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CASE STUDY 1
Objectives
1. To analyse the nature and process of interpersonal communication within personal
context.
2. To analyse communication styles of communicators
3. To apply conflict strategy in communication conflict
Instruction
Describe a situation where a conflict has occurred. Discuss the people who were
involved in the conflict, the causes and the conflict.
Describe the communication style of one of the person involved in the conflict, and how
his/her communication style helps to resolve the conflict.
Discuss which conflict strategies were used to resolve the conflict.

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Case Scenario
Background:
In a prestigious architectural firm called "Innovate Spaces Incorporated," John and Sarah are
leading a team tasked with the interior design and renovation of a high-profile tenancy project
for a luxury hotel. The project has a tight schedule, and the client, Emma, is known for her
high standards and expectations.
People Involved:
Project Manager (PM): John is an experienced project manager responsible for overseeing all
aspects of the tenancy interior project. He's focused on meeting deadlines and budget
constraints while ensuring the project is executed efficiently.
Design Manager (DM): Sarah is a creative and detail-oriented design manager. Her role is to
ensure the interior design of the tenancy aligns with the client's vision and expectations while
adhering to project constraints.
Client Representative (CR): Emma represents the client's interests and is actively involved in
the project. She provides feedback and approvals at various stages.

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Causes of Conflict:
Differing Priorities: John's primary concern is to deliver the project on time and within
budget. He feels that the design phase is taking longer than necessary, causing potential
delays in the construction phase.
Design Excellence: Sarah is passionate about delivering a design that not only meets but
exceeds the client's expectations. She believes that rushing through the design phase
compromises the project's overall quality and aesthetics.
Client Feedback: Emma, the client representative, is enthusiastic about the design and desires
a unique and exceptional interior. However, she is growing concerned about potential delays,
which is adding to the pressure on both John and Sarah.
The Conflict
The conflict comes to a head during a project progress meeting. John expresses his frustration
with the prolonged design phase, highlighting that it's impacting the project timeline. He
suggests simplifying certain design elements to speed up the process. Sarah, on the other
hand, defends the need for a comprehensive and innovative design. She argues that cutting
corners could result in a generic and uninspiring interior, which would not meet the client's
high expectations. Emma, the client representative, interjects, expressing her desire for a
unique and well-thought-out interior. However, she is also worried about the project timeline
and budget constraints, putting additional pressure on both John and Sarah.
Tensions escalate as John insists on prioritizing the schedule, while Sarah emphasizes the
importance of design excellence. They both feel that the other is not fully considering the
project's best interests. To resolve the conflict, a mediator, possibly a senior management
team or a neutral party with experience in project management and design, may be brought in
to facilitate a compromise. This mediator would help the team find a balance between
meeting deadlines and delivering an exceptional design, ultimately satisfying both John and
Sarah's concerns while also aligning with the client's vision. Communication, compromise,
and a focus on the project's shared goals would be essential in resolving this conflict.
By using the interpersonal communication within a personal context involves the exchange of
information, thoughts, feelings, and ideas between individuals in a one-on-one or small group
setting, often in a more informal and personal manner. It also can help us understand how
people connect, express themselves, and build relationships.
Nature of Interpersonal Communication in Personal Context
The comprehensive approach I have outlined comprises key elements for resolving the
conflict between Sarah and John through adept interpersonal communication. By
wholeheartedly adopting these principles and tactics, they can effectively address the
complexities arising from their contrasting priorities and emotions, ultimately arriving at a
resolution that serves the project's interests and enhances their collaborative working
relationship.
Informal and Personal:
John and Sarah have a history of collaborating on numerous projects, and they have
established a strong personal connection. They frequently participate in casual conversations

