Case#2
Think about what you have learned and identify a conflict resolution technique that you
would use in each situation.
A clinic in a diverse area employs several bilingual staff. There is a group of staff who speak
Hmong, and they often converse in their native language at work. Kelly, an employee who
doesn’t speak their language, feels self-conscious and sometimes wonders if they are talking
about him. He frequently complains to his friend at work about other staff not speaking English.
One day Kelly walks into a meeting room and several staff are already there, speaking in
Hmong. Kelly walks in and says, “Hello.” The other staff say “Hello” back and then resume their
conversation, which Kelly does not understand. Kelly rolls his eyes and sits down on the other
side of the room to wait for the meeting to start.
Questions
1. Why might the bilingual staff choose to speak in their native language? (8 marks)
2. How could Kelly address his feelings in a positive way? (Hint – try using Appropriate
Assertiveness) (8 marks)
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