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A. Complete the Incident Report below. You only need to complete the ‘What happened?’ field. Remember to be objective, accurate and concise in your account of events.


Particulars of Incident
Incident Number	12345/67	Date	12 June
Location	CareShore	Name of person reporting incident	You
Supervisor name	Daniel Jacobsen	Nature of incident	Employee conflict
Details of incident
What happened?
Where did it happen?	CareShore staff room and later in front of CareShore residents
Were there any witnesses apart from the incident reporter?	Frank McCarthy(CareShore resident) Jemima McCarthy (CareShore visitor and daughter of Frank McCarthy)

Supervisor’s name: Daniel Jacobsen

What to include in the email:

C: In this scenario, you identified early signs of potentially complicated or difficult situations, and reported them according the CareShore’s procedures. Briefly explain why it was necessary to do this. (50-100 words).

refer unresolved conflict situations to your supervisor? (50-100 words)
refer issues impacting on employee or client rights and responsibilities to your supervisor? (50-100 words)

Reporting to supervisor	Why is this necessary?
Refer unresolved conflict situations to your Supervisor.	Supervisor is the one who has the authority to counsel and guide both the parties involved in conflict in the direct direction. The supervisor is moreover, responsible for putting a disciplinary system into action in order to reconcile by solving unresolved conflicts (Roche, 2016). Doing so would then help in organising the overall workflow.
Refer issues impacting on employee or client rights and responsibilities to your Supervisor.	In order for a supervisor to come to an ultimate solution of resolving conflicts, it is essential to determine the nature of conflict that is the main issue. This is because different types of issues require different mitigation actions. For instance, internal conflict in the form of argument can be resolved by mutual understanding and encouraging respect (Folse, 2018).

A: Why is it important that Daniel does the following:

listens to your requests

Complete the table.

Communicating effectively with people	Why is this important?(20-50 words)
Listening to requests	Being a part of the same team where other two members involved in serious conflict, it would be obvious to have better knowledge about the incident occurred. And any request would therefore, help in resolving the conflict more effectively.
Clarifying meaning	This would help the supervisor in understanding the real meaning and accordingly take actions.
Responding appropriately	The team member showed ethical responsibility towards the care home by taking initiatives to resolve the team conflict
Exchanges information in a timely manner	For reducing instances which can end up in causing misunderstanding or confusion
Respects confidentiality procedures	Doing so would help in safeguarding entrusted information thereby preventing chances of bad reputation in the overall aged care sector.

B: Read CareShore’s communication protocols again in Appendix 1, and in your own words, explain why Daniel will use a memo over another form of communication, to arrange the team discussion. (20-50 words)

Communication methods to avoid, defuse and resolve conflict situations:
1) Determining and addressing root causes behind the conflict by probing both of them and showing concern would play an essential role.
2) Conflict in most of the case is the result of opposing viewpoints. With this, it would become inevitable to reduce personal difference and for this, significance of viewpoints of both the parties needs to be communicated (Gilin Oore, Leiter & LeBlanc, 2015).

walking away when the other is speaking.

Identify four (4) more constraints to effective communication and an appropriate communication strategy, method or technique to help resolve the block or barrier.

Barrier, or constraint to effective communication	Communication strategy, method or technique to help resolve the barrier(20-50 words)
Shouting	Take a deep breath before speaking; keep your tone neutral and respectful; don’t raise your voice.
1) Discouraging respect	Trying to communicate politely with an intention to identify main reason behind such
2) Frustration	Confronting the issue upfront with the frustrated employee by means of conviction and compassion
3) Unhappy with one another	Staying calm and professional thereby taking initiatives to sort out misunderstandings
4) Criticizing in absence of the person	Communicating directly with the person and showing signs of active listening.

McKenzie, D. M. (2015). The role of mediation in resolving workplace relationship conflict. International journal of law and psychiatry, 39, 52-59. Retrieved on 20 July 2019, from: https://www.vumc.org/faculty/sites/vumc.org.faculty/files/public_files/ConflictRes2.pdf

Phelan, A., McCarthy, S., & Adams, E. (2018). Examining missed care in community nursing: A cross section survey design. Journal of advanced nursing, 74(3), 626-636. Retrieved on 20 July 2019, from: https://onlinelibrary.wiley.com/doi/abs/10.1111/jan.13466