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Case Study Assignment
This assignment requires students to analyze a customer service interaction case study based on scenario examples of ineffective (Video One) and effective (Video Two) interpersonal communication. To complete this assignment, watch the following two videos and analyze the scenarios with reference to the ideas and concepts learned from Chapter 8: Communication & Relationships. Answer questions A-E.

Video One: Ineffective Interpersonal Communication
https://www.youtube.com/watch?v=N7lGqmZprx0

Video Two: Effective Interpersonal Communication
https://www.youtube.com/watch?v=g7cQaYQsqxI

Questions A-E:

A) Describe the scenarios in Video One and Video Two (e.g. where did it happen, what happened, who was involved, how it happened, etc…).
(5 marks; 250-500 words maximum)

B) Identify the communication styles of each character in Video One and Video Two and justify your rationale.
(5 marks; 250-500 words maximum)

C) In Video One, identify three barriers to effective communication and justify your rationale for choosing these barriers.
(5 marks; 250-500 words maximum)

D) In Video Two, identify three successful communication strategies and justify your rational for choosing these successful strategies.
(5 marks; 250-500 words maximum)

E) Write a self-reflection response describing a situation where you encountered an interpersonal communication conflict. Evaluate your role and communication style. Describe the conflict. How did you handle this conflict? Did you take a passive or active role, and why? How was the conflict resolved; what strategies were used? What do you think you need to improve upon when faced with an interpersonal communication conflict?
(5 marks, 500-750 words maximum)

Sample Solution

understudies. Given the expected worth of such figures propelling scholastic achievement and hence impacting results like maintenance, wearing down, and graduation rates, research is justified as it might give understanding into non-mental techniques that could be of possible benefit to this populace (Lamm, 2000) . Part I: INTRODUCTION TO THE STUDY Introduction The country is encountering a basic lack of medical care suppliers, a deficiency that is supposed to increment in the following five years, similarly as the biggest populace in our country’s set of experiences arrives at the age when expanded clinical consideration is essential (Pike, 2002). Staffing of emergency clinics, centers, and nursing homes is more basic than any time in recent memory as the enormous quantities of ‘people born after WW2’s start to understand the requirement for more continuous clinical mediation and long haul care. Interest in turning into a medical caretaker has disappeared as of late, presumably because of the historical bac>

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understudies. Given the expected worth of such figures propelling scholastic achievement and hence impacting results like maintenance, wearing down, and graduation rates, research is justified as it might give understanding into non-mental techniques that could be of possible benefit to this populace (Lamm, 2000) . Part I: INTRODUCTION TO THE STUDY Introduction The country is encountering a basic lack of medical care suppliers, a deficiency that is supposed to increment in the following five years, similarly as the biggest populace in our country’s set of experiences arrives at the age when expanded clinical consideration is essential (Pike, 2002). Staffing of emergency clinics, centers, and nursing homes is more basic than any time in recent memory as the enormous quantities of ‘people born after WW2’s start to understand the requirement for more continuous clinical mediation and long haul care. Interest in turning into a medical caretaker has disappeared as of late, presumably because of the historical bac>

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