Sena is assisting Gracie. Gracie attends group activities every Wednesday as part of a diversional therapy program. Today, Gracie does not want to go, and reacts unusually. Gracie starts to get very angry and yells at Sena to “Go away!”

• Sena should acknowledge Gracie’s concerns and frustrations.
• Sena should be forceful and tell Gracie that she must attend the group activity.
• Sena should ignore what Gracie says as her supervisor told her she must assist Gracie in attending the activity.

People become upset when they think you are not listening to them. By listening to Gracie, Sena starts to calm her a little so they can talk.

• Sena believes it is important for Gracie to attend the activity so she should convince Gracie to go.
• Sena should ask Gracie to consider another activity instead.
• Sena should consider how Gracie is feeling and try to understand the situation from Gracie’s perspective.

Being forceful is likely to make Gracie angrier. Sometimes you need to be assertive but in this instance, it is likely to have a negative impact on the situation.

• Go back and select another option.

It is important to listen to your supervisor but it is equally important to listen to the residents. Sena should not try to force Gracie to do something she does not want to do.

• Go back and select another option.

Sena should not make judgements based on her own feelings.

• Go back and select another option.

Sena should explore the reasons why Gracie does not want to attend the activity before suggesting solutions to the problem.

• Go back and select another option.

Even though Sena may not agree with Gracie, it is important that she listen to Gracie’s opinions and make an effort to understand. Gracie starts to explain and talks a lot.

• Sena should tell Gracie to hurry up, as they need to leave for the activity soon.
• Sena should allow Gracie time to talk and explain her feelings.
• Sena starts to understand how Gracie is feeling so she jumps in to explain it to Gracie

It might seem like a good way to resolve the issue quickly, but rushing Gracie is likely to make the conflict worse. Gracie wants to feel heard.

• Go back and select another option.

Sena takes time to listen to the details of Gracie’s concerns. Gracie tells Sena that she really does not feel like going to the activity.

• Sena should tell Gracie that she has to go.
• Sena should discuss the best way to handle this situation with Gracie.
• Sena understands how Gracie is feeling and thinks the situation is resolved.

By jumping to conclusions, Sena risks making the conflict worse. Sena should not assume her opinion is right.

• Go back and select another option.

By jumping to conclusions, Sena risks making the conflict worse. Sena should not assume her opinion is right.

• Go back and select another option.

It is great that Sena understands how Gracie is feeling, yet the situation is not resolved until Sena has worked out with Gracie the source of the conflict, going or not going to the group activity.

• Go back and select another option.

Sena tells Gracie that she understands. Sena says that she will talk to her supervisor and see if they can find another activity for Gracie to participate in.

Gracie is very happy for the help.

Congratulations, you have successfully worked your way through this conflict situation.