WGU D268: RRM3 Task 2 with Complete Solutions
Complete and submit this D268 Task 2
Instructions for Unit A:
First, watch the “Workplace Conflict” video. Then, evaluate the video’s
interaction by doing the following:
Tip: See Unit 2 (The Art of Conflict Management and Professional
Conversations) Lesson 4 for information on interpersonal
communication habits.
A1. For each character Write about Ray here.
Ray & Jen) you observed He kept his arms crossed, which tells Jen that he is
in the video, select 1 or 2 not open, not listening, and not willing to meet her
interpersonal halfway. That shuts the door on any productive
conversation they might have and raises the
communication behaviors emotional temperature instantly
that escalated and made By quickly moving past her points and staying
the conflict worse. See focused on nursing’s problems, he basically
Section 2: Lessons 4.2- invalidates her experience. That kind of focus makes
4.5 the other person feel ignored or diminished, which is
exactly how small disagreements turn into heated
Argument
Write about Jen here.
When Ray chooses to be locked in on nursing, Jen
Note: The interpersonal
begins responding from a place of anger. Her
communication behaviors defensive edge shifts the tone from working together
could be verbal or to combat with phrases like “you’re not listening to
nonverbal. me” rather than “let’s figure this out.” Even though
she’s correct that pharmacy is hurting, she jumps
straight to pushing her department’s struggles
forward. She clearly is offended and shows it right
away. She should first admit his perspective,
because it lands as a competition of “who has it
worse,” which escalates tension instead of diffusing
it. She’s not the cause of the conflict, but her
reactions keep the two of them in conflict.
A1A. How did Write about Ray here.
Ray’s and Jen’s By staying arms-crossed and tight and coming out
Actions in A1 escalate very strong and offensive, Ray signals he’s not open
and make the conflict to discuss. Jen reads that instantly, feels shut out,
and the tension rises before they even get into the
worse? For each behavior issues.
you Shown in A1, His focus on nursing makes Jen feel dismissed. When
describe how those someone feels unheard, they push back
, shown behaviors harder and that shift turns a discussion into
escalated and made the confrontation.
conflict worse. Write about Jen here.
Because Ray didn’t come ready to compromise, Jen
responds with frustration. That frustrated look and
tone elevates the conflict instead of grounding it.
By jumping straight to pharmacy’s hardships, Ray
hears conflict rather than conceding. He doubles
down, she pushes back, and the conflict escalates
fast.
A2. For each of the Write about Ray here.
interpersonal Instead of remaining with arms-crossed, Ray could
communication behaviors uncross his arms, lean in slightly, and use a calmer
tone. That small change signals that he’s ready to
shown in prompt A1,
talk. That can lower tension immediately and could
provide an alternative make Jen feel safe to share.
communication behavior Before diving into nursing’s issues, Ray could say
that could have been something like, “I know pharmacy is hurting too after
used to de-escalate and the layoffs.” That simple acknowledgment softens
make the conflict better. the room, shows empathy, and opens the door for a
more balanced discussion.
See Section 2: Lesson
4.4-4.11. Write about Jen here.
Instead of reacting sharply, Jen could ask some
clarifying questions about the specifics of the
Note: The interpersonal pressures the nurses are facing. Genuine questions
communication behaviors can cool the emotional temperature and keep the
could be verbal or conversation grounded.
nonverbal. Before presenting pharmacy’s challenges, Jenna
could briefly mirror some of Ray’s challenges and
make sure she knows he’s been heard with his own
words. He would be far more willing to hear her in
return.
A2A. Describe how each Write about Ray here.
of the identified behaviors If Ray had uncrossed his arms and softened his
in prompt A2 could have posture, it would have immediately changed the
energy in the room. Open body language signals a
been used to de-escalate
willingness to listen, which could help Jen relax
and make the conflict instead of bracing for a fight. That simple physical
better. shift sets a cooperative tone and slows the
escalation before it ever starts.
