the role and focus...
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...Case Analysis Sun Medical Systems, INC Table of Contents Summary 2 1. Situation Analysis 2 2. Problem Analysis 3 3. Decision Analysis 5 A. Maintain Status-quo 6 B. Move to a different department or organization 6 C. Verify her stories and then decide the next course of action 6 Plan of Action 7 A. Prepare for the crucial Conversation 7 Summary The objective of the case analysis to apply the SA-PA-DA-PA (Situation Analysis, Problem Analysis, Decision Analysis and Plan of Action) framework to find out the right course of action for Shabana Jabeen of Sun Medical systems. Shabana feels frustrated and stagnated at her job in spite of her division doing exceptionally well and her contributions to the growth of the division are widely acknowledged by the Management. The case analysis has been structured in 4 sections as per the SA-PA-DA-PA methodology. Situation Analysis Situation analysis is defined as a process that examines a situation, its elements, and their relations, and that is intended to provide and maintain a state of situation awareness for the decision maker. A situation analysis defines and interprets the state of the environment of a person or organization and provides the context and knowledge for planning. Examining Shabana’s situation we come across the following facts – I. Shabana has been a top student and an exceptional...
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...As such, it is vital to learn about the child who is suffering from this condition to enable the development of the required social skills in him or her. On a positive note, some families may need to contract a counselor to assist in dealing with the problems that may arise from the life one may lead when suffering from this condition (Brosnan & Mills, 2016). Thirdly, cognitive behavioral therapy assists patients to alter their thinking patterns to assist in controlling repetitive behaviors and recurrent emotions. It is one of the best ways to take advantage of any situation that may result from an obsession, meltdown, or outburst that has the propensity to have a negative impact on the patient. Controlling such instances is crucial to avoid any situation that may jeopardize their efforts to lead positive...
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...Peppercorn Dining is the diner on the campus of All-American University. The dynamics of the diner consists of fulltime workers, temporary workers, and student workers. The three partners of Square One Consulting; Roger, Lynn, and Erica, were having lunch at Peppercorn one afternoon; Erica worked at Peppercorn two years ago as a student worker. The manager of Peppercorn’s name is Drew Randall; he recognized Erica and came over to say high and chit chat with her about the “old days” when she worked at Peppercorn. During the course of their conversation, Erica asked Drew how things were currently operating; Drew replied by saying, “Staffing is a nightmare. We can’t find qualified people anywhere; recruiting and retention has become a constant challenge” (Cummings & Worley, 2008, p. 217). Of course, the other consultants were all ears and wanted to hear everything that Drew had to say. However, although Drew knew there were many symptoms of a much bigger problem, he had no idea what the “root” of the problem was. He would eventually enter into a contract with the consultants to get their unbiased, external point of view as to what the bigger problems really were at Peppercorn. The consultants would use various data collection methods involving the management, workers, and the customers to get a clearer picture as to what the actual problems were and why the students working at Peppercorn were unhappy and why recruitment for additional student help was unsuccessful. Actually...
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...The role of Strategic Conversations with Stakeholders in the Formation of Corporate Social Responsibility Strategy. Summary The main discussion of this journal is to explore the role and the use of strategic conversations in corporate social responsibility (CSR) strategy formation from a conceptual perspective to actual practices. Based on this research, the authors have given the strongly recommendation that by intensifying the stakeholder engagement in the CSR strategy-making process, through the mechanism of strategic conversations, will not only minimize the future stakeholder’s concerns and enhance CSR strategy making effectiveness but also maximize organizational sustainability. The learning outcomes are concluded in the following key points: * Corporate Social Responsibility - The evolution of the Corporate social responsibility (CSR) was from a basic concept and belief to become a popular debating subject in recent decades which is centered in ‘whether CSR should take priority over a company’s obligation to make money for its stockholders or vice versa’. - There was a general consensus to align strategies to take full advantage of CSR business opportunities while also including stakeholders in the strategy-making process. * Strategic conversations - Understanding the variety of strategic conversation definitions and how it works properly in an organization through direct communication mechanisms between three pillars: top management, BSE and relevant...
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...least 3 types of information audited: Three types of information that should be audited are: • The inspection of physical assets, recovering and recalculating provides a higher safety level, as by means of these techniques the auditor directly collects the audit evidence. • Inspection of the accountancy registers and documents provides a medium safety level, with that – checking the mathematical accuracy of the registers and documents independently • Detailed test of transactions, balances and analytical procedures regarding the analysis of indicators Discuss how the interviews will be conducted, evidence collected and non-verbal cues evaluated during the interviews: The interviews should be conducted in a non-threating format with a goal of obtaining more information or knowledge about the process. The tone of the interviews should be non-accusatory. Each interview should be short in time-frame; the conversation could be conducted in a private session or without the privacy. Where the interview takes place should not matter, but I would suggest a business type atmosphere or a location that would put the interviewee at ease and a...
