Discussion Response to the following:

Discussion 1: Working in first class preparing for a flight LAX-JFK completing my checklist, I noticed that we were missing half of the meals and bread. I sent a message to catering informing than of the items that were missing and that we will be boarding in 20 minutes. The gate agent noticed the message in the chat and stated, " this is not a no-go item", When boarding was complete the agent wanted to close the door early, it was a full flight every seat was taken, but we still had 10 minutes before door closure time.

First, the agent was displaying the low energy or inattention form of resistance. I said to her "I understand you have numerous flights to go out today and you have other things on your mind that may cause you to have low energy for this catering issue." She was speaking fast and rushing everyone to close the door. After noticing her irritation, I said we still have at least 10 minutes that is plenty of time for them to drop off the meals. We want them to have the best first-class experience. Second, I wanted her to understand that we should work together to resolve this issue. Her words and actions showed that she only wanted to close the door and had no interest in what type of inflight experience they were going to have. Finally, I decided to wait quietly and have less interaction with the agent while we waited to diffuse the tension. Catering came about 3 minutes before we had to close the door with the meals, but no bread. I thank the caterer and the agent for being patient and for solving the issue, we closed on time and there was no delay.

Discussion 2: I did not think I had ever been faced with resistance in the workplace, the past and current jobs I have had it was usually just me working independently and rarely working with other people. Then I remembered when I worked at a Health Care facility on an overnight shift, I was constantly faced with resistance from one client. The client had a short temper, they wanted things when they were not able to get it, they attacked. The client was a smoker, they would smoke several packs a day but there was not enough money in their account to be able to do it so we had to limit their intake on cigarettes. We tried to talk to them about cutting back so they had enough to get through the day. The client did not understand why they could not have their cigarettes so they would curse at the staff and start swinging hands around. If I could go back in time to that situation and use the three steps to handle the resistance better, I would. The first step is about picking up the cues, noticing what is happening (Block, 2011). I usually noticed when the client would get irritated they would back away and start clenching their fists, that would usually lead me to feeling uneasy because I knew they were on the verge of a resistance attack. The second step is naming the resistance, in this instance the client was avoiding their responsibility to the problem (Block, 2011). I should have talked to them and tell them that they should take responsibility and understand that they are the problem, we are only there to help them to reduce their smoking, so they have the money they need for snacks or pack of cigarettes. The third step is being quiet and letting the client respond (Block, 2011). I would start off saying "I understand being told what to do with your money is frustrating, if we cut back to only buying on pack of cigarettes a day you will be able to have money to continue having a pack a day instead of having to go without until more money comes into your account." After that statement, I would remain silence and let that client respond if they choose to, as the client often responded better when others were to stop talking and listen to them.