Dave Rondina BSHM-III

HM – THC 8 (Professional Development & Applied Ethics)

CONFLICT RESOLUTION: CASE STUDIES

The following case studies match the scenarios in the online training. Review (watch or read) each
scenario, and then answer the questions, below. Think about what you have learned and identify a
conflict resolution technique that you would use in each situation.

Case Study #1
Julia just finished a certification appointment for Maria, a participant who has cerebral palsy. Maria has
some difficulty speaking and uses a wheelchair for mobility. As they head toward the door, Maria says
something to Julia.

Julia replies, “I’m sorry, I didn’t understand what you said.” Maria repeats her comment.

Julia looks confused and says, “One more time please?” Maria repeats her comment in a louder voice.

Looking a bit flustered, Julia says, “Okay, well, maybe we can talk about that next time.”

Julia reaches for the door and says, “Let me get that for you.” Maria, at the same moment, angrily
pushes the button for the automatic door and rolls away.

Julia walks back to her office feeling embarrassed and that she is no good at working with disabled
participants.

Questions to consider:
1. What could Julia have done differently to avoid or minimize this conflict? What could Julia learn
from this experience? (Hint – try using a Creative Response)

 What Julia could have done to minimize or avoid the conflict present in this situation is
that, she should've been a little more patient with Maria, knowing that she has Cerebral
Palsy, which gives her a difficulty in speaking, and she also should've stopped and really
took time to listen to her since, Maria, in this case, only wanted to be heard properly as
she was trying to speak something. Julia would learn that she needs to be more patient
when it comes to people with disabilities.

2. Write the dialogue for the next time Julia sees Maria at the clinic.
Julia says What might work better?
“I’m sorry, I didn’t understand what you said.” Julia stops and say, “I'm sorry, Ma’am, I didn't
hear you properly.”

Julia looks confused and says, “One more time Julia smiled, and asks "Is it okay if you repeat
please?” that one more time, Ma'am?"

Julia says What might work better?

Looking a bit flustered, Julia says, “Okay, well,
maybe we can talk about that next time.”
Julia reaches for the door and says, “Let me get
that for you.”
After hearing what Maria wanted to say, Julia
says "Alright, ma'am, I will help you with that."
And assisted Maria.
Julia reaches for the door and says, “Here you
go, Ma'am, be careful on the way out."

Case Study #2

Mrs. Ortiz checks in to the WIC clinic for her appointment. She is Spanish-speaking. Mrs. Ortiz has
brought her children with her to the clinic. While in the waiting room before the session begins, the
children are noisy and begin running through the waiting area.

Rebecca is trying to work at the front desk and is getting frustrated. She begins speaking in English to
another WIC employee, loudly enough so that some people in the waiting room can hear what she is
saying. She is overheard saying, “These people (referring to Mrs. Ortiz) don’t know how to control their
kids.”

Rebecca tells the participant, “If you don’t get control of your children, you’ll have to reschedule your
appointment for another day and get your checks then.” Mrs. Ortiz leaves the clinic without getting her
checks.

Mrs. Ortiz later calls the state WIC office and states that she was discriminated against and was denied
WIC services. Mrs. Ortiz says that Rebecca thought she couldn’t understand English, but in fact she
heard what Rebecca was saying about her family.

Questions to consider:

1. What are some assumptions that people make about WIC participants? Can you think of other
examples where these assumptions could lead to conflict?

 The people in WIC thinks that their participants are irresponsible, in the sense that they
cannot control their kids to behave, and they obviously don't treat their participants

1
 equally due to racial differences, they tend to look down on them. Looking down on
participants because of their race or cultural differences could heavily damage WIC's
reputation. Racism and discrimination would arise in this situation and it is not a minor
issue.

2. Write a new statement for Rebecca to use when talking with Mrs. Ortiz about her children’s
behavior. (Hint – try using the Win/Win Approach)

Rebecca says What might work better?

Rebecca tells the participant, “If you don’t get
control of your children, you’ll have to reschedule
your appointment for another day and get your
checks then.”
Rebecca nicely tells the participant, “Ma'am, we'll
prioritize you in line so you would get your check
earlier since you have brought your children with
you, so is it okay if you let your children to settle
down and we'll just call you in a bit."

