Option A is the preferred choice.

Question A 

• Find an appropriate moment to talk to Sarah later in the shift: Wait for an appropriate moment to discuss the matter with Sarah privately. Approaching her when there are fewer distractions and in a less public setting than the nursing station can make it easier to have an open discussion. 
• Express feelings and impact using “I” statements: Emily can express her feelings without being accusatory. Utilizing "I" statements helps communicate personal feelings and experiences without blaming others. For example, "When I heard you say that you wouldn’t help me, I felt disheartened and unsupported. We're a team, and mutual support is key to success." Or "I was hoping for teamwork, and it would mean a lot to me if we could collaborate more effectively." 
• Propose a solution: Emily can help shift the focus from blame to improvement by suggesting a potential solution. For example, "Maybe we can talk at report about how we could develop a system for supporting each other when workloads get overwhelming." 
• Don't assume intentions: Avoid making assumptions about Sarah's intentions. Instead, it’s more constructive for Emily to focus on the observed behaviour and express how it made her feel. 

Ignoring the incivility is not a constructive approach. If left unaddressed, it can negatively impact the team dynamic and an individual’s well-being. Refrain from gossiping or complaining to co-workers, or making sarcastic or passive-aggressive comments as this only further strains the relationship and hinders effective communication. Clear, early, and direct communication is much more productive. 

Question B 

1. Acknowledge the request: Instead of dismissing Emily's request outright, Sarah could acknowledge her colleague's need for assistance. A simple "I understand it’s a busy morning and it can feel overwhelming” would show empathy and recognition of the situation. 

• Communicate effectively: A more respectful and helpful response from Sarah could be something like, "I've finished my tasks for now, but let's figure out a way for you to complete your tasks more easily.” 
• Offer assistance with boundaries: Sarah could offer assistance within reasonable boundaries. For example, she might say, "I can help you with a couple of tasks right now, but after that, I need to focus on my responsibilities. Let's prioritize what needs to be done right now." 
• Provide constructive feedback: Instead of making it about the work speed, Sarah could offer suggestions for improvement. For example, "I've noticed that breaking tasks into smaller steps has helped me be more efficient. Maybe we can brainstorm a strategy that works for you too." 

• Reflect on the impact: It is important to consider how our words and actions impact the team dynamic. Recognizing the value of a positive work culture and the well-being of colleagues can lead to a more respectful approach. 

Question A 

• Be curious: While Zara spoke privately with Nia, she opened the conversation by accusing her of rude behaviour. Starting with curiosity would have allowed her to ask why everyone wasn’t invited to the potluck without creating defensiveness in Nia.   
• Listen actively: Allow Nia to share her perspective as well. Active listening can foster a more open and empathetic conversation. Zara should listen to Nia's explanation and intentions without interrupting. 
• Use "I" statements: Use "I" statements to express personal feelings without placing blame. For instance, "I felt excluded when I saw the potluck preparations, and it made me feel like I wasn’t part of the team.” 

Question B 

• Be sensitive to feelings of exclusion: Nia and the group should have been more aware of the potential impact on colleagues who were not invited. Instead of selectively inviting colleagues, Nia and the group could have made the birthday celebration more inclusive by inviting everyone or organizing a larger, communal celebration. They could have extended an invitation for Zara and others to join in the next celebration. 
• Acknowledge the oversight: Nia and the other organizers could have explained that the intention was not to exclude but rather to celebrate a specific occasion. They could have said something like, “Our intention was to celebrate Aisha's birthday, but I see now that it had an unintended impact. I want you to know it wasn't about excluding anyone. Moving forward, we’ll ensure we're more considerate of everyone's feelings." This acknowledges the oversight and shows that Nia empathizes with how the exclusion made Zara and others feel. 
• Encourage open discussion: The team could discuss how to celebrate birthdays and other social events, ensuring everyone's perspective is considered. This can help prevent future instances of unintentional exclusion and create a more inclusive team culture. 

Question A 

• Choose the right time and place: Find an appropriate time and private place to discuss the issue with Rosa. Rather than calling Rosa out in the hallway, Jasleen could have said something like, “Hey Rosa, can we have a quick chat in the nursing station? I want to talk to you about something earlier in the lunchroom. I felt uncomfortable, and I’d like to share how it made me feel." 
• Share the impact of being excluded: Jasleen could share how being left out of the conversation made her feel excluded and isolated. For instance, “When Luisa and you were speaking in Tagalog, I didn't understand what you were saying, and it made me feel a bit left out. I'm sure it wasn't your intention, but I wanted to let you know how it came across from my perspective." 
• Encourage team agreement: Propose a team agreement or understanding about language use in shared spaces. This could involve an agreement to use a common language when someone enters the break room who doesn’t speak the language being spoken at that moment so that everyone is included. 
• Express an interest in learning basic phrases in languages spoken by co-workers:  Expressing an interest in learning basic phrases in your co-workers’ first language demonstrates a willingness to bridge the communication gap. 