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related to their work and, on occasion, delve into discussions about their personal lives. Both
individuals exhibit a profound dedication to their respective roles. John's emotions are
primarily motivated by the imperative of meeting project deadlines and adhering to budgetary
constraints, whereas Sarah's emotional investment revolves around the aspiration to produce
outstanding and groundbreaking designs.
Initiation:
The conflict first emerges during a routine team meeting where the team discusses the
progress of the project and potential issues. During this meeting, John takes the initiative to
initiate the conflict by expressing his concerns about the ongoing design phase and its
potential impact on the project's overall timeline. John's concerns primarily revolve around
the design phase, which he believes is taking longer than anticipated, potentially leading to
delays in subsequent project milestones. His worries encompass a range of issues, including
potential budget overruns, missed deadlines, and even concerns about the quality of the
design work. These concerns are consistent with John's role as the Project Manager, where he
holds responsibility for overseeing project schedules and budgets. The conflict begins to take
shape through verbal communication, with John's decision to voice his concerns serving as
the catalyst that triggers the conflict. The manner in which he communicates these concerns,
whether in an assertive or confrontational manner, can significantly influence Sarah's initial
response.
Sarah, in her capacity as the Design Manager, reacts to John's concerns in various ways. She
may initially feel defensive about her team's work and feel compelled to explain the reasons
behind the extended duration of the design phase. Alternatively, she might respond with
frustration or dismissiveness towards John's worries. The initiation of the conflict has the
potential to impact the dynamics within the team. Other team members who witness this
exchange may form their own perceptions of the situation, and their reactions could be
influenced by how the conflict is managed. Depending on how the conflict unfolds, it can
either contribute to a constructive atmosphere focused on problem-solving or create tension
and division among team members.
Encoding and Decoding:
John encodes his concerns during the team meeting by expressing his worry about the project
schedule. As the Project Manager, he is responsible for ensuring that the project stays on
track, adheres to timelines, and stays within budget. To him, the extended timeline for the
design phase poses a potential risk to the overall project's success. He may emphasize the
need to meet deadlines and manage resources efficiently, which reflects his perspective as a
Project Manager. On the other hand, Sarah decodes John's expressions as a threat to her
team's creative process and a challenge to her design vision. As the Design Manager, her
primary focus is on delivering high-quality design work that meets her creative standards.
When she interprets John's concerns about project schedules, she may perceive it as a
criticism of her team's creative process. She might feel that John's emphasis on timelines and
efficiency is undermining the importance of design excellence.
Transmission and Reception:
John uses verbal communication during the team meeting to express his concerns about the
design phase's duration. He articulates these concerns using words, tone of voice, and

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possibly visual aids or data to illustrate his points. He uses terminology related to project
schedules, budgets, and resource allocation to convey the essence of his message clearly.
John's tone and demeanor during this transmission can also convey his level of urgency and
the significance he attaches to the issue. Sarah's reception of John's message involves both
active listening and the interpretation of non-verbal cues. As she listens to John, she not only
hears his words but also pays attention to his tone of voice and any emotional undertones.
Additionally, Sarah may observe John's body language, such as furrowed brows, gestures of
concern, or gestures of urgency. All of these cues inform her reception of John's message.
Sarah also processes the content of John's message, understanding that he is expressing
concerns about the project schedule. However, given her role and perspective as the Design
Manager, she may interpret this message as a challenge to her team's creative process.
Feedback:
Sarah's response reflects her commitment to delivering a high-quality design that exceeds
client expectations. She believes that a comprehensive design process is crucial to achieving
this goal. Her feedback to John's concerns is rooted in her dedication to her team's creative
vision and the belief that compromising the design process could negatively impact the final
result. Sarah may also be emotionally invested in her role as the Design Manager, which
contributes to her strong defense of the design approach. John's reaction to Sarah's response is
influenced by his perception of her defensive comprehensive design approach. He may feel
frustrated because he perceives Sarah's stance as a challenge to his authority and priorities as
the Project Manager. From John's perspective, he sees his concerns about project schedules
and budgets as essential for the project's success, and he may feel that Sarah's resistance is
hindering progress.
Noise and Distortion:
Amidst the conflict between John and Sarah, their communication process encounters various
challenges marked by noise and distortion. Both John and Sarah hold a deep personal stake in
the project's success, albeit from distinct vantage points. John, as the Project Manager, is
primarily concerned with ensuring the project adheres to timelines and budgets, aligning
directly with his professional responsibilities. In contrast, Sarah, in her role as the Design
Manager, holds a strong emotional attachment to the creative process and the quality of the
design work. For her, the project's outcome serves as a reflection of her team's capabilities,
representing a matter of personal pride and professional identity. This intense personal
investment becomes a source of bias and distortion within their communication dynamics. It
at times leads them to prioritize their individual concerns over seeking common ground. As
emotions intensify and their contrasting priorities collide, the communication process
becomes muddled with noise, hindering their ability to express their perspectives in a
composed and objective manner. Their emotional engagement and differing priorities
contribute to a complex communication atmosphere marked by noise and distortion. This
complexity complicates the task of effectively conveying their viewpoints with clarity and
constructive intent.
Response and Closure:
Both John and Sarah respond to the conflict by standing firm in their respective positions.
John remains steadfast in emphasizing the importance of adhering to project schedules and

