Table of Contents INTRODUCTION...........................................................................................................................1 1.Develop a conflict management strategy, by using one or a combination of conflict resolution approaches, to resolve the issues that you identified above.......................................1 2. Communication implications of conflict management strategy..............................................3 3. Significance of strategies and its implications on communication.........................................5 CONCLUSION................................................................................................................................8 REFERENCES................................................................................................................................9
INTRODUCTION Conflict management is defined as the practice in order to have ability of identifying and handling the conflicts in sensible manner (Soliku and Schraml, 2018). Thus, conflict in Scottish Parliament Project is natural part. It is also important that there are some people who understand conflicts and also who has knowledge of resolving them. Thus, in the following report conflicts between two members of Scottish Parliament Project has been discussed. Furthermore, various strategies has been discussed in terms of managing conflict. This report is also based on communication implications of strategy related to conflict management. In addition to this, this report also highlights on evaluation of these strategies and implications of communication has been discussed. Jameson model has been used in this report as it has been mentioned with various strategies that may help them to resolve and manage the conflict. This model also contains various reasons that may create conflicts and also discuss ways in order to overcome such conflicts and later leads the members in order to build healthy relationship. 1.Develop a conflict management strategy, by using one or a combination of conflict resolution approaches, to resolve the issues that you identified above. BasedonScottishParliamentProjectand4sourcesofconflictbetweenMr Armstrong(Project manager) and Mrs' Doig (project sponsor). Basically four interpersonal conflict were discussed between them (Barrett, 2015). The first conflict is based on personal differences due to difference in their backgrounds, experiences, perception and anticipation. Second was lack of information, role incompatibility, and environmental induced stress. From the analysis it has been found that the main cause of the project failure was the poor communication among both of them. According to conflict management strategies of Jameson's model. Interest based theories under this model, as interests are the needs, desires, concerns and fears that underlie their position. As noticed that Armstrong was concerned for the insufficient time that had allocated for the planning and design phase in result producing a tight work program that seems to be impossible to achieve according to him. On the other hand Doig was concerned for early completion and occupancy of the parliament building as it is their political objectives. 1
There are two essential paradigms of negotiations; position based and interest based. In position based negotiations, substance is crucial. Both parties i.e. PM and PS concentrate on the actual item being negotiated about. Further, in position based negotiations, the other party is seen as enemy to overcome (Brett, 2017). Both of them tend to be self serving in an effort to see victory over the other. However, it has been observed that interest based strategy also focuses on the significance of relationships, particularly if both sides work independently, they rely on each other to attain a goal or objective. The main principle of interest based strategy negotiation is to emerge a good understanding of PM and PS interests and to create a creative option that will meet those interests. Furthermore, the chances of introducing a good relationship with the other party can be increased by this approach and attaining outcomes that are mutually beneficial. The interest based negotiation started with preparation then leads to a very particular procedure to reach mutually accepted solutions. Based on the 4 sources of conflict, it can be seen that at any time conflict can occur either in the negotiation or preparation process. At the time of preparation, strong differences can lead to dispute with in the negotiation team.Moreover, not all negotiations focus on reconciling interests. Reconciling means disclosing other's deep concerns, thinking for solution and making trade off (Filippini, Koller and Masiero, 2015). One factor that significantly impact process frames is whether parties approach their dispute in terms of interests, needs, rights or power. At points it has been visible that one focuses on determining who is right and others focuses on who is more powerful. Other 2 strategies mentioned in the article of Jameson's are right-based strategies and power based strategies. The nature of the procedure used to resolve a dispute relies, to a large extent on the way in which the conflict is framed. As noticed in 4thsource of conflict, reaching agreement based on rights is often tough, where parties basically turn to a third party to decidewho is right. Therefore, very one common rights-based procedure isadjudication. This refers to a process of decision making that include a neutral third party with the right to determine a binding resolution through some form of judgement. Mr' Armstrong must present the argument and evidences to a third party who hands down a binding decision (Ghavami, Taleai and Arentze, 2016). Then comes the power based negotiation that needs to be applied in third source i.e. Role incompatibility. In this strategy of negotiation includes an exchange of threats, and power contests, in which Doig and Armstrong take actions to see who will prevail. The conflict solving processes related with the different ways of framing dispute all include transaction costs and 2
