Effective Communication and Conflict - Case Study Example

Communication and Conflict Summary The objective of the current study has been to underline and analyze a conflict, which was personally experienced by me. In this regard, it has been identified that the conflict was between a peer during a meeting related to bill collection method. The conflict was due to the arguments between me and my peer. The other individual gradually pointed out some of the counter arguments in an aggressive approach. Although, in the initial stage, I had attempted to resolve the issue through collaboration, but gradually due to some illogical counter arguments, I was provoked to hold a competitive approach. However, in the gradual course of the conflict, I was turned to a submissive attitude perceiving that the conflict would not be resolved. It has been analyzed that the presence of collaborative approach during the conflict would have resulted to the resolution of the same. I. Warm-Up Questions In the discussion of bill collection procedure in the meeting, some of the contradictory and argumentative points have emerged. These contradictory arguments were more significant with one of the peers. However, it is important to note that with the concerned person, there has been no unpleasant relationship. The individual has been my colleague from the past 3 years within the organization, Alrehab Equipment and Machinery Co.LTD,-VOLVO. The organization distributes construction equipments of Volvo. The products of the organization include backhoe loaders, wheel loaders, motor grades, excavators, and others. Although, at the initial stages, there has been no such friendly relationship, but from the last 2 years, this friendship has developed gradually. This relationship considerably strengthened after being in the same team in the organization (Krauss & Morsella, n.d.). Although there has been a considerable good relationship with the individual, but from the last 1 year the relationship has worsened. This is primarily because of the quick promotion that I have received, despite being junior to the other. Unfortunately, the concerned individual do not considered the fact that my promotion was based on effective and efficient performances. This has weakened the relationship with the individual. However, there have been no instances of arguments and conflicts with the concerned person prior to the current conflict (Spaho, 2013). II. Nature of the Conflict The conflict with the concerned individual started in the meeting deciding the bill collection procedure. This conflict immediately started after the proposal made by me regarding the bill collection procedures. However, it was noticed that the other individuals in the meeting did not argued much regarding my proposal. Some of the individuals provided contradictory arguments. The concerned individual repeatedly argued of the statements made by me (Krauss & Morsella, n.d.). Some of the contradictory arguments stated by the individual are logical, but most of them do not make much sense. Some of the individuals in the meeting including me counter argued with illogical arguments. These counter arguments further heated the circumstances (Shapiro, Pilsitz & Shapiro, 2004). It is worth mentioning that the nature of the conflict further heated and evolved into a more drastic scenario with gradual arguments and counter arguments. However, during the course of the conflict, I was highly demotivated. This discouraged me to convey further arguments in the discussion. However, at instances, the concerned individual pointed out some more arguments that were completely illogical. This influenced me to make father arguments for justifying my standpoint. It has been also perceived that the other individuals in the meeting were also disappointed with the outcome of the meeting (Krauss & Morsella, n.d.). It was perceived that different individuals in the meeting have different perceptions to me in the meeting. Some of the members in the meeting perceived that I was making illogical arguments. Moreover, some of the individuals perceived that I was more arrogant due to the quick promotion I was offered in the organization. While some of the members in the meeting perceived that, I was conveying logical arguments and these arguments were providing realistic solutions to bill collection issue (Bacal, 1998). It has been perceived that the purpose of the meeting was not reached. The meeting did not arrive at a consensus. However, being a senior member in the meeting, my goal and objectives of the meeting was to arrive at a consensus through the support of all the members arrived in the meeting. My objectives in the meeting were to consider the viewpoints of all the members and thereby undertake a decision that would provide realistic solutions. Unfortunately, the other individual perceived that my objectives in the meeting were to disregard others’ opinion (Krauss & Morsella, n.d.). Moreover, it was perceived in the meeting that the prime goal of the meeting had changed. Initially, the other individual had certain goals and arguments. However, in the course of time in the meeting, the arguments of the other individual changed and were in support of his arguments. Rather, it has been notable that the arguments were mostly opposing to the counter arguments suggested by me. Thus, it eventually turned the meeting more destructive in nature, which devalued every argument (Becker, 2005). III. Power In any conflict between two individuals or more, incitement of power determined individuals’ success in the conflict. In this regard, it has been worth mentioning that being one of the senior members among the individuals present in the meeting, I have considerable power. This higher authority power supports in controlling the conflict (Krauss & Morsella, n.d.). However, it was identified that the other individual do have power and authority, but it was inferior to me. Nevertheless, it was perceived that the other