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...South Korea: A Comprehensive Analysis Outline MGT448 March 28, 2011 South Korea: A Comprehensive Analysis Outline Country Analysis * Political Stability 1. A Republic with powers shared between the president, the legislature and the courts 2. Well established constitutional democracy which is conducive to overall political stability. * Economic Conditions 1. Market based economy; stable, affluent country a. High gross domestic product (GDP) per capita of $20,164.85 (USD,2010). b. Inflation rate: 3.1% (2010) c. Unemployment: 3.3% (2010) d. Gross National Product (GNP) is growing faster than the population. 2. 13th largest economy in the world and the 3rd largest in Asia a. Major industries: electronics, telecommunications, automobile production, chemicals, ship building, steel b. Exports contribute to 39.4% of the GDP 3. Import dependant – 5th largest importer of crude oil and 2nd largest importer of both coal and liquefied natural gas. 4. Free Trade Agreements with United States and European Union * Finance Options Available 1. Government committed to promoting exports and easing regulations to attract foreign direct investment. 2. Invest KOREA – Korea’s national investment promotion agency established within the Korea Trade-Investment Promotion Agency (KOTRA). The sole purpose is supporting the entry and successful establishment of foreign business into Korea. 3. Foreign Trade Zones and Free Economic...
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...themes of clear judgment and effective communication. Rigorous financial analysis and discipline are essential but not sufficient. The senior leader in any business wants to work with finance professionals whom they trust as competent but can also understand. Often the rhetoric is about rigour, thoroughness, accountability and professionalism. But if communication doesn't happen well, all those wonderful professional skills can become sidelined and irrelevant. The consistent picture is that the finance professional who can communicate effertively becomes a crucial and influential part of a leadership team. The finance A professional who doesn't communicate well is regarded as a necessary evil, an encumbrance, a tedious part of the process and a bore. The finance professional can either be at the centre where they are influential, engaged and vital to success, or they can become sidelined and, at worst, regarded as a liability because of their inability to connmunicate with stakeholders. So how is this best avoided? The finance professional has so much to offer. Key principles are about clarity, curiosity, thinking through consequences and being corporate. Clarity Clarity is about effective preparation, identifying key points, keeping it simple, ensuring that the message is 62 August 2008 acc0untancyma9azine.com nicatií It is about listening, and listening again. It is about conversations that operate on a range of different levels; some will be very focused...
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...Personal and Professional Healthcare Communication Paper Elizabeth Bouchard HCS/350 July 25, 2011 Frances Johnson Personal and Professional Healthcare Communication Paper “Health care communication may be defined as a process that facilitates interdependence among members of a health care unit or group. It occurs either verbally or non-verbally and is a process that enhances the sharing of ideas. Health care communication is essential in coordinating activities within a health care unit if it encompasses health care administration and staff members. It is also crucial in therapeutic groups or support groups for a range of health related concepts” (Miller, 2010). Communication is important to make sure that certain outcomes are met. If the communication line is broken, goals are not achieved, and the facility may have substantial consequences. Theories and principles of therapeutic communications in the health care setting are important aspects as a nurse to care for the patients, work as a team, and to maintain policies and procedures. It is relevant that nurses communicate with health care workers, clients, and patients on a personal level. We need to talk with our peers when giving report on a patient. We need to know the important aspects of what to communicate to that nurse at the end of the shift. We also need to make sure that we can communicate with the aides on what procedures we need to delegate to them. As a nurse, we need to be clear and concise...
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...MBA 5092-CTMC SECTION-B 17010004 17010041 17010086 17010059 17010081 Date: November 26th, 2015 To: Dr. Aamna Khalid - General Manager From: Group-1 Subject: Analysis of Difficult Conversation Situations The environment of the organization is an important parameter which enhances the overall productivity of the employees. Recently three incidents have been reported which have resulted in deteriorating the environment and have resulted in situations that have harmed the culture of the organization. The situations are described and analyzed below in detail. David and Jeremy: A confrontational conversation took place between David, director of the company, and Jeremy an ambitious researcher. Which eventually resulted in resignation of Jeremy and loss of crucial company asset. David’s intentions were not to get rid of Jeremy but to convey the negative feedback in a neutral way. David did not like conflicts whereas Jeremy was driven by his superiority complex because of the higher status of his academic background and he always took a defensive stance when being criticized. At the start of the conversation, David opted for the indirect approach and started with a lighter note to ease the flow of conversation, but judging Jeremy`s response, he adopted the painful-but-quick bombshell (direct) approach and became blunt about Jeremy’s attitude which was affecting the performance of the department. While, Jeremy got the wrong impression at the start and had assumed David had called...
