Page 188 - DMGT106_MANAGING_HUMAN_ELEMENTS_AT_WORK

Managing Human Element at Work

Notes
8.13.2 When You are Listening to an Angry Person
8.14 Resolving Conflict versus Managing Conflict
8.14.1 Conflict is Inevitable

8.14.2 Conflict can be Positive
8.14.3 Conflict can be Managed
8.14.4 Conflict Resolution is not Always the Goal

8.15 Summary
8.16 Keywords
8.17 Review Questions
8.18 Further Reading

Objectives

After studying this chapter, you will be able to:

• Understand the purposes of communication
• Explain formal communication
• Discuss the informal communication
• Understand the communication networks in a working group
• Discuss the communication barriers

• Explain the conflict
• Understand the types of conflict
• Explain the stages of conflict
• Explain the outcomes of conflicts
• Discuss the sources of conflict
• Explain the resolving conflict situation
• Discuss the resolving conflict versus managing conflict

Introduction

Communication is an important part of your job—one that is often taken for granted. When
you think about it, almost everything you do calls for good communications. When you hire
a new employee, good communication skills help you pick the right person and make sure
the person you hire knows what the job involves. When you are training, coaching, or
evaluating an employee, you need to be clear about your expectations and sensitive in
dealing with problem areas. When conflicts arise, you will need your communication skills
to resolve the issues without creating more.
When the department is going through changes or reorganization, you will need special
communication skills to get feedback and ideas from your staff and to give them news that
is sometimes not pleasant, while keeping them motivated. Honest communication is one of
the key ingredients in managing change as well as managing people.
In most of the conflicts, none of the party is right or wrong; instead, different perceptions
collide to create disagreement. Conflict is natural and it is up to you to respond to conflict

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