Project
Interpersonal Final Communication Presentation
Resources: Associate Program Material: Final Project Overview and Timeline, Associate
Program Material: Final Project Case Studies
Choose a case study from below: Final Project Case Studies.
Develop an 8- to 12-slide Microsoft PowerPoint presentation, in which you:
Include an introduction and conclusion
Identify the case study you have chosen.
Define the elements of good interpersonal communication.
Explain what happened in the case study and why it is an example of poor interpersonal
communication. Include the following:
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Perceptions of the participants
The conflict type and conflict management styles
Listening barriers
Supportive and defensive climates and relationships
Verbal and nonverbal communication
Explain what could have been done differently in each case study. This must align to the
elements of effective interpersonal communication.
List major points in the slides. Include detailed explanations that correlate to each point in the
speaker notes section.
Include videos, audio, photos, diagrams, or graphs as appropriate.
Format your presentation consistent with APA guidelines.
Submit the Microsoft PowerPoint presentation assignment.
Case Study One
Pat and Chris are medical billing specialists who have been in the same department for 2 years.
They are both well qualified and do a good job. They have always been competitive, each
believing that they are the biggest contributors to team success. There is also an ongoing
problem between them based on political views. During a team meeting 2 weeks ago, they had
an argument after the states new gun control law was mentioned. Pat leaned back in his chair,
crossed his arms, and loudly stated, The government should keep its hands off my rights, and,
Anyone who thinks that gun control is a good idea is ignorant. Chris immediately leaned
forward, pointing his finger at Pat and sternly told him that he did not know what he was talking
about: guns cause hundreds of unnecessary injuries and deaths every year because the public
has access to them. Their manager calmed things down and finished the meeting, but now Pat
and Chris are avoiding each other whenever possible and not sharing important work-related
information with each other. When the two are forced to interact, they find ways to subtly make
verbal attacks at one another. The tension between them has spread, the entire team feels
stressed because of the situation, and production has slowed.
Case Study Two
Agnes is a new medical assistant in a large primary care practice. At the end of the day, she was
in the waiting room up straightening when the office manager, Jaime, entered the room and
seemed to be checking up on Agness work. Jaime picked up a stack of a local health newsletters
and frowned. What are these doing here, Agnes? Agnes took a step back and quietly said, Im
not sure, keeping her eyes toward the floor. Jaime stepped toward Agnes, shaking the
newsletters as he said, Look Agnes, you dont get to decide what the patients get to see. Thats
Dr. Ruizs job. At this point, Dr. Ruiz walked through the waiting room, smiled, and said, Oh
sorry, I put them out there as a resource for patients. Have a good evening! Dr. Ruiz then walked
out. Under his breath, Jaime muttered, Who does he think he is? and tossed the newsletters
back on the table. Agnes looked at Jaime and an irritated voice said, I guess you can leave them
out then, and shrugged as he walked out of the room. Agnes took a deep breath and
straightened the newsletters.
Case Study Three
Darnell and Janine work for a large lab company in an appointment office. They have worked in
the same office for 2 years. Darnell needed a patient file to prepare materials for a blood draw,
and the file was not in the back. He walked up to the front desk, irritated that once again he had
to track down a file that Janine was supposed to have filed. When Darnell arrived at the front
desk, he saw a woman waiting to be checked in for lab work and Janine talking on her cell phone
with her back to the waiting room. As soon as the woman saw Darnell, she waved at him and
said, Excuse me, sir, Ive been waiting here for a couple of minutes, and Im not feeling well.
Could you check me in? Darnell smiled and checked her in, asking her to have a seat in the
waiting room and telling her that he would make sure she was not waiting any longer than
necessary. During this patient encounter, Janine turned and gestured that she would be just
another minute. Another person stepped up to the counter, holding lab orders and an insurance
card. Darnell started checking this person in, too. While photocopying the insurance card, Darnell
whispered, Janine, get off of the phone. I have my own job to do. Janine frowned, put her hand
over the phone, and said, Im on the phone with my kids! Darnell replied that he needed a file
and repeated that he needed to get back to drawing blood. Janine said, Then go back to your
job! She then thrust the file he needed toward him. While this happened, someone came to
stand in line behind the person Darnell was helping. Darnell started to grind his teeth and
whispered, Janine, I cannot leave these people standing here. Janine kept her back to everyone
and shrugged.