individual despite having inferior power and authority do have the support of other colleagues, who were present in the meeting. This has led to the increase in power of the other individual and has influenced him to have a conflict against me in the meeting (Cheng, 2008). It has been worth mentioning that the other individual, with whom the conflict rose, was aware of my power and authority. Despite the knowledge of my superior power within the organization, the individual had witnessed the conflict (Krauss & Morsella, n.d.). However, it was argued that my superior power and authority in the organization further raised conflict. This is because, the other individual disregards my superior power and deemed himself to be effective and holding a better knowledge about the operations of the organization. Power and authority of the other individual is inferior to me, but he too had considerable power in the organization due to the immediate deputy designation (Longaretti & English, 2005). Despite the destructing conflict with the other individual, it was believed that the other individual perceived one of the good qualities of me that have evolved during the meeting. This has been to listen to his arguments and not interrupting before the complete completion of his arguments. However, one of the qualities of the individual that pleased me in the meeting was the statement of logical arguments. Though, some of the arguments suggested by him were illogical, but some were considerably excellent (Krauss & Morsella, n.d.). However, it was noticed that the conflict with the other individual had considerably affected the relationship. It was important to note that after the incident, there have been no informal interactions. Moreover, it was perceived that after the incidence of conflict with the individual, superior power and authority in the organization considerably threatened him. Despite the individual have inferior power and authority in the organization in comparison to me, still his designation carried a lot of weightage. Moreover, he had considerable support from the other colleagues in the organization. This power also considerably threatened me (Rahim, 1990). IV. Styles From the course of the meeting, it has been eminent that I and other individual have certain style of conflict. In this regard, the other individual have revealed of a competing conflict style. The other person was focused on his own win and the loss of me. While, a specific conflict style was expressed by me. In the initial stage, I have made a collaborative approach, wherein the prime intention was to consider the arguments of both me and the other individual. The reason behind such approach was to derive a consensus that would provide realistic solutions (Krauss & Morsella, n.d.). However, in the course of the meeting due to repetitive arguments and counter arguments and the competitive style of conflict by the other person has influenced me to evolve from collaborative style to competitive style. This competitive style of conflict by me further heated the circumstances. This lead to the encouragement of further counters arguments that was highly illogical. Subsequently, it demotivated me to adapt the avoidance style of conflict (Krauss & Morsella, n.d.). This style of conflict was adapted in the end, because it was perceived that the outcome of the meeting would not be productive and benefit to the organization. In this regard, it has been identified that there was a lack of consensus. Thus, it was eminent that the conflict style significantly changed from the course of the meeting. Contextually, it was recognized that the other individual did not change his conflicting style and was in competitive style throughout the meeting (Longaretti & English, 2005). It has been recognized that throughout the meeting, the other individual expressed aggressive tactics. The other person in the meeting had never attempted to reach a consensus. He did not attempt to provide any solution to the issue rather; he was more focused on opposing the arguments suggested by me. During the conflict, there were instances wherein the other person had used verbal communication. It has been identified that the other individual have used word of mouth in order to disregard the arguments stated by me (Krauss & Morsella, n.d.). Moreover, there are some of the instances, where my facial expressions depicted disappointments. In the meeting, most of the words and arguments expressed by me are pre-planned. However, during the heated circumstances some of the words used by me are spontaneous. It was also perceived that the other person in the conflict had pre-planned his arguments and deliberately used all the words. The other person pre-planned prior to the start of the meeting that he would oppose all the arguments suggested by me (Longaretti & English, 2005). V. Assessment The conflict between the other people as witnessed in the bill collection meeting was repetitive in nature. During the course of the meeting, there were number of incidences, wherein similar conflicting arguments were repeated. However, it was perceived that the conflict could be changed through the positive attitude of all individuals present in the meeting (Krauss & Morsella, n.d.). The collaborative approach witnessed by me in the initial stages, if would lasted for some more time, then the conflict could have resolved. Though, in the initial stage, attempts have been made to resolve the conflict through collaborative approach, but this approach did not last long. This change in behavior was largely because of the aggressive attitude of the other person. It has been perceived that this conflict had a significant impact on the personal relation with the individual. It was evident that after the conflict, there was no incidence of informal contact with the individual (Longaretti & English, 2005). There have been significant differences with the other individual after the conflict. It was notable that the