Emma feels that it is important to provide hands-on learning (e.g., role play) while Isabella feels that a lecture is
the most appropriate format for this team. Emma defends her point by saying that her sister has been a teacher
for 10 years, and she has proven that hands-on learning increases the engagement and likelihood of
remembering the training material.
Isabella feels that Emma does not account for her 10 years of experience in the medical office and voices her
disgust with Emma and her lack of appreciation for her experience. Isabella storms off and leaves Emma to
finish the work.
Emma approaches the manager and complains that she has been left to complete the training because Isabella
refuses to talk or work with her.
Write a 500- to 750-word paper that discusses how you would handle the situation. Complete the following in
your paper:
• Describe the type of conflict illustrated in the scenario.
• Identify the strategies the manager could use to resolve the conflict between Emma and Isabella to create
a supportive climate again.
• Explain how the defensive climate created by the conflict will affect the workplace relationship between
Emma and Isabella.
• Discuss the impact it could have on the other clinic staff and the consumers who use the clinic.
