A. Explain what happened during the disagreement by answering the following questions:
• Describe the situation that led to the conversation.

• When did you realize that there was a disagreement during the conversation?

• Describe a bioreaction(s) that was experienced during the disagreement.

• How did the conversation end?

B. Analyze the conversation by answering the following questions:
• Using the four levels of the conversation meter, what level were you listening at, and
what level was the other person listening at?

• Give examples of two factors that describe how you and they were listening in at these
levels in the conversation meter: feelings, behaviors, language, or tone.

• What were your points of alignment or disagreement?

C. Reflect on how the conversation encouraged you to listen differently by answering the following
questions:
• How could you have listened differently moving up the conversation meter, and what
effect would that have had on the disagreement?

• How could you incorporate listening for needs, purpose, or concern to create value in
the conversation (including describing what that would look like)?

• What have you learned about accuracy and authenticity that could be used to improve
the conversation?

SOLUTION

The situation and the disagreement

My colleague and I were clearing the ER after attending to a patient. We had a busy morning as we had attended to three patients back-to-back who all had been brought in with different emergencies. The first patient had Covid related symptoms and had difficulty breathing. The patient was also unconscious and the heart rate was very faint. We quickly checked the pulse rate and put the patient on continuous airway pressure and oxygen. I administered the bronchodilator that was in the ER. Just then another patient who was involved in an accident and was badly bleeding was brought in. Immediately we arrested the bleeding and sent the patient for admission. Just then a patient who had an epileptic seizure was rushed in. We had just managed to clear the epileptic patient and we were now clearing the room when one of the nurses from the ward walked in and accused me of giving the wrong medication to the patient with breathing problems.

The Bioreaction and end of the conversation

The nurse shouted at me that I had administered adenosine instead of bronchodilators.  She even stated that I was careless. At first, I was shocked, because I was sure that I had given the patient the right medication. I looked at my colleague who was similarly shocked as we were both sure of the medication that we had given the patient. I tried to explain to the nurse from the ward but she was too adamant to listen. I noted that the ward nurse was very angry and the fact she could not listen to me made me frustrated. I raised my voice as well and showed her the medication that I had given the patient. Everyone around was looking at us.

At this time, I realized that the nurse was in distress and could have been disturbed by the fact that the patient was not responding to the medication given as fast as expected. I also realized that I had panicked and instead of explaining calmly I reacted in anger, because despite not being angry, I was also shouting back at the nurse. I went silent for a few seconds and at this time the nurse also was silent. After I calmed down, I explained to the nurse the procedure we had followed and the medication I had used. The nurse apologized and she took a break to go check the patient. I accompanied her and found out that the patient had responded.

The level of listening

During the conversation, I realized that I was listening at the sincerity level. I was honest and sure that I had used the right medicine. I was sure I had used the correct medication and this made me express myself at the sincerest level; this could be noted in my angry voice and my actions where I kept pointing and showing the nurse the medication that I had used on the patient. Please click the purchase button to access the entire copy at $6