other person considerably avoided interaction with me. Moreover, it was observed that the individual do not arrive in front of me, unless there has been an important requirements. During most of the occasions of interactions after the conflict, electronic mails were used for interactions. However, being the senior member in the organization, it was my responsibility to resolve the issue with the individual (Krauss & Morsella, n.d.). Resolving the conflict was an important considering for the benefit of the organization. In this regard of resolving the conflict, the interaction initiation through collaborative approach was important. The collaborative approach between the two would resolve the issue and would witness a positive relationship in the future (Longaretti & English, 2005). VI. Personal Intervention Through noting the conflict in the bill collection meeting, it was eminent that there were instances, where I have expressed anger. However, it was notable that during the initial stage of the conflict, there was certain anger, but I was able to manage my anger by depicting assertive attitude (Krauss & Morsella, n.d.). However, after certain arguments, I was unable to control my aggression behavior and subsequently, I revealed my anger. On the other hand, the other individual have depicted anger from the initial stage of the meeting based on counter arguments (Krauss & Morsella, n.d.). The anger I have showed in the meeting after the repetitive counter arguments, could have been controlled through the continuation of the assertive attitude for a few time more. It was also asserted that the other person could manage and control his anger through assertive attitude. Moreover, another positive factor more desirable from the perspective of effective control of anger and managing conflict is effective communication. It was perceived that effective communication with the other person would result to resolving the conflict (Krauss & Morsella, n.d.). Similarly, effective communication was also expected from the other individual in order to reduce the conflict. Moreover, another important aspect was that ineffectiveness in expressing personal feelings also created a barrier in the conflict resolution process. Thus, it was important to express personal feelings in order to resolve the conflict (Longaretti & English, 2005). VII. Solutions It was arguable that collaborative approach in conflict resolution was the best method for resolving the issue. Although, this attempt was on the initial stage of the conflict, but did not last long. This is majorly because of the lack of control. However, the situation could have been handled better through the continuation of collaborative approach for a longer period. In the attempt of resolving the issue, competing approach was undertaken. However, this solution further worsened the scenario and enhanced the conflict. Moreover, another solution in the conflict was identified to be appropriate was accommodation approach (Krauss & Morsella, n.d.). However, this was not considered as an appropriate solution as it led to win situation for a single party. Besides this, compromise approach would have provided a realistic solution, as it would not provide benefit to any of the individual. Thus, collaborative approach was considered as the best solution for the current scenario. In this regard, it had been important to establish an assertive attitude between both the parties. The current outcome of the conflict was not satisfying, as it did not provide any complete solution in resolving the issue. Hence, collaborative approach could have resolved the issue more effectively (Longaretti & English, 2005). VIII. Prevention This conflict in the bill collection meeting at ALrehab Equipment and Machinery Co.Ltd,-Volvo could have been resolved through the continuation of collaborative approach. This collaborative approach could have resolved further issues that arose after the end of the meeting. This included the lack of interaction with him. This had considerably affected the organisational process (Krauss & Morsella, n.d.). Moreover, it was expected that the assertive attitude among us could prevent such issues in the future. Furthermore, it was expected that the support from the third party could be more effective in preventing such kind of issues in the future (Krauss & Morsella, n.d.). The third party included the senior officials in the organisation. There are certain communicational skills that are highly effective and acts as a preventive measure for resolving conflicts. These include effective body language, eye contact, facial expressions, posture, touch and others. Thus, these communicational skills if had been applied during the meeting, the conflict could have been prevented. Moreover, the post-meeting conflict could have been resolved through effective communication skill. In this regard, effective communication would have been an important measure based on which the conflict between me and the other individual have been mitigated with interactive approach (Longaretti & English, 2005). References Bacal, R. (1998). Conflict prevention in the workplace: using cooperative communication. USA: Bacal & Associates. Becker, J. (2005). Communication and conflict: studies in international relations. USA: Concept Publishing Company. Cheng, A. (2008). Communication and conflict in virtual teams. USA: ProQuest. Krauss, R. M., & Morsella, E. (n.d.). Communication and conflict. Columbia University, 1-20. Longaretti, L., & English, R. (2005). How to succeed with communication and conflict resolution: little books of big ideas. USA: Curriculum Press. Rahim, M. A. (1990). Theory and research in conflict management. USA: Greenwood Publishing Group. Shapiro, D., Pilsitz, L., & Shapiro, S. (2004). Conflict and communication: a guide through the labyrinth of conflict management. USA: IDEA. Spaho, K. (2013). Organizational communication and conflict management. Management, 18(1), 103-118. Read More