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Communication plays big role in managing conflict that takes place in Scottish Parliament Project. Negotiation is a method that helps people that are involved in project to settle their differences. It is that process by which compromise or agreement is reached while arguments and disputes were avoided. The thoughts must be put into sensible in careful manner so that it is easilyunderstandablebyeveryone.Thus,thecommunicationimplicationsofconflict management strategy has been discussed as per below context- ï·Non verbal- In every type of scenario related to communication, that is been included during negotiations, this non-verbal communication is more important. The members must pay attention to the cues that are non-verbal of the negotiator who is opposed and also to cues that is portrayed by them. Thus, if Mr. Armstrong and Mrs Doig pay attention to the non-verbal cues will help them in changing the environment by resolving conflict. ï·Verbal- Verbally being stated with negotiation plays important role in the Scottish Parliament Project. Thus, the negotiators must aim in order to follow rules that are simple in negotiation. The rules that are involved includes never raising voice, not interrupting other person while that person is speaking and not avoid by jargon that may act as difficult in order to understand by the other person. Thus, the negotiator can assess the effectiveness of the verbal communication easily by asking them to paraphrase what has been understood by them. ï·Preparation- Before beginning the process of negotiation, the members of Scottish ParliamentProjectmustprepareforexchange.Thispreparationincludesgoal identification of negotiation, brainstorming multiple solutions and also to determine the tactic of negotiation that can be used in terms of conflict management. The PM and PS must also take time in order to determine the elements of the project that they are willing to compromise so that they can reach the agreement successfully. ï·Open ended communication- The answer to the question is in one word as yes or no comes under effective communication or negotiation (Cahn and Abigail, 2014). Thus, this type of communication helps in revealing much information. The Scottish Parliament Project must ask as what can be done by them that may help them, in negotiating conflict. This will help PM and PS to focus on their needs and will help them in overcoming with their presentation in successful manner. Thus, Scottish Parliament Project must sit quietly 4
after asking the questions regarding conflict and wait for their response. They must not even try to fill the silence between question and answer with further communication. ï·Considerations- in the strategy related to negotiation, they can also use certain power plays. This can have great impact on effective communication during the exchange process. Power play is termed as sitting behind the desk and other person is exposed in just a chair in effective manner gives power to the person who is behind the desk. Thus, this plays effective role in psychological manner as it lacks in facilitating communication in effective manner. Therefore, Scottish Parliament Project must focus on creating win- win deal having honest and communication in open manner rather than tricks that helps in providing upper hand through aggression. ï·Communication channel- members of Scottish Parliament Project negotiate with variety of communication media. These varieties include telephone, writing and can be also through electronic channels. This channel involves email and teleconferencing system, instant messaging and even text messaging. It becomes important for them in order to recognise the negotiation context and also select the channel related to communication whichhelpsinmaximisingthepotentialintermsofcreatingvalueandalsoin agreements. There arises some option in choosing a channel. Thus, in such type of case it becomes important for the members to be aware of hurdles that may arise in any type of communication channels. Thus, substance and the relationship plays vital role in any type of negotiation (Menkel-Meadow, 2017).Further,effectivenegotiationisachievedwhentheresolutionofsubstanceand relationships are maintained or improved in the process. In order to avoid further conflict integrative negotiation is advised to gain win- win solution. While distributive negotiation will work only if the person is willing to make any type of compromise to the other party. Thus, if negotiation is not effective than the person must make the decision that is autocratic (De Dreu, 2015). This autocratic decision must be made by individual that are involved n top of the hierarchical structure of the Scottish Parliament Project. In addition to this, disputants can make threat in order to bring another party to give them what they want. This is done specially if the disputants are of higher status. The Scottish Parliament Project must not use this as the initial option. The negative possibilities of Threat such as media and public that are getting involved. 5
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3. Significance of strategies and its implications on communication Conflict management strategies brings effective outcomes and results and also facilitate in achieving organisational goals and objectives(De Dreu, 2015). Five approaches of conflict management i.e. forcing, accommodating, avoiding, compromising and collaborating leads to create effective communication within organisation. Following are given some significance and importance of implementing conflict resolution strategies and communication development: Making roles and things clear:Project Sponsor(PS) and Project Manager(PM) has different roles and responsibilities given according to talent and skills present in employees. Improvement in communication between employees will lead to make employees understand about their roles and duties to be performed. Management needs to provide agenda list before the meeting so that it can clear out duties of employees and will lead to bring innovative ideas and new suggestion in decision making as well. Effective involvement of employees in decision making and effective communication facilitate overall organisation to get innovative ideas and proper implementation of strategies and also better outcomes. Better solution for problems:Resolvingconflicts and disputes between employees will bring effective involvement in decision making, business activities and operations. Employees take effective part in team activities and come up with innovative ideas and suggestions(Huang and et.al., 2016, February). Team cooperation leads to create better resolution for problems which will furthermore help in achieving overall goals and objectives of organisation. Better solutions to problems can be generated through involving employees in decision making and it also develops team co-operation. Improves productivity:Clarification of roles and duties among different employees results in better outcomes and results. Every employee put their best efforts and skills in completing their duty and accomplishing task. This facilitate in increasing co-operation on the part of individual employee and increases trusts and loyalty in team. Effective involvement of employee in team activities brings effective outcomes and also leads to increase productivity and profits of company. Managing diversity:Project Manager and Project Sponsor have different backgrounds and perception as well. And this leads to create dispute and problem between them. Different perception and expectations of employee creates diversity issues. Effective communication can be maintained by resolving conflicts and disputes happening between them. Clarification of roles 6