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budgets. Sarah, likewise, remains unwavering in her commitment to the comprehensive
design process and design excellence. The personal context of their relationship is strained as
their professional disagreement spills over into their personal rapport. Their ability to connect
on a personal level is temporarily compromised. The conflict escalates because neither John
nor Sarah is willing to compromise or explore alternative solutions during the meeting. Their
unwavering positions and the emotional intensity of the conflict lead to heightened tension.
The meeting, initially intended to address project concerns constructively, transforms into a
source of disagreement and frustration. The inconclusive closure of the meeting leaves the
conflict unresolved. The tension between John and Sarah persists beyond the meeting room,
potentially impacting their ability to collaborate effectively on the project. The lack of closure
also raises questions about how the conflict will be managed moving forward and whether it
will continue to impede progress.
Adaptation:
Following the inconclusive meeting and the escalating tension between John and Sarah, an
important phase of adaptation emerges as they seek ways to address the conflict more
effectively. John and Sarah recognize the need to adapt their communication styles in
subsequent interactions. They become conscious of the challenges they faced during the
initial conflict and the impact it had on their working relationship. As a result, they make a
concerted effort to adjust their communication approaches to foster a more constructive
dialogue. One aspect of their adaptation is a commitment to active listening. John and Sarah
understand the importance of truly understanding each other's perspectives without
immediately defending their own positions. They prioritize hearing each other out, asking
clarifying questions, and seeking to empathize with each other's concerns. Another key aspect
of their adaptation is the willingness to find common ground. They recognize that their
differing priorities don't have to be mutually exclusive and that there may be areas of overlap
where they can align their goals. This shift in mindset opens the door to exploring potential
solutions that accommodate both project schedules and design excellence.
To resolve the conflict in this personal context, John and Sarah would need to engage in open
and empathetic communication. They may seek external guidance or involve a neutral third
party to mediate the discussion. By acknowledging each other's concerns and finding a
compromise that considers both the project schedule and the design quality, they can repair
their personal and professional relationship and successfully move forward with the tenancy
interior work project. This situation illustrates how interpersonal communication within a
personal context can be challenging when emotions are involved, emphasizing the need for
effective communication skills to navigate conflicts and maintain relationships.
Conflict Strategy
Considering the present circumstances, I intend to provide an in-depth elaboration on the
potential conflict resolution strategies available to John and Sarah. These strategies will
revolve around the pillars of open and empathetic communication, seeking external guidance,
and the art of compromise. Throughout this discussion, I will also draw references from
established principles of conflict resolution and communication theories to shed further light
on their applicability in this context.
Open and Empathetic Communication:

