Analyzing Conflict Resolution in Managerial Communication: A Report

This report delves into the crucial topic of conflict resolution within the context of managerial communication. It begins by outlining a comprehensive conflict management plan, detailing the necessary steps for resolving workplace disputes, from clarifying the issues and establishing common goals to identifying barriers and implementing effective solutions. The report then explores the various sources of conflict, including information gaps, environmental factors, skill deficiencies, and value clashes, using a case study involving two employees with differing perceptions of a conflict. It analyzes the perspectives of the involved parties, employee A and employee B, and recommends the 'collaborating' strategy as the most suitable conflict resolution approach. The report further examines various communication techniques and methods, such as compromising, gathering all employees, being impartial, promoting teamwork, and emphasizing non-verbal cues and managerial listening, to effectively address and resolve conflicts. Finally, it emphasizes the importance of effective communication and provides a theoretical communication approach to maintain balance between employees and management.

Managerial Communication
Conflict Resolution

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Conflict Management Plan .........................................................................................................3
Source of conflict........................................................................................................................4
Perceptions of involved parties about conflict............................................................................5
Conflict resolution strategy best suited for situation...................................................................5
Techniques and communication methods...................................................................................6
Role of non verbal communication.............................................................................................7
Managerial listening....................................................................................................................7
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Conflict management helps in enhancing learning of employees and group outcomes, in
an organisation it is important to solve the issues among workers to increase the overall
productivity. In the given case there is conflict between employee A and B, to resolve the issues
what strategy can be used is discussed, parties involve in conflict and their perception,
communication techniques to solve the issue.
MAIN BODY
Conflict Management Plan
To solve the issues or conflicts a manager should make conflict management plan. There
is process to solve conflict among employees at the workplace. Steps are:
Clarify what the agreement is : The first step is to identify what is the issue among employees
and why they fight. The aim of this step is to agree both the parties and identify the reasons why
conflict arise. During this process a manager should collect more information and try to
understand the issue.
Establish a common goal for both parties : To solve the conflict that is arise between two
employees manager should establish a common goal for both the parties and give them time
period within which they have to finish the work. In this way they will resolve their issues.
Discuss ways to meet the common goal: After establishing common goal now discuss the ways
or make strategies and plans to achieve those goals. There are many ways or plans to resolve the
issues (Bals and et.al., 2019).
Determine barriers to the common goal: The next step which is to be followed by manger to
find the solution to resolve conflict is to determine barriers that are affecting employees in
achieving common goals. There can be m,any barriers like other workers are distracting,
misunderstanding, confusion.
Agree on the best way to resolve the conflict : The last step is to implement the best way by
which problem or conflict can be solved. It is important for manager to find good solution to
solve the conflicts between employees because it disturbs the whole environment of
organisation.

Source of conflict
There are many sources of conflicts, as in the organisation issues can be arise by task in
dependencies, communication problems, lack of common performance standards and individual
differnces. The main sources due to which conflict arise among employees are:
Information – This is the main source of conflict among employee because sometimes due to
improper structure information does not reach to correct person and something remains missing.
The person who is sending the message forget some points to be mention and due to this
incomplete message is received by receiver which leads to conflict between them (Bucăţa and
Rizescu, 2017).
Environment – There is something or some elements are present in the environment which leads
to arise in conflict. For example, some workers join the organisation to arise conflicts and disturb
the whole working in the company. They create problems between two people by creating
confusion among them and misunderstanding. There are many disturbing elements in the
company who want that work of the organisation gets disturbed and they create
misunderstandings among other employees.
Skills – People in the organisation lack the appropriate skills for working in the company. Some
workers are not having proper skills that are essential in an organisation. Managers of every
company want that candidate they are selecting should have necessary qualities like, how to
communicate with people, work in a team or group, how to solve the issues, take quick and good
decisions for the benefit of company. Sometimes, persons are not having qualities and then it
becomes source of conflict (Lacity and Willcocks, 2017).
Values – It can be refer to as a clash of personal values leads to conflict. There are different type
of people working in the company, all are having different qualities and skills, their behaviour is
also different. So, due to this reason conflicts can arise among employees and this affects the
working of the company.
There can be other sources or reasons for conflict as in the case employee A thinks that she is
deliberately being out of meetings and e mail communications and he think that employee B is
having personal problem and due to that she is not invited in any meeting or mail
communications. Yes, it can stem from n ore than one because conflicts can arise on any topic.

Perceptions of involved parties about conflict
In the case two parties are involved i.e., employee A and employee B. according to
employee A she has left out of important communications of the company and also not involved
in decision making process which is affecting her ability and she is not able to use her skills
properly. She felt that this was due to underlying hostility from employee B. She thinks that
employee B is deliberately keeping her out of the meetings and e mail communications. She is
saying right as she is having right to take decisions as it is strength of her, may be she is good at
taking decisions which are beneficial for the company as well as for the workers (McKibben.,
2017).
According to employee B, A is not having sufficient experience and meetings are not
relevant for A and always claims that she creates conflicts. The e mail communication that she
has been left out was not relevant for her and other meetings also was not related to her field.
Employee B knows that which meeting or e mail is important for her and he will involve A in the
meeting.
Both the employees have different perception and may be both are correct, so it is duty of
manager to solve conflict by identifying correct problem and different alternatives which
organization can apply. Without gathering relevant information no decision should be given by
managers because it is not correct procedure to solve the issue. All are having equal right to
speak and share their views regarding topic (Meng and Boyd, 2017).
Conflict resolution strategy best suited for situation
It is important to solve the conflicts as soon as possible because in an organisation if two
employees are having issues then other workers are not focusing on achieving goals and
objectives of the company, which is not good. So, managers should try to find solutions of
problem soon and all the employees can do their work properly. There are five conflict resolution
strategy that an organisation can use to solve the issues i.e., avoiding, defeating, compromising,
accommodating and collaborating. According to the situation company can use strategy which
will be helpful in making good decisions and solve conflicts quickly (Prasad, 2020).
In this situation collaborating strategy can be used by the managers to solve the issue. In
this conflict resolution strategy managers of the company try to satisfy all parties that are
involved in case. This type of strategy is highly assertive and cooperative. The objective of

