Effective Communication Skills- PDF

Effective communication skills
and how it can affect workplace
behaviour

Table of Contents
INTRODUCTION...........................................................................................................................1
ESSAY.............................................................................................................................................1
“KNOWLEDGE AND UNDERSTANDING OF CONFLICT MANAGEMENT TO RESOLVE
SITUATION OF CONFLICT AT WORK”....................................................................................1
Conflict situation that I personally experienced ....................................................................1
Issues during the conflict........................................................................................................2
Approach used to solve the conflict.......................................................................................2
APPROPRIATE COACHING TECHNIQUES TO IMPROVE PERFORMANCE OF AN
INDIVIDUAL AT WORK..............................................................................................................3
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Good communication is an essential tools in order to achieve the productivity as well as
maintaining the strong working relationship at all levels of the company. One who invest time as
well as energy into delivering clear lines of communication will rapidly build trust amongst
employees and it will also lead to increase the output and productivity. Effective communication
plays a great role in the conflict management at workplace. Conflicts and battles are inevitable in
workplace of any organisation as it can arise in between any people like co-workers,
subordinates and supervisors or often between employees and external stakeholders (Klinke,
Renn and Lehners, 2018). Thus, in this present report, the skills required for effective
communication at workplace in order to resolve the problems. In addition to this, this report also
make the clear understanding of how a person used proper coaching techniques to improve the
performance of individual at workplace.
ESSAY
“KNOWLEDGE AND UNDERSTANDING OF CONFLICT
MANAGEMENT TO RESOLVE SITUATION OF CONFLICT AT
WORK”
Conflict situation that I personally experienced
I used to be a bartender at a famous restaurant in London known as the Ledbury, the
owner of the restaurant was quite tolerant of customers coming at night and being aggressive.
The restaurant was lower classed, not it was very luxurious, that was a place I think I would go
for having decent Italian food at low and reasonable price. I was very friendly with the customers
and knew a few who were visiting regularly to the restaurant. They were nice people and I
wanted to take care or look out for them. So, when some drunk young guys came into the
restaurant, I stopped them and asked them to leave. They were highly drunk, yelling and acting
rude. I told them to leave else I will call the cops . After a little argument they left, I threatened
them as they were disturbing other customers in the restaurant. But my boss when heard my
words of calling the cops, he got upset and angry. He was not okay with my asking those guys to
leave.
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Issues during the conflict
My boss said that I should not kick customers out of the restaurant as it affects
reputations of the business. He also scolded me saying that we can cannot discriminate people. I
was shocked by hearing these statement from my boss as I thought asking those young drunk
guys to leave was my duty and I did it properly. I knew those guys were not likely to visit the
restaurant in future. But they were disturbing the existing customers in the restaurant who can
visit us again. My boss said that drunk people are some of the highest income source or paying
customers for the restaurant because they keep drinking alcohol when they visit the restaurant. I
had accepted his statements if I was working in a night club or bar but the Ledbury restaurant
was a dining destination in which I had to look after decent customers also.
Approach used to solve the conflict
My boss started cutting my shifts after this particular incident, I think the kind of
atmosphere which I wanted was not similar to the expectations of my boss. Due to this incident I
started getting one shift in every two weeks, so I decided to quit the job and started finding
another. We did not talked much about the situation as their was a communication and language
barrier among me and my boss . He used to speak very little English as his native language was
Cantonese. I guess this was the main reason he did not discussed about my shifts and that he did
not wanted me to work in his restaurant any more. I knew his intentions due to which he cut my
shifts. I finally decided to use my communication skills in order to resolve this conflict or issue. I
went to my boss to have a communication regarding the incident. Most of the conflicts at
workplace can be avoided or resolved with the help of effective communication. I knew it was
hard for me to leave my job and find another in a small time period. I understood the
WIIFM(What's in it for me) factor, it was me who needed the resolution of conflict much. I
talked to my boss that reputation of the restaurant can also be spoiled if drunk customer
misbehave with other customers. There are many decent customers who can be disappointed by
the behaviour of drunk people. My boss realised that there I was concerned about the reputation
of our restaurant. I also provided a alternative solution for resolving this issue, I suggested my
boss to develop two different segments or areas in the restaurant. In one area only young people
who are interested in drinking can enjoy their time and in other area families will be allowed to
have a nice dinner without any disturbance. My boss was impressed with my idea and
appreciated for my innovative thinking. He said he will not cut my shifts and ensured me that in
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future he will communicate with me before taking any action so that conflicts can be avoided. I
think that my knowledge and understanding of managing conflicts at work place helped me to
resolve this situation (Rahim and et.al., 2017). I know that communication is an essential
technique through which any kind of conflict situation can be resolved. When two people speaks
and listen to one anther they share their views and ideas as well as understand the view points
they have with respect to a particular situation. Good communication practices can assist
employees to resolve issues among them easily.
APPROPRIATE COACHING TECHNIQUES TO IMPROVE
PERFORMANCE OF AN INDIVIDUAL AT WORK
Coaching is an important element that helps in developing the skills and knowledge of an
individual or employee working in an organisation. In a business or organisation managers are
responsible for coaching and training of the employees. It helps in guiding individuals
appropriately to achieve their personal or professional goals and objectives (Passmore and
Oades, 2016). There are various steps of coaching which can be helpful in improving
performance of an individual at work. These steps are as discussed below:
It is essential to show confidence in the ability and willingness of employees to solve any
issue or problem at a workplace. The coach can ask them to help in solving any issue or
improving their performance (Coaching, 2017). Asking employees to join in the goal of
increasing effectiveness of each and every functions and contribute in the improved performance
of the overall organisation.