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Open and empathetic communication is pivotal for John and Sarah to navigate their conflict
effectively. They must embark on a journey of understanding each other's viewpoints and
emotions. It's imperative that they actively practice listening to each other without
interruptions and communicate their concerns and needs candidly and respectfully. This
approach aligns with well-established principles of active listening and empathetic
communication advocated by prominent scholars in the field, such as Carl Rogers and
Stephen Covey. Carl Rogers, a seminal figure in humanistic psychology, emphasized the
profound importance of empathetic listening and unconditional positive regard in fostering
effective communication and conflict resolution (Rogers, 1959). His work highlighted that
genuinely comprehending and validating each other's perspectives lays the foundation for
constructive dialogue.
Similarly, Stephen Covey, renowned for his book "The 7 Habits of Highly Effective People,"
champions the principle of "seeking first to understand before being understood." This habit
underscores the significance of empathetic communication as a means for John and Sarah to
connect on a deeper level, thus facilitating the discovery of common ground (Covey, 1989).
By embracing these principles and engaging in open and empathetic communication, John
and Sarah can lay the groundwork for resolving their conflict, fostering mutual
understanding, and finding solutions that satisfy both parties' needs and aspirations.
External Guidance and Mediation:
Engaging the services of a neutral third party, such as a conflict resolution specialist or a
higher-level manager, can offer a valuable external perspective and serve as a catalyst for
productive dialogue between John and Sarah. This external guidance can create a conducive
environment where both parties feel safe expressing their concerns and working
collaboratively towards a resolution. The concept of involving an impartial mediator aligns
with well-established conflict resolution theories, which emphasize the significance of
unbiased intervention in effectively managing conflicts. William Ury, a recognized authority
in negotiation and conflict resolution and co-author of "Getting to Yes: Negotiating
Agreement Without Giving In," has underscored the importance of engaging neutral third
parties, often referred to as "mediators." These mediators play a crucial role in facilitating
constructive conversations and assisting conflicting parties in reaching agreements that are
mutually beneficial (Fisher & Ury, 1981). By embracing the involvement of a mediator or
conflict resolution specialist, John and Sarah can benefit from their expertise in guiding the
conflict resolution process, ensuring fairness, and helping both parties reach a resolution that
aligns with their collective goals and organizational objectives.
Acknowledging Concerns and Finding Compromise:
Acknowledging each other's concerns and priorities is a crucial step for John and Sarah in
resolving their conflict effectively. It's essential to recognize and appreciate John's emphasis
on project schedules and budgets as well as Sarah's dedication to design excellence. To move
forward, they should collaborate to find a compromise that accommodates both sets of
concerns. This compromise might involve various strategies, such as establishing clear
project milestones, allocating additional resources to enhance the design phase, or adjusting
the project timeline to allow for a more thorough design process. These solutions aim to
strike a balance between project efficiency and design quality, addressing both parties' needs.

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This approach aligns harmoniously with negotiation and conflict resolution principles
presented by scholars like Fisher and Ury in their influential book "Getting to Yes." In this
work, Fisher and Ury advocate for the concept of principled negotiation, which emphasizes
finding solutions that satisfy the interests and concerns of all parties involved (Fisher & Ury,
1981). By adopting this approach, John and Sarah can work collaboratively to achieve a
compromise that not only resolves their conflict but also contributes to the overall success of
the project.
Maintaining Personal and Professional Relationships:
Throughout the conflict resolution process, it's essential for John and Sarah to maintain a
clear distinction between their professional disagreements and their personal relationship.
They should recognize that conflicts are a natural part of working collaboratively but should
not define or damage their personal rapport. By upholding professionalism and mutual
respect, they can ensure that the conflict's negative impact does not endure within their
personal connection. This approach resonates with the principles of the principled negotiation
advocated by Fisher and Ury. Principled negotiation entails separating individuals from the
problem, concentrating on interests rather than rigid positions, and fostering the creation of
solutions that yield mutual benefits (Fisher & Ury, 1981). By adhering to these principles,
John and Sarah can navigate their conflict in a way that addresses their respective concerns
while safeguarding the project's overall success. Drawing insights from the work of renowned
psychologist John Gottman, who has extensively researched relationships and developed
theories on conflict resolution in the context of marriages, John and Sarah can apply the
concept of "repair attempts" to their workplace conflict. This concept involves making
deliberate efforts to mend their personal and professional relationship by extending gestures
of goodwill and reconciliation (Gottman, 1999). By employing these techniques, John and
Sarah can not only resolve their conflict but also strengthen their working relationship,
ensuring that it remains robust and mutually beneficial.
Open and Empathetic Communication:
Following the guidance of Carl Rogers and Stephen Covey, John and Sarah should prioritize
genuine listening and the acknowledgment of each other's concerns. This attempt will
establish a strong foundation for effective communication, allowing them to better understand
each other's perspectives. This inspiration come from the approach taken by Nelson Mandela
during his leadership in South Africa. Mandela's ability to engage in open and empathetic
communication was instrumental in bridging the deep divides in the country. He actively
listened to the concerns of different parties, acknowledged their perspectives, and maintained
a calm and respectful demeanor, even in the face of adversity (Nelson Mandela Foundation,
n.d.). By adopting Mandela's approach, John and Sarah can create an environment conducive
to understanding and dialogue.
External Guidance and Mediation:
If the conflict persists, they can consider involving a neutral mediator, as suggested by
William Ury's principles. This mediator can provide structure to their discussions and guide
them in navigating their differences impartially, fostering a more objective resolution process.
A relevant example comes from the international diplomatic arena. The Camp David Accords
in 1978, mediated by then-U.S. President Jimmy Carter, exemplify the power of external