Case Study #3
In a predominately Hispanic community, a new participant is transferred in. The new participant, Angie,
is not Hispanic and does not speak Spanish.

Angie just found out she is pregnant, and she also needs to schedule a recertification appointment for
her daughter. She calls the clinic to schedule the appointments.

The clerk, Sandra, answers the phone in Spanish. Angie explains that she doesn’t speak Spanish but
needs to schedule two appointments. Sandra switches to English, and she and Angie begin looking for
appointments.

Angie is having a hard time understanding Sandra. Sandra tries to explain that she can’t get Angie and
her daughter appointments together until the end of the following week.

Angie is frustrated and says, “This is not going to work. Obviously, you don’t want to help me, why don’t
you get someone on the phone who speaks English so I can get my checks.”

Sandra says, “Well, I guess you should have planned ahead instead of waiting until the last minute.”

Angie hangs up the phone and decides she will not ever go to this WIC clinic again.

Questions to consider:
1. Have you ever been treated rudely by a WIC participant? How did you respond?

 No, and if ever I will be treated rudely by a participant, I would remain calm and respond
with kindness in return. One of the best ways to defuse rude and negative behavior is to
stay friendly and positive. This gives the other person a chance to calm down and adjust
their behavior to match yours.

2. Write a different response for Sandra to use after Angie asks to speak to someone else. (Hint
– try using Cooperative Power)

Sandra says What might work better?

Sandra says, “Well, I guess you should have
planned ahead instead of waiting until the last
minute.”
In a professional tone of voice, Sandra says, "I'm
completely sorry to inform you ma'am, I did my
best to find you an appointment but I wasn't able
to find and get one for this being in the last
minute. I fully understand your frustration ma'am
and I hope you understand. “

Case Study #4
A WIC clinic in a diverse area employs several bilingual staff. There is a group of staff who speak Hmong,
and they often converse in their native language at work.

Kelly, an employee who doesn’t speak their language, feels self-conscious and sometimes wonders if
they are talking about him. He frequently complains to his friend at work about other staff not speaking
English.

One day Kelly walks into a meeting room and several staff are already there, speaking in Hmong. Kelly
walks in and says, “Hello.” The other staff say “Hello” back and then resume their conversation, which
Kelly does not understand. Kelly rolls his eyes and sits down on the other side of the room to wait for
the meeting to start.

Questions to consider:

1. Why might the bilingual staff choose to speak in their native language?
 Decipher the difference between on-the-job speaking and conversing on breaks. If staff
are talking in another language during a lunch break or coffee run, this is much different
than if they are speaking to clients or conducting a meeting in a foreign language. If the
language is spoken briefly during a break, don't make a fuss about the situation. The
staff have the right to converse in their native language during their downtime.
However, if non-English languages are used during business meetings or interactions
with clients or customers, you have a right to express worry or frustration over the
issue. Do so in a professional, kind way to avoid offending your colleagues.

2
 How could Kelly address his feelings in a positive way? (Hint – try using Appropriate
Assertiveness)
Kelly
Kelly feels self-conscious and sometimes wonders if
they are talking about him. He frequently complains
to his friend at work about other staff not speaking
English.
2. How might his coworkers respond? (Hint – try using Empathy/Active Listening)
Kelly
When Kelly complains to his friends about the non-
English speaking co-workers.
What might work better?
Kelly should’ve controlled his thoughts and
broadened his horizons in this situation for him
not to feel self-conscious. He could’ve
Communicated to his co-workers that when they
converse in a language he doesn’t understand,
he feels left out, scrutinized or ridiculed. The
discomfort of hearing other languages can
sometimes come from the suspicion that non-
English speakers are discussing you or your work
in a discreet way. In that way, his co-workers
would understand him.
What should they say?
His friends should be the “bigger person” and
make him understand that his co-workers are
allowed and has the right to speak in their native
language. His friends should say “Kelly what
you’re feeling is valid and we completely
understand, but it doesn’t mean that they’re
talking about you when they speak in their
native language. They may be talking about
something that only them could relate to or
maybe about something personal.”