collaborating strategy is to satisfy all parties and this is a win/win solution. Managers want to
improve relationship of employees and all the workers should perform their task efficiently and
effectively. In the case both employees may be correct so before taking any decision manager
should ask other workers and take their suggestion. Collaborating strategy will help in finding
easy solutions to conflicts and both the parties will be satisfied. There should be no
discrimination while making decision, all the employees should be treated equally.
Techniques and communication methods
To solve conflicts among employees within the organisation managers should use
different techniques and communication methods so that issue can be solved as soon as possible.
In this case techniques that can be used to clear issues are, compromising , collaborating , gather
all the employees, be impartial, broadcast praise, promote teamwork, do not postpone conflict
resolution. All these are some techniques that will be helpful for managers in finding solution of
the problem. Managers should promote teamwork or give more task in groups to improve trust
and communication among workers. If they will interact more with colleagues they will build
trust and this will increase overall productivity of company (Wu and et.al., 2017).
In the given case managers should arrange a meeting in which gather all the employees
and take their views about problem. Most of the time, colleagues know better than managers
about issues and they give suggestions which may work in solving issue. Firstly, listen to what
both the parties are trying to say and after listening to them give your opinion, analyse situation
carefully and understand all the points carefully. While making decisions manager should be
impartial, not support any one party and give decision without listening whole problem. There
should be no delay in resolving conflicts because if decision is not taken then it can create
problem and later may be it becomes huge issue for the company.
Communication methods
In the case firstly read non verbal cues, then managers should know when to interrupt and
when to stay quiet. It is the duty of manager to listen both the parties view and also gather other
employees to know what the matter is and how to solve the issue. All the persons should have
clear views and thoughts so that better solution can be find to solve conflict. While speaking one
should be clear and give proper information so that decision can be taken for resolving the issue.

Role of non verbal communication
Non verbal communication plays crucial role in dealing with two employee as it helps in
conveying reinforcing or contradicting verbal communication. It helps in influencing people and
satisfying them, it helps in finding solution for how to solve the problem. Non verbal
communication refers to gestures, facial expression, body language, eye contact, posture, tone of
voice while interacting or communicating with people without using language. It helps in
building trust, clarity and add interest when talking with someone. In some situations body
language or non verbal communication is sufficient to satisfy persons. It helps in solving issues
or conflicts among employees and maintain good environment in the company.
Managerial listening
Listening to things carefully is important for everyone because to understand the
situation, first step is to listen properly what a person want to say. Don't interrupt when person is
telling about conflict. To be a good speaker one should be a good listener, so it is essential for
managers to listen carefully. Proper listening will help an individual person in identifying what is
the matter and can take decisions according to that. In an organisation employees should listen
properly what their senior is saying, how they have to do their work. To avoid confusion or
misunderstanding everyone in the company should listen carefully.
In this situation listening plays an important role as employee A and employee B does not
interact with each other. Employee A does not talk to B and did not even try to know what is the
problem. Employee B also does not take efforts to clear conflict, due to lack of communication
conflict arise. They should listen to each other's view before creating an issue.
Theoretical communication approach
Communication is important in organisation otherwise conflicts arises, managers should
made proper structure which defines which person has to interact with whom. It will help in
reducing confusion and duplicate work. It helps in making good decisions and make plans or
strategies for future career growth. Communication can be done through verbal and non verbal
form. There should be proper interaction between workers so that there will be less chances of
confusion and misunderstanding. Effective communication helps companies in maintaining
proper balance between employees and management.

CONCLUSION
From the report it can be concluded that, organisations should take necessary steps to
solve the issues because it creates disturbance in the company. In the report sources of conflict
are described and perceptions of employee A and employee B. conflict resolution strategy that
can be used by the company to solve the conflict like collaborating which is win/win situation,
both the parties will be satisfied. Techniques and communication methods used for dealing with
the conflict. Role of non verbal communication and importance of managerial listening is
described.

REFERENCES
Books and Journals
Bals, L., and et.al., 2019. Purchasing and supply management (PSM) competencies: Current and
future requirements. Journal of purchasing and supply management. 25(5). p.100572.
Bucăţa, G. and Rizescu, A. M., 2017. The role of communication in enhancing work
effectiveness of an organization. Land Forces Academy Review. 22(1). pp.49-57.
Lacity, M. and Willcocks, L., 2017. Conflict resolution in business services outsourcing
relationships. The Journal of Strategic Information Systems. 26(2). pp.80-100.
McKibben, L., 2017. Conflict management: importance and implications. British Journal of
Nursing. 26(2). pp.100-103.
Meng, X. and Boyd, P., 2017. The role of the project manager in relationship
management. International Journal of Project Management. 35(5). pp.717-728.
Prasad, L.M., 2020. Principles and practice of management. Sultan Chand & Sons.
Wu, G., and et.al., 2017. Investigating the relationship between communication-conflict
interaction and project success among construction project teams. International Journal
of Project Management. 35(8). pp.1466-1482.