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guidance and mediation. President Carter played a neutral role in facilitating negotiations
between Egyptian President Anwar Sadat and Israeli Prime Minister Menachem Begin. His
involvement helped the parties find common ground and led to a historic peace agreement
(The Carter Center, n.d.). John and Sarah can consider seeking external mediation, as needed,
to facilitate their discussions and reach a resolution.
Acknowledging Concerns and Finding Compromise:
Building upon the principled negotiation approach of Fisher and Ury, John and Sarah can
collaborate to delve into the underlying interests driving their positions. By doing so, they can
generate innovative solutions and ultimately arrive at a compromise that aligns with the
project's objectives while preserving the pursuit of design excellence. In the business world,
the partnership between Steve Jobs and Tim Cook at Apple offers insights into
acknowledging concerns and finding compromise. Jobs was known for his visionary and
perfectionist approach, while Cook emphasized operational efficiency and collaboration.
Despite their differing styles, they worked together to balance innovation and execution
(Kane, 2011). John and Sarah can adopt a similar approach by recognizing and leveraging
each other's strengths to find a compromise that serves both their project goals and design
aspirations.
Maintaining Personal and Professional Relationships:
Applying John Gottman's concept of "repair attempts," John and Sarah can proactively work
to mend any potential damage to their personal relationship caused by the conflict. By
offering gestures of goodwill and reconciliation, they can ensure that their professional
collaboration remains constructive and harmonious, reinforcing their ability to work together
effectively. A noteworthy example is the relationship between Mahatma Gandhi and
Jawaharlal Nehru during India's struggle for independence. While they had political
differences, they maintained a deep personal and professional respect for each other. Their
ability to separate personal and political matters allowed them to collaborate effectively in the
pursuit of a common goal (Singh, 2020). John and Sarah can draw inspiration from this by
prioritizing the preservation of their professional relationship, ensuring that personal conflicts
do not impede their collaborative efforts.
By integrating these principles and insights from respected experts, John and Sarah can
navigate their conflict more effectively, not only resolving the immediate issue but also
fostering a more collaborative and productive working relationship. This comprehensive
approach to conflict resolution aligns with best practices in managing workplace conflicts
while considering the personal dynamics at play.
Conclusion
In summary, resolving the conflict between John and Sarah entails the application of
communication theories and conflict resolution principles, offering a structured and
systematic approach to addressing their workplace discord. By embracing strategies such as
open and empathetic communication, external guidance, compromise, and the maintenance of
a clear boundary between personal and professional relationships, they can work together to
find a resolution that harmonizes the project's requirements with their individual aspirations.
This approach aligns seamlessly with well-established communication theories and conflict
resolution practices, which have been honed over years of study and application. It

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recognizes the inherent complexities of interpersonal communication within a personal
context, particularly when emotions come into play. The utilization of these principles
ensures that the conflict resolution process is guided by best practices, fostering an
environment conducive to productive dialogue and cooperation.
The conflict between John and Sarah is a common challenge in workplace dynamics, one that
can be successfully managed through a systematic and principled approach. By leveraging
insights from communication theories and the wisdom of conflict resolution experts, they
have the opportunity to not only resolve their immediate differences but also strengthen their
working relationship in the long term. This case underscores the importance of effective
communication and the application of conflict resolution principles in maintaining a healthy
and productive workplace environment. It demonstrates that, with the right strategies and a
commitment to collaboration, conflicts can be transformed into opportunities for growth and
improved working relationships.

References
Effective communication and conflict resolution - Rogers, 1959
Getting to Yes: Negotiating Agreement Without Giving In - William Ury
The 7 Habits of Highly Effective People - Stephen Covey,
Principled negotiation approach - Fisher & Ury, 1981
Theories On Marital Conflict Resolution - John Gottman
Fostering effective communication and conflict resolution - Rogers, 1959
The 7 Habits of Highly Effective People - Stephen Covey
Getting to Yes: Negotiating Agreement Without Giving In - William Ury
Innovation and execution - Kane, 2011

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