Page 120 - DENG401_Advance Communication Skills

Unit 5: Improving Informal Communication

If you manage conflict, it can help to clarify goals, enhance decision making, and build teams. If Notes
left unresolved, however, conflict can create disruptions in the workplace, reduce morale, and
affect productivity. Any conflict that poses a threat to others should be addressed immediately.
1. Develop perspective: Conflict develops when someone cannot achieve an objective—an
external factor such as another person or event or an internal factor such as fear blocks the
way to a goal. Before confronting a conflict directly, take time to determine the objectives
of those in conflict, and the external obstacles or internal barriers that are creating
frustration. Identify the concerns of each person and how the attitude and actions of all
participants contribute to resolving or aggravating conflict, as shown in Figure.

2. Acknowledge the conflict: Before you can effectively deal with interpersonal conflict, you
must understand the problem. Acknowledge the conflict using neutral, objective language.
In a meeting or conversation, listen actively and empathetically and then articulate the
problem. You might need to repeat these steps more than once.
3. Keep communicating: Some people deal with conflict by withdrawing. However, avoiding
a problem seldom solves it and can lead to a refusal to participate in general. Resolving
conflict involves communicating and exchanging information and ideas. Choose the timing
of your conflict-resolving conversations carefully, but don’t try to avoid an uncomfortable
discussion entirely.

4. Avoid manipulation and intimidation: Raising your voice, showing anger, or
manipulating someone may stop a problem temporarily, but such techniques are often
costly. In many cases, the problem resurfaces because it was not really resolved initially.
If you do engage in negative behavior, apologize as soon as possible, and then demonstrate
that you knowhow to be a constructive member of the organization.
5. Focus on the problem, not the individual: Most workplace conflict is caused by differences
of opinion, expectations, and misunderstandings. Stay objective and keep the problem
and personalities separate. The others who are involved will feel less threatened personally
and be more willing to communicate and find a solution. Focusing on solving the problem
can even improve relationships by showing that everyone is willing to come to an
agreement. Figure lists problem-solving techniques from mathematics and other fields,
which also apply to organizational conflict.
Figure 5.6: Reactions to conflict

Aggravates Manages confict
confict productively
Involved

Actions

Leaves conficts
Withdrawn Avoids confict
unresolved

Negative Positive
Attitude

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