Problem
Imagine you are working as a Medical Assistant at a clinic. A patient enters the reception area asking to see the doctor, but does not have an appointment. The clinic is busy. You explain that the doctor has no more available appointments for the day, and the patient becomes angry. He raises his voice demanding to see the doctor and you see that you are not able to calm him down. The other patients in the waiting area start staring. You quickly realize that you need to learn more about conflict resolution and communication.
Watch this short VIDEO to get tips on managing conflict.
a) Choose one of the tips from the video. Describe why it might be useful in resolving the conflict described in the Discussion Background.
b) Explain how the method you selected would create a positive outcome.
c) Explain one important thing to do when faced with conflict in the workplace.