Explain the distinction between assertion and aggression

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Reference no: EM133387211

Assignment:

Task: Case study on assertive, aggressive and non-assertive behaviour

Please read the case study below and apply your knowledge of the use and impact of assertive, aggressive and non-assertive behaviour in a health and social care setting.

Philip is 42 and has been feeling unwell for a few days. He has called his GP surgery for an appointment. But each time he called, he was kept on the phone for over 45 minutes on the automated line. When it was eventually his turn, he was told there were no more appointments for the day and to call back the following day. He made three attempts over the following three days at calling the surgery and received the same answer - no further appointments for the day. He then decided to go to the surgery to make an appointment as his symptoms were not getting any better.

At the surgery there was a queue at the reception. People were getting agitated as they had been waiting in the queue for a while and the receptionist was on the phone without as much as an acknowledgement to the waiting patients. When it eventually got to his turn, Philip was told the doctor was not taking any more booking for the day and he could come early the following day or phone for an appointment. Philip and a few others lost it and started screaming at the receptionist and calling her names. The receptionist in turn shouted back angrily at Philip and the others for calling her names; saying it wasn't her fault the doctor was not taking any more bookings. If he or anyone else had any issues they should direct them at the doctor. This argument went on for a few minutes until the surgery manager came to the reception to calm the situation down.

Task 4 questions

Explain the distinction between assertion and aggression and non-assertive behaviour using examples from the case study.
Explain how effective and assertive communication can improve care in certain situations. Your answer must refer to the case study.

To answer a and b above:

Give a definition of what you understand as assertion, aggression and non-assertive behaviour.
Which of the types of behaviour above to you think the patients including Philip and the receptionist might be demonstrating?
What methods of communication will the manager use to calm the situation down and why will these be effective?

Reference no: EM133387211

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