CHAPTER FOUR
ROLE OF COMMUNICATION IN
CONFLICT MANAGEMENT
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Reflect
Wemust always remember that when we
communicate, it is usually
◦ 7% verbal or what one said (the message itself)
◦ 38% vocal or how one said it (the intonation, projection
and resonance of the voice), and
◦ 55% visual or one’s body language (non verbal)
that are remembered by after one has spoken.
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4.1 Communication and its Process
Communication refers to an exchange of
information from one individual to another either
verbally or nonverbally.
Communication is said to be the life blood of any
organization.
Thecommunication process is the transmission of a
message from the sender to the receiver.
It remains incomplete until the message reaches
its destination as undiluted or unchanged as
possible. 3
Communication and its Process,...
.
Noise Noise
Sender Encoding Message Decoding Receiver
Feedback
Noise
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4.2 Types or Classification of
Communication
Depending on the direction of flow
◦ Downwards Communication
◦ Upwards Communications
◦ Lateral or Horizontal
◦ Diagonal communication
Onthe basis of the formality of communication
networks:
◦ Formal Network
◦ Informal Network
◦ To satisfy social and emotional needs
◦ Grapevine
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4.3 Essentials of Communication
Dos’ of communication:
◦ Always think ahead about what you are going to say.
◦ Use simple words and phrases that are understood by
everybody.
◦ Increase your knowledge on all subjects you are required
to speak.
◦ Speak clearly and audibly.
◦ Check twice with the listener whether you have been
understood accurately or not
◦ In case of an interruption, always do a little recap of what
has been already said.
◦ Always pay undivided attention to the speaker while
listening.
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Essentials of Communication,...
◦ While listening, always make notes of important points.
◦ Always ask for clarification if you have failed to grasp
other’s point of view.
◦ Repeat what the speaker has said to check whether you
have understood accurately.
Don’ts’ of communication:
◦ Do not instantly react and mutter something in
anger.
◦ Do not use technical terms & terminologies not
understood by majority of people.
◦ Do not speak too fast or too slow.
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Essentials of Communication,...
◦ Do not speak in inaudible surroundings, as you
won’t be heard.
◦ Do not assume that everybody understands
you.
◦ While listening do not glance here and there as
it might distract the speaker.
◦ Do not interrupt the speaker.
◦ Do not jump to the conclusion that you have
understood everything.
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Essentials of Communication,...
Become a good listener:
◦ Listen to the reasons the other person gives for being
upset.
◦ Make sure you understand what the other person is
telling you—from his or her point of view.
◦ Repeat the other person’s words, and ask if you have
understood correctly.
◦ Ask if anything remains unspoken, giving the person time
to think before answering.
◦ Resist the temptation to interject your own point of view
until the other person has said everything he or she
wants to say and feels that you have listened to and
understood his or her message.
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Essentials of Communication,...
Practical responses while listening:
◦ Encourage the other person to share his or her
issues as fully as possible.
◦ Clarify the real issues, rather than making
assumptions.
◦ Restate what you have heard, so you are both
able to see what has been understood so far.
◦ Reflect feelings -be as clear as possible.
◦ Validate the concerns of the other person,
even if a solution is elusive at this time.
Expressing appreciation
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4.4 Why is Communication So
Important?
“The
single most critical component that makes
teamwork possible is effective communication”
(Jones, Oyung, & Pace,
2005:18)
Communicationis the way we interact with fellow
humans, the way we get our message across.
We communicate with our eyes, faces and bodies
as well as our words and voices.
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Why is Communication So Important,...
Poor communication is the cause of feuds and
fights.
Good communication and the ability to manage
conflict effectively is a skill—one that all of us can
learn.
Theability to interact successfully and get along
with people is a critical ingredient to excellence in
people skills.
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4.5 Role of Perception in
Communication
Perception has vital role in communication.
Our perception of reality is not necessarily reality.
Perceptionhas a critical role in our interpretation
of any given situation.
Thissame perception has considerable influence
over our reactions to the situation.
Perception may develop through experience.
◦ Almost everything affects our perception.
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Role of Perception in Communication,...
The difference in our backgrounds, education,
religious beliefs, and our personal history will
affect how clearly we understand each other.
Theless we understand the meaning of the
words, body language, and behavior of the other
person, the easier it will be for us to have an
inaccurate perception of what they are
communicating to us.
We see things not as they are but as we are.
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Role of Perception in Communication,...
Recognizing our limitations is the basis for taking
responsibility for how we think.
Takingresponsibility for how we think means
challenging the:
◦ Validity of our perceptions
◦ Absoluteness of our perceptions
◦ Current accuracy of our perceptions
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Role of Perception in Communication,...
If we tend to operate in a “reactive mode” to the
circumstances in our life we are actually losing
power and control.
