How to Communicate More Effectively in the Workplace

Organizations experience conflicts daily and knowing how to manage communication effectively is the key to a successful operation. “Mismanagement of conflicts can cause further trauma to the relationship, but when handled in a respectful, positive way, conflict provides the opportunity to strengthen the bond between two people” (Segal /Smith, 2018). Addressing conflict correctly can aid in preventing it from hindering employee’s professional growth. Productivity and performance are reliant on management’s positive influence by understanding that “conflict can be constructive, and healthy for any organization” (Ohlendorf, 2001). Conflict will always be an ongoing occurrence, learning how to navigate through it will lead to success. The Organizations business strategy is a “plan that integrates the company’s goals, policies, and actions” (Noe p 63).

HR’s responsibilities are to uphold and enforce the business strategy. “Business strategy is a plan that integrates a company’s goals, policies, and actions” (Noe p 515). The defining role of Human Resource management is “implementing policies, practices, and systems that influence employees’ behavior, attitudes, and performance” (Noe p 6). “There are both direct and indirect links between training and business strategy and goals” (Noe p.6). “Training helps employees develop skills needed to perform their jobs by giving them an opportunity to learn and develop; which creates a positive work environment” (Noe p 6)

Conflict Resolution VS. Conflict Management

Conflict resolution and conflict management are confused because they “are often used synonymously” by Human Resource Management (Conflict Management or Conflict Resolution). These are two different skills needed to address each aspect of the conflict. Conflict resolution involves an intervention of two or more people to peacefully resolve a disagreement, and disagreement end in the approval of both parties. “This is done in a manner that promotes and protects all human rights of all parties concerned” (Conflict Resolution Law and Legal Definition). Conflict Management involves control, but not the resolution, of a long-term conflict. This process involves management “limiting the negative aspects of conflict and increasing the positive aspects of conflict” (Conflict management, n.d., para. 1). The purpose of conflict management is enhanced learning in a group setting; in which training consists of resolving conflict, problem-solving, and negotiation skills.

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Communication Strategies

Understanding how to manage conflict will enable you to react properly when a disagreement arises. This can keep the disagreement from getting out-of-control and knowing how to take the proper steps to resolve the said conflict.

1. Listen actively- Hear what is being said to you and give the other person your undivided attention; make eye contact. “This includes asking for clarification, paraphrasing the other person’s statement to check the accuracy of your understanding, as well as acknowledging the person’s feeling and encouraging him or her to keep expressing themselves” (Linh Luong, 2013). When, someone is paid attention to they feel validated; meaning they feel important.
2. Allow Silence- “Allow for a moment in silence” when asking questions to the individual. Don’t assume that your words aren’t being heard because of the lack of immediate response. Allowing this moment, can be the best answer for the individual to think about what’s being asked. If there’s confusion on a person’s face, repeat the question and let the silence happen again (De-escalation Tips, 2003).
3. Empathy- Having the ability to put oneself in another person’s shoes, can work by understanding the other person’s feelings, and then picturing what your response would be. It’s important to listen with empathy and understand where the other person is coming from.
4. Supportiveness- Being supportive in the other person by “wanting to find a resolution that will benefit the both of you” (Moody/Martocchio, p. 433.) Remember to be warm and welcoming to show interest in the other’s feelings.
5. Positiveness- “Be positive about the other person and your relationship. Express your
6. willingness to work towards a resolution that will be feasible for (Moody/Martocchio, p. 433.)
7. Aware of personal space- Give everyone the personal space they might need, in order to not feel threatened.
8. Do not rush- “People are often upset, anxious or distressed in some way when they have come to use for help and are trying to discuss a problem” (Use communication strategies to de-escalate the conflict, n.d.).

De-escalating an angry person in conflict:

Sometimes when we are faced with someone’s anger, we are tempted to react defensively to the words thrown at us. In defense we may stay silent or say things that might not be so nice, neither way brings peace or understanding. “The ability to de-escalate the anger of someone is a critical ability necessary for long-term success” (Schinnerer p 1).

Anticipating potential conflict:

1. Look for signs of conflict by individual body language; tightening of the jaw, and clenching fists.
2. There might be a tone of voice change; yelling or a deeper voice.
3. The individual pacing back and forth when talking.
4. The person’s focus shifts from the problem to becoming a personal one.

Conflict escalates; How to react:

1. Do not react immediately- this person is irrational and wont react with reason.
2. Analyze the situation- Let things settle and think about if the situation directly involved you. Then decide if the situation is important enough to take action on.
3. Keep a private disagreement private- It’s important to remember to keep things professional by keeping the disagreements private. Its bad practice to badmouth other co-workers, and this will continue to escalate the conflict.
4. Determine Your Approach- After you have decided if this is something you want to further involve yourself in or react to. The next step would be in involve someone higher up; manager or HR department.
5. Move on- After the dispute is resolved, it’s important to just move on and not hold onto grudges.

An organization is made up of people from different cultures, personalities, backgrounds, religion, and political differences. It’s important to keep in mind that diversity is important among team members. These differences bring about creativity and a different range of ideas to the organization. When, receiving feedback from other members, do not get defensive, raise voice, or react in a hasty way. Feedback a great way to better yourself and your job performance. Remembering to keep things professional, by keeping a good attitude, reliable, and fostering respect for others.