CASE: THE RIGHT RESPONSE
Joe recently had a heated argument with Tina Tumultuous that ended badly. Tina accused Joe of treating her unfairly when he disciplined her for her offensive and rude interactions with customers. At the time, Tina had just returned from a three-day suspension for such conduct. After Tina threatened to file a lawsuit, Joe yelled at her and told her to get out of his office. Feeling badly about this, Joe again asked Tina into his office and apologized for being angry and frustrated with her. Tina accepted the apology. Joe then invited Tina to discuss the situation with him in a calmer manner.
To have a successful encounter this time, Joe must engage in the appropriate communication responses.
Case Question
For each of the situations that follow, answer these two questions:
What is the appropriate response (or responses) on the communication continua that Joe should engage?