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...An Analysis of a Conflict Abstract In this paper my main concern was to analyze a negotiation that I was personally involved in, which did not go very well. In the first part of the paper, I identified and explained the situation and admitted what did not work in the negotiation. The remainder of the paper is focused on the plan for the re-do. After analyzing the original negotiation I realized what I did wrong and based on that I prepared a plan which indicated how I should have behaved and how to negotiate next time if something like that would happened again. Introduction Life is like a field trip where we learn little by little every single day of this journey. There are many ways of how we are finding more things about our friends, family, coworkers, and even about ourselves. One of the many ways of how we learn, which is probably not the most pleasant way is by learning from our mistakes. Most of the time conflicts are mistakes that we make, because we don’t know how to negotiate successfully. Negotiation is a technique by which individuals resolve differences, conflicts, and arguments. It is a method by which people reach an agreement without causing a conflict. The main reason of negotiation is to reach a compromise while avoiding future arguments and problems with communication. Unfortunately, arguments are an unavoidable part of our life journey that is why we need to work on our negotiation skills so we can avoid conflicts and bad consequences that...
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...Strategic and Operation Plans MGT/521-Management Strategic and Operational Plans Planning involves defining the organization’s goals, establishing strategies for achieving those goals and developing plans to integrate and coordinate work activities (Robbins & Coulter, 2012). Before planning can occur, review the mission and/or vision statement as the goals will reflect those statements. Another important aspect to planning is performing a SWOT analysis. A SWOT is an internal and external analysis of the organization’s strength, weakness, opportunities and threats. After a SWOT analysis has be performed, managers are ready to develop the strategic and operational plans by exploiting the strength and opportunities and reducing the threats and fixing the weaknesses. The strategic and operational plans will be based on the SWOT analysis. Strategic Plans The strategic plans establish the organization’s overall goals. For Pfizer, that is to be the premier innovative biopharmaceutical company. There are several way Pfizer can achieve that goal. One is by its large acquisition deals that will strengthen its R&D pipeline portfolio in the different therapeutic areas. Another is by utilizing this strong commercial infrastructure and sales infrastructure. Utilizing their external stakeholders such as doctors and patients, to gather information on their products via their sales force. The organization is well diversified geographically. A balanced revenue...
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...companies social currency enabling them to start or participate in conversations that connect them to consumers in meaningful ways.” Simon Mainwaring 1.1 Background of the problem Since early 2000, digital advancements have transformed the way corporations market and communicate with their consumers. Long before the term ‘social media’ was coined, consumers were participating in online conversation with and about various companies and their products or services (Evans 2010). Today social media has become a PR and marketing tool for the companies to further expand their business in market. The advantage of social media is that it allows companies to enter into long term relationships with its customers and it is also a very effective mean of providing information to them (Berry 1995). With the passage of time due to use of internet and smartphones, social media has attained further growth in the market. The dark side however of social media cannot be ignored as users are free to post what they please about the company, whether it is good, bad or ugly. It is necessary for companies to be aware of this platform and communicate with customers so that firstly their consumption behavior can be influenced and secondly the company is able to know tastes and preferences of customers with their feedback about products and services (Bose 2002). This thesis explores the concept of social media and its users with the case analysis of Coke and Pepsi who are competitors in soft drinks market. Both...
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...their interests and whether it needs to be read in its entirety 2. fairly impersonal in tone talks about what the paper does rather than about what the author did “This article considers…”, “This article proposes…”, “This article examines…” 3. need for brevity more complex in syntax than the actual article mentioning all the sections of the paper drawing the ideas for one sentence or two from each of the article’s main sections 4. the content of an abstract 1) research objective 2) methodology (research subjects/research instrument / methods of statistical analysis) 3) research results and major conclusions 4) the significance of the findings Section 2: key words Investigate / investigation? (which one is preferred?) Using noun instead of verb 4---6 words min: 2 words max:10 words Chosen from the title and abstract writing & punctuation Section 3: introduction a crucial part of the paper ,the hardest part to write Function: to draw readers into the topic, to make them see why it is important and what you have to say about it is new and interesting three steps Step 1: to establish the general territory in which you are working One traditional way to begin : emphasize the importance of the general topic by briefly reviewing previous research in the area and making generalizations about what has been found Step 2:to establish a specific research point for yourself in that general area 1) by making a counterclaim to a previous researcher’s...
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