Effective Communication and Conflict Management - Literature review Example

Effective Communication and Conflict Management Name: Course Professor’s name University name City, State Date of submission Introduction Communication is defined as the transfer of information from the sender to a receiver provided that the receiver understands the information being transmitted[Tho08]. Communication involves expressing ideas and views on a certain topic between individuals or even groups of people. Communication is regarded as one of the many factors that glue an organization or the society together in their activities[Mat03]. Lack of communication in an organization can have negative consequences in their activities[Tho08]. Communication can be either verbal or nonverbal. Verbal communication involves writing and talking with one another while nonverbal communication involves the use of expressions such as body language and gestures in transmitting information. Therefore, the need for effective communication in most organizations today has created an urge for researchers to find the best models that can be employed in organizations to ensure that there is adequate communication. Seeger, et al. (2003, p. 12) notes that effective communication within an organization can help the organization navigate through stressful situations such as conflict within an organization or during the negotiation period[Tho08]. This because, communication facilitates a level of understanding and trust among members of a certain organization that will enable them to solve any issues that might arise. This research paper will be seeking to understand how effective communication can aid an organization in conflict. Conflict in organizations In most organization, conflict is an everyday activity that can occur between members of an organization[MAf15]. Rahim (2015, p. 11) argues that the presence of conflict among members of an organization does not necessary mean that it is a bad thing that has happen. Conflict usually occurs with no common ground of agreement among members of an organization. Research done in conflict management indicates that frequent conflict among people can trigger for a healthier relationship among individuals experiencing conflict despite that conflict can destroy or end a relationship[Ken11]. This means that conflict can either strengthen or weaken a relationship among individuals. This calls for advanced managerial skills in ensuring that conflict is managed and result in a positive outcome that is strengthening of relationship in an organization according to Cloke & Goldsmith (2011, p. 26). Conflict between individuals can range from minor, major or unimportant differences that can threaten a relationship between individual[MAf15]. One of the underlying principles that guides in solving the conflict between individuals is the willingness of persons involved in the conflict to resolve the conflict[Ken11]. Umbreit (2006, p. 2) argues that after the willingness of persons, effective communication has to take place in resolving conflict. With effective communication, people can understand each other and be able to negotiate the conflict off (Rahim, 2015, p. 18; Aula & Siira, 2010, p. 129). Therefore, effective communication plays a critical role in ensuring that conflict is resolved in an organization. Effective communication models There exist several types of communication models that can be of use in ensuring that communication is effective in an organization. However, the two major types of communication models that can be use they include: 1. Formal communication. This is a type of communication model that involves sending information in an organization through the use of officially designated channels. However, these channels depend on the culture of the organization and the type of environment it operates in. There are three kinds of formal communication models in an organization. The first type of formal communication in an organization is the downward communication[KSp13]. This type involves flow of information from the upper levels of leadership in an organization to the lower levels of an organization[Gab10]. In terms of conflict resolution, an organization can use this approach to solving the conflict. The organization can be able to understand issues of conflict from the top level going down. This will help the organization in being able to come up with solutions appropriate for each level. The second type of formal communication is upward communication. This type of communication involves the transmission of information from the low levels of an organization to the higher levels[KSp13]. This kind of communication involves sending of problems details from the low levels to higher levels. This type of communication is effective in solving conflicts since it involves sharing problems with members of immediate higher level who can be able to understand the situations more. Issues bringing about conflict will be addressed more to keenness to details. The third type of formal communication is horizontal communication. This is the type of communication that enables people at the same level in the organization. The information shared with people of the same level can be able to help solve problems[KSp13]. 2. Informal communication This is the type of communication that occurs between individuals in an organization without necessary have to follow the official designated channels of communication this kind of communication provides a relaxed and comfortable environment where information can be shared among members of an organization[Bha09]. This type of communication can aid in understanding the critical issues that are causing conflict in an organization due to the relaxed and comfortable environment it creates[KSp13]. Effective communication roadblocks in conflict management According to Fielding (2006, p. 54) barriers to effective communication, during conflict management occur when individuals or parties in conflict occur when they feel are not being understood during communication. There are various types of communication roadblocks that can occur during conflict management include 1. Criticism of conflict management involves attack on either the personality or the character of a colleague[Nao12]. While it is normal for individuals to have complaints about actions taken by another person, it is wrong to attack an individual’s character or personality. Criticism of a person can be also be regarded as negative communication that resorts in draining other colleague’s enthusiasm, energy or even the self-esteem[Hop15]This will in turn affects an organization’s performance and create more reasons for conflict to exist. 