By recognizing that pharmacy was also hit hard,
Ray would’ve shown empathy instead of being self-
serving. That acknowledgment could make Jen feel
seen and acknowledged, which lowers
Complete and submit this D268 Task 2
Instructions for Unit A:
First, watch the “Workplace Conflict” video. Then, evaluate the video’s
interaction by doing the following:
Tip: See Unit 2 (The Art of Conflict Management and Professional
Conversations) Lesson 4 for information on interpersonal
communication habits.
A1. For each character Write about Ray here.
Ray & Jen) you observed He kept his arms crossed, which tells Jen that he is
in the video, select 1 or 2 not open, not listening, and not willing to meet her
interpersonal halfway. That shuts the door on any productive
conversation they might have and raises the
communication behaviors emotional temperature instantly
that escalated and made By quickly moving past her points and staying
the conflict worse. See focused on nursing’s problems, he basically
Section 2: Lessons 4.2- invalidates her experience. That kind of focus makes
4.5 the other person feel ignored or diminished, which is
exactly how small disagreements turn into heated
Argument
Write about Jen here.
When Ray chooses to be locked in on nursing, Jen
Note: The interpersonal
begins responding from a place of anger. Her
communication behaviors defensive edge shifts the tone from working together
could be verbal or to combat with phrases like “you’re not listening to
nonverbal. me” rather than “let’s figure this out.” Even though
she’s correct that pharmacy is hurting, she jumps
straight to pushing her department’s struggles
forward. She clearly is offended and shows it right
away. She should first admit his perspective,
because it lands as a competition of “who has it
worse,” which escalates tension instead of diffusing
it. She’s not the cause of the conflict, but her
reactions keep the two of them in conflict.
A1A. How did Write about Ray here.
Ray’s and Jen’s By staying arms-crossed and tight and coming out
Actions in A1 escalate very strong and offensive, Ray signals he’s not open
and make the conflict to discuss. Jen reads that instantly, feels shut out,
and the tension rises before they even get into the
worse? For each behavior issues.
you Shown in A1, His focus on nursing makes Jen feel dismissed. When
describe how those someone feels unheard, they push back
, shown behaviors harder and that shift turns a discussion into
escalated and made the confrontation.
conflict worse. Write about Jen here.
Because Ray didn’t come ready to compromise, Jen
responds with frustration. That frustrated look and
tone elevates the conflict instead of grounding it.
By jumping straight to pharmacy’s hardships, Ray
hears conflict rather than conceding. He doubles
down, she pushes back, and the conflict escalates
fast.
A2. For each of the Write about Ray here.
interpersonal Instead of remaining with arms-crossed, Ray could
communication behaviors uncross his arms, lean in slightly, and use a calmer
tone. That small change signals that he’s ready to
shown in prompt A1,
talk. That can lower tension immediately and could
provide an alternative make Jen feel safe to share.
communication behavior Before diving into nursing’s issues, Ray could say
that could have been something like, “I know pharmacy is hurting too after
used to de-escalate and the layoffs.” That simple acknowledgment softens
make the conflict better. the room, shows empathy, and opens the door for a
more balanced discussion.
See Section 2: Lesson
4.4-4.11. Write about Jen here.
Instead of reacting sharply, Jen could ask some
clarifying questions about the specifics of the
Note: The interpersonal pressures the nurses are facing. Genuine questions
communication behaviors can cool the emotional temperature and keep the
could be verbal or conversation grounded.
nonverbal. Before presenting pharmacy’s challenges, Jenna
could briefly mirror some of Ray’s challenges and
make sure she knows he’s been heard with his own
words. He would be far more willing to hear her in
return.
A2A. Describe how each Write about Ray here.
of the identified behaviors If Ray had uncrossed his arms and softened his
in prompt A2 could have posture, it would have immediately changed the
energy in the room. Open body language signals a
been used to de-escalate
willingness to listen, which could help Jen relax
and make the conflict instead of bracing for a fight. That simple physical
better. shift sets a cooperative tone and slows the
escalation before it ever starts.
By recognizing that pharmacy was also hit hard,
Ray would’ve shown empathy instead of being self-
serving. That acknowledgment could make Jen feel
seen and acknowledged, which lowers
