Effective Communication - Emergency Management Institute ...
Effective Communication - Emergency Management Institute ...
Effective Communication - Emergency Management Institute ...
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
UNIT 4: IDENTIFYING COMMUNITY-SPECIFIC COMMUNICATIONS ISSUES<br />
Answers<br />
Case Study 4.2: What Did I Do Wrong?<br />
Answers to Case Study<br />
What might you have done to turn Mrs. Jones off?<br />
While there are no definitive answers provided in the case study, some points you might<br />
consider are:<br />
You may have gotten off on the wrong foot by being late for the appointment. Some people<br />
view punctuality as a sign of respect for their time. The fact that Mrs. Jones kept you<br />
waiting for 10 minutes might indicate a last-minute phone call—or it might indicate her<br />
irritation with the fact that you were tardy.<br />
There is quite an age difference between Mrs. Jones and you—and an even greater age<br />
difference between the residents and you. Referring to the residents by their first names<br />
was probably a mistake, which Mrs. Jones took as a sign of disrespect. Her quiet attitude<br />
following your discussion with the residents might very well have indicated her annoyance.<br />
You probably also made a mistake by starting on “improvements” immediately upon<br />
returning to Mrs. Jones’s office without thanking her for showing you around, complimenting<br />
her on the facility, or even acknowledging the strengths of the existing facility plan.<br />
<strong>Effective</strong> <strong>Communication</strong> Page 4.9