An example of this would be:
◦ Being defensive
◦ Saying something impulsively we later regret
◦ Giving in and later wishing we had spoken up
◦ Avoiding an issue that should have been confronted
YOU SHOULD OWN YOUR PERCEPTIONS, AND
YOU SHOULD NOT LET THEM OWN YOU!
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4.6 Communication Styles
Individuals
have developed a particular style of
communication.
◦ We need to understand that people have their own
wavelength.
◦ Although the way some people interact may irritate
others, the fact is they just have a different style of
communicating and it seems strange, maybe even wrong
to us.
◦ But, we do not have to forget that they may also think
the same way of our style.
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Communication Styles,...
1. The Director:
◦ People with this style are impatient
◦ They want everything done as soon as possible.
◦ They speak quickly.
◦ They are direct in their communication--as they say
what they think.
◦ They are often to be found in leadership positions.
◦ Keep in mind that this person thinks in terms of projects
that need to be completed.
◦ They sometimes forget that others care about the
process as much as the completed project.
◦ Realizing the difference helps not personalize what “The
Director” often does without even being aware that they
may be hurting or stepping on someone.
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Communication Styles,...
2. The Party Person:
Such individuals are friendly, optimistic and
informal.
They enjoy life and they communicate clearly.
They are energetic and creative.
These are people who deserve to be given an
opportunity to establish their goals and visions.
These individuals often forget that the party is not
all about them and will be oblivious (unmindful) to
you at times.
Again, don’t take this personally. Just realize that
you might have to be more persistent, gently so,
for information that you deem as critical.
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Communication Styles,...
3. The Stabilizer:
A quiet person, shy, but friendly.
A wonderful support person, loyal and caring—
they have difficulty in saying no.
Give them space to speak and don’t interrupt.
Because they are quiet don’t ignore them or
assume they have nothing to contribute.
Involve them with requests for comments or their
help.
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Communication Styles,...
4. The Accountant:
They are quiet, conscientious (careful), attention-to-detail
persons.
They are systematic and attend to the details involved
with finances and filing.
As with the stabilizer, involve this person and give them
the opportunity to share their knowledge and ideas.
This person will respond best when they can sense that
there is structure and framework to what you are trying to
accomplish.
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Communication Styles,...
Each of these four types is valuable to the team.
Each type has its strengths and weaknesses.
Asa leader, get to know each member of your
team and learn to appreciate the varied strengths
they bring.
WEMUST BE ABLE TO LEARN TO WORK WITH
THEM, TO INVOLVE THEM AND APPRECIATE
THEM.
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Communication Styles,...
Another classification of communication
style:
Passive
Assertive
Aggressive
Page 38 of the handout
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ation and Conflict Management-Notes.docx
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4.7 The Role of Empathy in
Communication
Empathy is sensing another’s feelings and
attitudes as if we had experienced them
ourselves.
Beingable to be empathetic toward the person we
are communicating with will open wide the
channel of communication and understanding.
Empathy is learning to listen with your head and
your heart.
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4.7.1 Creating Empathy by What We
Think
Weneed to recognize that people are able to
sense what we really think about them.
Even though we may be skilled at acting a part,
inevitably the truth will come out, and if we do
not genuinely have respect for someone they will
sense this.
The way we think about the other person will
communicate itself to them, thus enhancing or
seriously jeopardizing our chance for effective
communication.
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Creating Empathy by What We
Think,...
To enhance your communication
Take seriously the other person’s needs and concerns.
You must value their right to their feelings and
attitudes, which are the result of their life’s
experiences.
Their privacy, values and experiences may be foreign to
you, even unacceptable, but they are integral to the
other person’s viewpoint. KEEP THE LINES OF
COMMUNICATION OPEN!
Reserve judgment and blame.
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4.7.2 Creating Empathy by What
We Do
What we actually do is even more obvious and is
influenced by our thoughts about the person.
Be aware of and respectful of any cultural
differences.
To enhance our communication:
◦ Look at the person and take an active interest in what
they are saying when communicating.
◦ Ask relevant questions for clarification.
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Creating Empathy by What We Do,...
Use open body language
◦ Make and hold eye contact, face the person
◦ Lean forward a little and avoid crossed arms.
◦ If the situation is difficult—try to find a quiet place and sit
down rather than stand. (Never stand if that other person
is sitting).
Bevery aware of facial expression—have a
pleasant expression—smile! And try not to frown
even if you are concentrating.
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Creating Empathy by What We
Do,...
◦ Make affirming gestures such as nod and
sounds of agreement at appropriate intervals.
◦ Use a warm vocal tone.
Listen to your voice; don’t let it become intimidating,
cold, flat or screechy; don’t raise it if the conversation
doesn’t go as you had planned.
Try to keep your voice warm and encouraging.
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4.7.3 Empathy Blockers
Certain words or phrases block empathy instantly.
Sometimes we use them without realizing the
damage they can do.
When we have finished using these thoughtless
expressions we have often lost our chance to
communicate to the other person.
Examples: Page 41 of handout
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ation and Conflict Management-Notes.docx
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