and responsibilities among employees will make employees to put efforts in right direction and avoids happening of conflicts. It also results in managing diversity and differences between employees and brings effective outcomes and results(Rahim, 2017). Provides motivation and job satisfaction:Resolution of disputes and conflicts happening between employees leads to provide motivation and satisfaction to employees. Project Sponsor andProjectManageraimatperformingtheirrespectivedutiesandmakeseffective communication and also transfer accurate information which brings desired outcomes and results. Implementation of communication development strategies facilitate better performance on the part of employees and increase satisfaction level(Workplace Communication: Importance, Strategies & Examples, 2018). Various tools and techniques used to resolve conflicts and disputes leads to make better communication between employees. This also further creates effective involvement and motivate employee for performing better and accomplishing overall objectives. Employee retention:Effective involvement of employees in business activities and decision making activities can be developed by resolving conflicts and developing communication. Employees share and transfer accurate information and develops team co-operation which brings effective outcomes and results. Employees feel satisfied and motivated in proper working environment and tend to put their best efforts and utilize available resources. It also benefits organisationtoretainitsskilledandtalentedemployeeswithinorganisationbyusing motivationaltechniquesandalsoresolvingconflicts(Huangandet.al.,2016,February). Developing effective communication between employees leads to bring proper and accurate communication between them. This brings overall benefits on the part of providing satisfaction and reduces employee turnover. Brand image:Employees contributing their best efforts in performing their duties brings effective results in achieving overall goals and objectives. Resolution of disputes and conflicts leads to bring effective involvement in business activities and builds strong team as well. Team cooperation results in better solutions for problems, generations of new ideas and strategies, new product development ideas or implementation of strategic strategies. Project Manager and Project Sponsor and various other employees aim at performing their duties and focuses on completing task effectively. Proper contribution on the part of every employee brings better and effective outcomes for overall organisation(Masuda and Kostopoulos, 2016). This leads to create 7
and develop brand image and increases trust and loyalty of customers and various other stakeholders. Effective team collaboration:Developed communication and resolution of conflicts between employees brings better results and ensures accomplishment of overall goals and objectives. Employees performing their respective duties leads to bring better results and completion of task on given time(What Are the Benefits of Effective Communication in the Workplace, 2018). It also results in utilizing the available resources to the best and facilitate achievement of overall goals and objectives. Resolving conflicts and disputes results in building collaboration and team co-operation which facilitate overall organisation to get better results and outcomes. Improved customer relationship:Better performance of employees and team co-operation results in better outcomes(Rahim, 2017). Developing communication between employees leads to create and develop effective involvement of employees in business, decision making and other related activities. This results in bringing innovative ideas, views and suggestion of employees which can be used to develop new strategic strategies. Implementation of advanced and developed strategies leads to create brand image and also build trust in the minds of customers and various other stakeholders. Strategies help business organisation to maintain and develop effective relationship with customers and stakeholders. CONCLUSION Conflict management strategy will bring effective benefits and results. These strategies facilitate easy transfer of accurate and important information between different employees. Communication strategies guides and directs roles and responsibilities to different employees so that they accurately understand their role and bring better outcomes. Poor communication between employees leads to project failure and also creates disputes and conflicts. In this report, it is identified that conflicts, disputes and poor communication can be resolved and corrected by implementingeffectiveplansandstrategies.Accuratecommunicationbetweendifferent employees facilitate accurate transformation of information and proper utilization of available resources. Various tools and techniques used to resolve conflicts and develop communication brings benefits of employee satisfaction, their retention and also provides motivation to them. 8
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REFERENCES Books and Journals Barrett, J., 2015. The InterestâBased Bargaining Story at the Federal Mediation and Conciliation Service.Negotiation Journal.31(4). pp.431-435. Brett,J.M.,2017.Cultureandnegotiationstrategy.JournalofBusiness&Industrial Marketing.32(4). pp.587-590. Cahn, D.D. and Abigail, R.A., 2014.Managing conflict through communication. Pearson. De Dreu, C.K., 2015. Conflict and conflict management.Wiley Encyclopedia of Management, pp.1-4. De Dreu, C.K., 2015. Conflict and conflict management.Wiley Encyclopedia of Management, pp.1-4. Filippini, M., Koller, M. and Masiero, G., 2015. Competitive tendering versus performance- based negotiation in Swiss public transport.Transportation Research Part A: Policy and Practice.82.pp.158-168. Ghavami, S. M., Taleai, M. and Arentze, T., 2016. Socially rational agents in spatial land use planning: A heuristic proposal based negotiation mechanism.Computers, Environment and Urban Systems.60.pp.67-78. Harinck, F. and Druckman, D., 2017. Do negotiation interventions matter? Resolving conflicting interests and values.Journal of Conflict Resolution.61(1). pp.29-55. Huang, W. and et.al., 2016, February. Effectiveness of conflict management strategies in peer review process of online collaboration projects. InProceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing(pp. 717- 728). ACM. Masuda, A.D. and Kostopoulos, K.C., 2016. Performance in Teams: The Role of Conflict- Management Styles, Team and Leadership Identity.Rethinking Innovation: Global Perspectives, pp.238-260. Menkel-Meadow, C., 2017.Dispute processing and conflict resolution: theory, practice and policy. Routledge. 9