Communication Strategies in Managing Conflict

Communication Strategies in Managing Conflict

Conflict is largely inevitable within any organization. The conflict experienced in organizations may arise from various sources and between employees and customers, between co-workers, or even between subordinates and supervisors. It is the responsibility of the management of any organization to perceive conflict as inherently negative or positive. Negative conflict requires that the management suppresses it as it arises, while positive conflict is leveraged to bring desirable change (Moore, 2014). The most critical thing is for the management to embrace and accept conflict as a normal process of organizational growth that influences the organization and thus view it as a constructive conflict. This is because when handles properly, conflict can be an important asset for an organization. The management should be creative and proactive enough to inspire creative solutions to external and internal conflicts. Various communication techniques can be adopted to effectively manage conflict.

Article Review

Conflict has the potential to result in both positive and negative consequences. The positive consequences can be achieved through mitigation of negative or dysfunctional outcomes of conflict and exploiting the potential of positive consequences of conflict. Rahim (2007) outlines various functional and dysfunctional outcomes of conflict. In his paper, he argues that conflict may stimulate innovation, creativity and growth. As organizations seek to mitigate the negativities caused by conflicts, they find measures that are meant to respond to the various situations, and thus, creativity and innovation come into play. In addition, conflicts improve organizational decision-making as well as give rise to alternative solutions to a problem caused by conflict. The identification of alternative solutions to a problem gives rise to synergistic solutions that are vital in solving common problems (Rahim, 2000).

As organizational management seek to resolve conflicts, it makes it possible for performance to be enhanced at both individual and group level. The management may also initiate programs that force groups and individuals to find new approaches for resolving conflict. In this regard, groups and individuals are able to articulate and clarify their positions on a certain conflict. Despite the functional outcomes of conflict, there are dysfunctional outcomes, which include job stress, burnout, and dissatisfaction (Rahim, 2000). This may lead to many individuals quitting jobs, thus leading to compromised productivity. Conflict also leads to reduced communication between co-workers as well as a developed climate and distrust among employees. Organizational commitment and loyalty are also affected due to damaged relationships, reduced job performance, and increased resistance to change.

Having proper conflict management in an organization can greatly help in reducing organizational stress as well as boosting relationships. Various communication techniques have proved to be critical in promoting functional conflict and resolving dysfunctional conflict. These techniques include assertive communication, active listening, problem-solving, and negotiation. Assertive communication gives individuals confidence in articulating what they believe in while giving their counterparts the right of express themselves (Rahim, 2000).

Conclusion

It is impossible to completely eliminate conflicts in any organization. However, what determines the success of any organization is how it manages conflicts as they arise. Effective communication plays a critical role in ensuring that conflicts in an organization are managed appropriately and the dysfunctional outcomes mitigated. With proper communication channels and skills between conflicting parties, the benefits that accrue from functional outcomes of conflict will ultimately be maximized. Organizations should therefore be proactive in conflict management through application of the various communication techniques outlined in this paper.

References

Moore, C. W. (2014). The mediation process: Practical strategies for resolving conflict. John Wiley & Sons.

Rahim, M. A. (2000). Managing conflict in organizations. Westport, CT: Greenwood Press.

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INTRODUCTION Conflict is a normal part of life. Managing conflict using effective communication is an important skill for solving problems, innovating, and maintaining productive relationships—particularly in a professional setting. In this task, you will critically analyze the communication in a conflict scenario and provide recommendations for communication strategies to manage and resolve the conflict. Use the RRM3 D268 Task 2 Template located in the Supporting Documents section below the rubric as a guide to complete this task.SCENARIOTwo managers in a health professions setting are upset about recent staff reductions and the effect on worker roles. The characters’ discussion is shown in the “Workplace Conflict” video in the Web Links section located below the rubric. As you watch the video, imagine that you are in the room with the two characters serving as an observer. Provide feedback for each of the two characters on how to negotiate this conflict.REQUIREMENTS

Your submission must be your original work. No more than a combined total of 30% of the submission, and no more than a 10% match to any one individual source, can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide.

You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course.

Tasks may not be submitted as live documents or cloud links, such as links to Google Docs, Google Slides, OneDrive, SharePoint, etc. unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .pptx).

A.  Watch the “Workplace Conflict” video in the Web Links section located below the rubric. Then, analyze the interaction shown by doing the following:

1.  For each character (i.e., Raymond & Jenna) you observed in the video, identify 1 or 2 interpersonal communication behaviors that escalated the conflict.

a.  Describe how each of the identified behaviors in prompt A1 escalated the conflict.
Note: Interpersonal communication behaviors could be verbal or nonverbal.

2.  For each of the interpersonal communication behaviors identified in prompt A1, provide an alternative communication behavior that could have been used to de-escalate the conflict.

a.  Describe how each of the identified behaviors in prompt A2 could have been used to de-escalate the conflict.
Note: The suggested length for prompt A is 1–2 pages.
B.  Recommend how each of the characters in the video (i.e., Raymond & Jenna) could have spoken or behaved differently to manage and resolve the conflict by specifically addressing each of the 5 steps of negotiation listed below:

•  pre-negotiation

•  opening

•  exploration

•  bargaining

•  agreement
Note: The suggested length for prompt B is 1–2 pages.

C.  Acknowledge sources—using in-text citations and references—for content that is quoted, paraphrased, or summarized.
Note: Sources are NOT required for this task, but if sources are used, they must be acknowledged and cited appropriately.

D.  Demonstrate professional communication in the content and presentation of your submission.
Note: See the rubric for what professional communication entails.