Describing the problem related to the employees is also a effective step which can used in
coaching. It is important to focus on the behaviour and problem that needs improvement instead
of focusing on the person. Description of the behaviour can be used with examples so that the
employee and coach can easily share their ideas and thoughts. Communication can help in
describing the problems or issues employees are facing while working or performing their roles
at the workplace (Neenan, 2018).
Determine if there is any issue exist that is becoming a barrier to the ability of employees
to perform or accomplish any task or activity. The four major barriers can be training, tools, time
and temperament. It is important to identify ways in which these can be controlled and managed.
It is important for the coach to determine and fulfil the needs of employees to remove the
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barriers. It is a key role and responsibility of a coach or manager that can help in improving the
performance of the individual working in an organisation.
The next step is to agree on a written plan of actions that consist each and every activity
or function a employee,manager, HR etc, will perform in order to resolve any problem identified.
It is very important to determine the main goals and objectives that the employees must meet in
order to achieve the appropriate performance level that is required by an organisation (Garvey
and Megginson, 2017).
Setting a date and time to follow up, this is last and essential step in coaching that can be
helpful in improving employee performance. It is important to determine if there is a need of a
critical path, so that the coach or managers can measure the progression of the employees. It is
also essential to motivate or encourage the employees, the manager needs to show confidence in
the ability of employee to improve their performance. An individual is only the responsible
person to improve his or her performance, the only thing a coach or manager can do is to
support, identify and provide suitable guidelines and assistance that can boost their performance
(Ha and Liu, 2014).
In addition to this, clearly description of something needs to make changes. With the help
of key motivator, it focuses on meaning to our work. Fundamental aspects of this element can be
develop positive results with strategy, plans, roles and rewards. Among all team members it is
essential to increase performances that affect to the team and ultimately its effect on the job
security, promotional opportunities, recognition, etc. Furthermore, it also contains financial
reward, project, etc. that assists to accomplish more effective results at workplace.
Moreover, it is essential to focus on the employee understand which assists to maintain
clear discussion in appropriate manner. With this regard, in a particular situation appropriate
break will be consider to focus on the understanding which increase listening capability to take
appropriate judgement as well (Garvey and Megginson, 2017).
Along with this, it is essential to focus on ideas that must be discuss for potential solution
and approaches. Continue discussion also assists to focus on identify root cause for filling
appropriate performances' gap. Along with this, focus on performances also needed that would
be beneficial to ensure that effectiveness will be successfully develop at workplace. It helps to
collaborate SMART objectives which includes specific, measurable, achievable, relevant and
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time frame. In this way, performances goals can be accomplish on the basis of effective
performances and problem solving.
Recognise positive movement also take efforts that assists to encourage continue progress
in the business. With this regard, on the basis of agreed goals, well things will be performed to
reinforce it. It demonstrates appreciation to do tasks and perform several functions accordingly.
It helps to boost accountability and performances in positive manner that assists to make
appropriate commitment instead of performances. As a result, desired level of outcomes will be
accomplish in positive manner (Passmore and Oades, 2015).
Coaching is one of the critical aspect which would be beneficial to focus on the goals and
objectives to accomplish desired level of results. In this consideration, it is important to focus on
the high performances of employees which would be beneficial to reduce anxiety and stress of
increasing multiple responsibilities. It is most effective way for development of employees to
attain more creative results at workplace (Garvey and Megginson, 2017).
CONCLUSION
From the above report, it can be concluded that conflict management is most important
perspective in hotel or restaurant. With the help of good communication, it can be stated that
productivity and effectiveness of the restaurant can be successfully develop to focus on the issues
that are occurred in the business. With the help of appropriate communication level, systematic
work would be develop that assists to reduce negative impact. Furthermore, it summarised about
approach that used to solve conflict from the business and need to focus on the appropriate work
that ascertained to attain more desired level of results. In this way, it is essential to concentrate
on the appropriate coaching techniques that assists to improve each individual performances at
workplace. With this regard, confidence of people will be successfully build to develop ability
and willingness to solve issues and problems. Goals and objectives can be increasing
effectiveness to focus on the functions and contribute effective performances to improve desired
level of results.
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REFERENCES
Books and Journals
Garvey, B., Garvey, R., Stokes, P. and Megginson, D., 2017. Coaching and mentoring: Theory
and practice. Sage.
Ha, S. and Liu, C.K., 2014. Iterative training of dynamic skills inspired by human coaching
techniques. ACM Transactions on Graphics (TOG). 34(1). p.1.
Klinke, A., Renn, O. and Lehners, J.P., 2018. Ethnic conflicts and civil society: proposals for a
new era in Eastern Europe. Routledge.
Neenan, M., 2018. Cognitive Behavioural Coaching: Distinctive Features. Routledge.
Passmore, J. and Oades, L., 2015. Positive Psychology Coaching Techniques: Positive Case
Conceptualisation. Source: The Coaching Psychologist. 11(1). p.3.
Passmore, J. and Oades, L., 2016. Positive Psychology Coaching Techniques: Gratitude. Source:
The Coaching Psychologist. 12(1).
Rahim, M.A., 2017. Managing conflict in organizations. Routledge.
Online
Coaching. 2017. [Online]. Available
through:<http://www.businessdictionary.com/definition/coaching.html>.
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