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Crucial Conversations

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Nursing
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Chatham University
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Cultural Competence and Communication
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Cultural Competence and Communication
Analysis of Posted Videos
Veronica’s Response to the Physician in “Mercy”
An analysis of Veronica's response to the physician reveals that she talks from a
passionate position, and she is full of emotion, especially since she wants to help the patient.
However, the physician is more concerned with hospital protocol and orders Veronica to
discharge the patient. Since Veronica does not wish to discharge the patient, she asks the
physician to go ahead and do it himself. Her response to the physician breaks protocol
because she instructs her senior, and she was disobeying a direct order. The situation made
the physician upset or mad, and she started giving Veronica a lecture in the middle of a
workday. The situation is typical because it shows how a perfectly normal conversation
became chaotic. After all, emotions were involved, and they raised the stakes of how the
conversation would have ended. The situation was made even worse when they both realized
that the patient had left. Some people may consider her response to the physician as rude,
while others may consider her response as justifiable.
The conversation can be redone by removing Veronica’s adamant response to the
physician and replacing it with detailed explanations of why she believes that the patient has
to be cured. She should also tell the physician that she has strong beliefs about treating the
patient, and she does not wish to discharge the patient (Patterson et al., 2012).
Awkward Performance Review
The short clip from "Vital Smarts" about the awkward performance review is a
perfect example of how expectations and the introduction of new information can alter
emotions and possibly change the outcome of a conversation. The clip also reveals how
different people interpret the same conversation. In his previous performance review, Matt

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1 Cultural Competence and Communication Student’s Name Institutional Affiliation Course Number Date 2 Cultural Competence and Communication Analysis of Posted Videos Veronica’s Response to the Physician in “Mercy” An analysis of Veronica's response to the physician reveals that she talks from a passionate position, and she is full of emotion, especially since she wants to help the patient. However, the physician is more concerned with hospital protocol and orders Veronica to discharge the patient. Since Veronica does not wish to discharge the patient, she asks the physician to go ahead and do it himself. Her response to the physician breaks protocol because she instructs her senior, and she was disobeying a direct order. The situation made the physician upset or mad, and she started giving Veronica a lecture in the middle of a workday. The situation is typical because it shows how a perfectly normal conversation became chaotic. After all, emotions were involved, and they raised the stakes of how the conversation would have ended. The situation was made even worse when they both realized that the patient had left. Some people may consider her response to the physician as ...
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