Question B 

• Dismissing Tagalog culture: Jasleen should not dismiss or invalidate the cultural aspect of Tagalog language and communication. Instead, she can express her feelings while recognizing the importance of cultural diversity in the workplace. For example, "I respect that Tagalog is your first language, and it's wonderful that you can connect in that way. I'm just sharing how it felt for me not understanding the conversation. I hope you can understand where I'm coming from. 
• Ignoring cultural sensitivity: Jasleen should not ignore the cultural sensitivity surrounding language use. While expressing her feelings, she should be mindful of the cultural context and work towards finding a balance that respects everyone's background. She could say, “I believe in embracing our cultural backgrounds, and I wouldn't want you to stop speaking Tagalog. However, in shared spaces like the lunchroom, do you think we could find a balance that includes everyone and fosters a more inclusive atmosphere?" 
• Gossiping or complaining to co-workers: Jasleen should avoid gossiping or complaining to colleagues about the situation. It's important to address concerns directly with those involved rather than spreading negativity. 
• Avoiding blame: Jasleen should not lose sight of the goal of improving communication and fostering a more inclusive team environment. Keeping the focus on resolution rather than blame is essential. 

Question C 

• Acknowledge Jasleen’s feelings: Rosa could have acknowledged Jasleen's feelings instead of being defensive and expressed empathy. A simple acknowledgment like, "I understand that you felt left out, and I'm sorry for any discomfort," can go a long way. 
• Express openness to discussion: Rosa could have expressed openness to discussing the issue as a team. For example, saying "I appreciate you bringing this up. Let's talk about how we can make the lunchroom a place where everyone feels included," shows a willingness to address the concern collaboratively. 
• Share perspective: Rosa could have shared her perspective on why she prefers to speak Tagalog without diminishing Jasleen’s feelings. Providing context while still recognizing the impact on others can help bridge understanding. 
• Invite Jasleen’s Input: Rosa could have invited Jasleen to share her thoughts on improving the situation. Asking questions like, "What do you think we can do to ensure everyone feels included?" encourages collaboration. 

• Intervene calmly: Approach Priya and Raj calmly and respectfully, ensuring they do not escalate the situation further. Anita might say, "Excuse me, Priya and Raj. I couldn't help but notice the conversation. Can we step aside for a moment to discuss this?" Move to a more private area to discuss the matter, away from the residents and other staff members. This separation helps reduce tension and allows for a more focused conversation. 
• Active listening: Encourage Priya and Raj to express their concerns without interruption. Once they’ve done so, reflect on what’s been said. For instance, “It seems like there's frustration on both sides. Priya, I understand you're feeling overwhelmed. Raj, it sounds like you're concerned about the situation's urgency. Let's talk about what happened.” Doing so demonstrates a commitment to understanding the perspectives of both parties. 
• Express concern: Express concern about the argument and its potential impact on the work environment and resident care. Anita might say, "It sounds like it’s been a challenging morning for both of you, but we must communicate respectfully and work together as a team." 
• Set expectations: Remind Priya and Raj of the expectations for professional communication within the workplace. Anita might say, "In our team, we must communicate respectfully, especially in front of residents. Let's find a way to address our concerns without escalating tensions." 
• Problem-solving: Encourage Priya and Raj to discuss the issues that led to the argument. For example, “What specific challenges are you facing, Priya? And Raj, what do you believe needs immediate attention?" Work together to find solutions. This might involve clarifying roles, redistributing tasks, or addressing any systemic issues contributing to the conflict. 

Question A 

• Have a private conversation: Schedule a private meeting with Elena to discuss her recent pattern of frequent sick leaves. Begin the conversation in a non-confrontational manner, expressing concern for her well-being. For example, “Elena, I've noticed a pattern of absences recently and wanted to check in with you. Is everything okay? Understanding the challenges you may be facing can help us support you and help you find solutions together.” 
• Demonstrate active listening:  Allow Elena to share her perspective. Active listening is crucial to building trust and rapport and identifying the underlying issues that might contribute to Elena’s frequent absenteeism. 
• Explain the impact on the team: Communicate the impact of unplanned absences on colleagues and resident care. Share how Elena’s frequent absences affect the team dynamic and collaboration.  
• Explore solutions:  Work with Elena to explore potential solutions to the challenges she may be facing. You might say, “Let's work together to find solutions. We have support available through Disability Management and the Employee Assistance Program to address personal and/or work-related issues.” 

Question B 

1. Open communication:  Initiate a private and respectful conversation with Elena to express concerns. Focus on understanding her perspective and any challenges she may be facing. 
2. Express concerns, not accusations: Express concerns about Elena’s frequent absences' impact on the team and resident care. Avoid accusatory language and emphasize the importance of teamwork in providing quality care. 
3. Offer support: For confidentiality reasons, you wouldn’t know what Elena is struggling with as Elena's colleague. However, you can still offer emotional support and encourage Elena to seek help to address whatever is happening with her. Let her know that the team is there to support one another.