A Living Entity: The Culture of an Organization - Essay Example

? Role of Communication When Dealing With Conflict, Disagreement and Confrontation The information in this essay was obtained online. The essay discusses the importance of using communication as a tool in conflict resolution. It shows the relationship between conflict resolution and management and effective communication. With good use of communication then conflicts, disagreements and confrontations can be resolved. It also shows the role of a manager in conflict management; how the manager can apply good communication techniques and create an atmosphere which is good for the conflicting parties to express their views. Keywords: Conflict, Communication, Conflicting Parties Role of Communication When Dealing With Conflict, Disagreement and Confrontation Conflict is the manifestation of a differing point of perception between individuals and groups (Adejimola, 2009). Conflicts are bound to happen but the outcome highly depends on how the conflicting parties work it out. Conflict may be between two or more people, within a group or between two or more groups. It can be beneficial as it may serve as a motivator. However if not well handled, it may affect an organization’s productivity. Communication is getting information, processing the information and expressing the consequential thoughts and feelings (Longman Dictionary of Contemporary English, 1995). It involves passing a message from one person to another. The person sending the information expects a response from the person receiving the message. We conclude that effective communication is when the message sent by the sender has been properly interpreted by the receiver. Communication in conflict resolution means passing of information and getting feedback between the conflicting parties. It helps to create an understanding between the conflicting parties. Effective communication is the most important part of conflict resolution and conflict management. With effective communication it becomes easier to deal with the conflict and this leads to a more positive outcome. It is important to note that good communication does not necessarily mean that the conflicting parties will reach a mutual agreement or get a solution to their conflict. However, even without the surety of getting a solution, poor communication hugely increases chances that the conflict will not be resolved and it may actually make the conflict worse than it was initially. There are several strategies or means of resolving conflict. These include confrontation, negotiation, collaboration, compromise etc. For this to yield desired results there has to be effective communication (Heimer, 2008). The conflicting parties should be willing to resolve the conflict. They should keep open lines of communication so that they may have a similar understanding of the conflict. For a good understanding of the conflict, the parties should try to come up with as many details as they can on what led to the conflict and how best to deal with the information. With the relevant information the parties can bargain their interests in order to achieve their set goals. Communication should be viewed to be two way therefore not one sided. It should be a means for the parties to express either threats or efforts of mending fences. It is via communication that the parties are able to put forth offers regardless of whether the offers are reasonable or not. Communication can also heighten the level of a conflict or create a solution for a conflict. As much as good communication aids in conflict resolution, sometimes it does so little to change the situation when opinions of the conflicting parties are so opposed to each other that it becomes hard or even impossible to reach to an agreement (Krauss & Morsella, 2000). In management, one role of the manager is to read signs of an emerging conflict. They should take the necessary measures to avert a conflict or if it has already developed they should be able to take prompt action. It is important for a manager to understand how conflict comes about as this helps to predict areas where it may arise. In case a conflict has developed, the manager should create an atmosphere where the parties feel they can express themselves freely with no fear. In order for communicators to ensure effective communication, there are certain things that they should observe while holding discussions. One-on-one communication should be encouraged so as to reduce the probability of changing the meaning of the information which can be brought about by introduction of many intermediate parties during the passing of the information. To also reduce distortions, the communicator should try to restate his idea in various ways which increases the chances of the message being interpreted exactly the way it was meant to be (Krauss & Morsella, 2000). As the conflicting parties express their views, they should avoid interrupting and distracting each other and should give each other time to express themselves. The parties should really try to understand each other’s points of view. They should concentrate on what the other party is saying. In most conversations people rarely listen to what the speaker is saying because they are usually thinking of what to reply to the other person (Heimer, 2008). As the parties talk they should always maintain eye contact as this helps to assure the communicator that the other party is paying attention. The parties should use non-verbal cues of communication as they enhance communication. This includes use of gestures, facial expressions and use of hands. Non-verbal cues of communication help out as they enhance attention of the listener (Adejimola, 2009). In conflict resolution, usually the conflicting parties usually hold discussions to try and come up with solutions that will favor all the parties. The manager usually leads the discussion and is supposed to be neutral. As the parties express themselves, the manager should not favor one party more than the other one but instead give all the parties equal time to express their views. Sometimes the manager may focus on the individuals involved in the conflict. This should not be the issue as the role of the manager is to focus on the conflict itself regardless of who the individuals are. In ensuring that there is effective communication, the manager should ensure the parties respect each other and also respect each other’s views and opinions (Adejimola, 2009). It is also important in the communication process not to accuse the conflicting parties for causing the conflict because people they tend to be defensive and the parties may not feel at ease when expressing their views. Therefore, the manager should only focus on how the conflict will be resolved and not on who caused it. The communication process should also encourage the expression of both good and bad feelings about the conflict. There are certain skills that aid in ensuring effective communication is achieved (Team technology, 1995). These include listening, questioning and summarizing. Listening helps the conflicting parties to have the right information and harbor the same understanding of the existing conflict. It is through listening that the conflicting parties are able to develop a perception of their thoughts and feelings towards the matter at hand. The manager also has to listen to the conflicting parties so that they may develop a good understanding of the conflict like how it come about, what could have been done (so as to avert the situation) and generally what the different parties feel about the conflict. They should also try to understand what are the goals and interests of the conflicting parties. With this information they can try to come up with a strategy which they deem best for solving that particular conflict in a way that most of the goals of the conflicting parties are met. Questioning is a good way to ensure that the conflicting parties understand what is being said and to avoid forming their own interpretations. The parties involved should ask questions whenever they fail to understand a point. The parties have a right to ask questions and have them answered appropriately. Once asked a question, the parties should give their answers clearly and precisely to ensure that the other party understands. Summarizing is also an important skill. During the communication process the manager should summarize the main points of the discussion and give feedback to the conflicting parties. They then assist the conflicting parties, as they have a better understanding of the conflict, to come up with solutions which are favorable or necessary to bring the conflict to an end (Heimer, 2008). Conclusion Conflicts are a normal part of life and communication is highly important in handling them. However, it does not mean that just any form of communication can lead to conflict resolution. Communication has to be based on principles of effective communication where all parties are equally involved. References Adejimola, A. S. (2009). Language and communication in conflict resolution. Journal of Law and Conflict Resolution, 1(1), 001-009. Heimer, A. (2008). “Conflict resolution tools for nursing”. RN Journal of Nursing. Krauss, R. M., & Morsella, E. (2000). “Conflict and communication”. The handbook of constructive conflict resolution: Theory and practice, 131-143. Team Technology (1995). “Conflict resolution in the workplace”. Retrieved on October 8, 2011 www.teamtechnology.co.uk Read More