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Case Studies for Conflict Resolution: A key element in civil rights training Wisconsin WIC 

 

CONFLICT RESOLUTION: CASE STUDIES 

The following case studies match the scenarios in the online training. Review (watch or read) each scenario, and then answer the questions, below. Think about what you have learned and identify a conflict resolution technique that you would use in each situation.

Case Study #1
Julia just finished a certification appointment for Maria, a participant who has cerebral palsy. Maria has some difficulty speaking and uses a wheelchair for mobility.As they head toward the door, Maria says something to Julia. Julia replies, “I’m sorry, I didn’t understand what you said.” Maria repeats her comment. Julia looks confused and says, “One more time please?” Maria repeats her comment in a louder voice. Looking a bit flustered, Julia says, “Okay, well, maybe we can talk about that next time.” Julia reaches for the door and says, “Let me get that for you.” Maria, at the same moment, angrily pushes the button for the automatic door and rolls away. Julia walks back to her office feeling embarrassed and that she is no good at working with disabled participants.

Questions to consider:
1. What could Julia have done differently to avoid or minimize this conflict? What could Julia learn from this experience? (Hint – try using a Creative Response)

2. Write the dialogue for the next time Julia sees Maria at the clinic. Julia says “I’m sorry, I didn’t understand what you said.” What might work better?

Julia looks confused and says, “One more time please?”

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Case Studies for Conflict Resolution: A key element in civil rights training Wisconsin WIC 

Julia says Looking a bit flustered, Julia says, “Okay, well, maybe we can talk about that next time.” Julia reaches for the door and says, “Let me get that for you.”

What might work better?

Case Study #2
Mrs. Ortiz checks in to the WIC clinic for her appointment. She is...
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