Running Head: COMMUNICATION STRATEGIES IN MANAGING CONFLICT

Communication Strategies in Managing Conflict

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Communication Strategies in Managing Conflict

Introduction

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 so as 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
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organizational decision-making as well as giving 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 enhance 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

to quit jobs thus leading to compromised productivity. Conflict also leads to reduced

communication between co-workers as well as developed climate and distrust among employees.

Organizational commitment and loyalty is 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 boosted 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 expression (Rahim, 2000).

Conclusion
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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.
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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.