2. Display of contempt to other members of an organization. It can be done through body language such as rolling of eyes, sarcasm, cutting remarks. All these actions indicate a lack of respect for other individuals[Hop15]. These actions result in issues of conflict not to be transmitted and understood by both parties in conflict. These actions can even lead to increasing in issues of contention in the conflict[Nao12]. 3. Defensiveness is another roadblock of solving conflict within organizations. It involves a reaction by individuals when subjected to contempt and criticism. Defensiveness actions usually end up escalating conflict. It is because issues of the conflict will not be addressed or clearly be understood due to lack of effective communication between people in conflict. 4. Stonewalling is another roadblock to effective communication in conflict management. It involves withdrawer of individuals in communication to air out issues causing the conflict. It results at the end of any initiatives taken to manage conflict due to lack of adequate communication[JSC99]. Effective communication techniques of reducing conflict Moemeka (1994, p. 4) argues that Conflict management involves the framework an organization can adopt in managing any conflict that exists in its operation. For conflict management to be effective during these kinds of situations, then there is a need for effective communication. Effective communication enables parties involved in the conflict to understand each other’s plight thus leading to the creation of a long lasting solution between conflicting parties[Mic06]. The following techniques can promote effective communication in reducing conflict 1. Exploration technique. This method involves trying to know and understand the thoughts and feeling of the other party in resolving conflict. This technique primary aim is to encourage the other person to speaking freely about what is in their mind. By doing this, one can be able to understand what is the foundation of the conflict. Under this technique questions such as “is there anything you need to share with me” can be asked[Nei11]. 2. The usage of “I” statement. This method involves taking responsibility of one's wrong doing to avoid the other party having an impression there is hidden the motive. This method helps in reducing communication roadblocks such as defensiveness among individuals during conflict resolution. For example using statements such “I feel disappointed that this issue has come between us” is more efficient during dialog than usage of the statement such as “you have disappointed me”. Usage of the I statement will encourage individuals to dialog more and express their thought and feeling. Thus, effective communication will occur as a result of this leading to a positive outcome in managing the conflict[Dar12]. 3. The defusing technique. During conflict resolutions, emotional moment is usually experienced anger especially. This method is used to address such situation and make the environment more relaxed. It involves acknowledging other people views and agreeing them despite how unreasonable they can be. For example an individual can recognize how unreasonable or inconsiderate his or her actions were in order to calm down the aggrieved party. This will lead to a calmer and relaxed environment during negotiations hence facilitating exchange of information effectively[Nao12]. 4. Empathy technique. This method involves putting oneself on the others situation and trying to understand from their point of view. This method involves listening keenly and allowing the other party to express their thoughts. Listening is an effective communication skill that helps in understanding the roots of the problems[Nao12]. Effects of effective communication skills The application effective communication skills will lead to solving of conflicts and conclusion of negotiations. The first result of effective communication skills in conflict management is ability to identify the cause of problems[Rod03]. Communication between the aggrieved parties will result in an understanding of what is the problem of conflict. If effective communication does not take place, then individuals cannot be able to understand or even known what are the issues causing the conflict[Tho08]. The second effect of effective communication in resolving conflict is the ability to come up with possible solutions to the problems. While holding discussions in identifying problems, individuals can draw on points they both agree and generate ideas for solving the cause of the problems. This is as a result of the understanding of the problems that both parties are facing[JSC99]. Evaluation of the alternative solutions to the problems is an effect of effective communications. People can be able to go through the pros and cons of the solutions available for solving the conflict[Pek10]. Making a decision on the best solution to resolving the conflict is an effect of effective communication. This is because people can be able to understand the problems surrounding their conflict and make a decision on the best possible solution to resolve the conflict[Dar12]. Conclusion From the above research, effective communication plays a critical role in ensuring conflicts are managed in an organization and achieving possible outcome. However, they are various factors that may prevent effective communication. These factors need to be addressed to ensure that effective communication takes place to achieve a positive outcome. Reference Tho08: , (Harris, et al., 2008, p. 12), Mat03: , (Seeger, et al., 2003, p. 7), Tho08: , (Harris, et al., 2008, p. 14), MAf15: , (Rahim, 2015, p. 11), Ken11: , (Cloke & Goldsmith, 2011, p. 23), MAf15: , (Rahim, 2015, p. 14), Ken11: , (Cloke & Goldsmith, 2011, p. 45), KSp13: , (Spaho, 2013, p. 129), Gab10: , (HENER, 2010, p. 135), KSp13: , (Spaho, 2013, p. 136), Bha09: , (Das, 2009, p. 17), Nao12: , (Brower & Darrington, 2012, p. 2), Hop15: , (Hopkins, 2015), Nao12: , (Brower & Darrington, 2012, p. 3), JSC99: , (Chandan, 1999, p. 260), Mic06: , (Fielding, 2006, p. 10), Nei11: , (Thompson, 2011, p. 185), Dar12: , (Darrington & Brower, 2012), Rod03: , (Kramer & Staw, 2003, p. 222), Tho08: , (Harris, et al., 2008, p. 30), JSC99: , (Chandan, 1999, p. 100), Pek10: , (Aula & Siira, 2010), Dar12: , (Darrington & Brower, 2012, p. 33), Read More