ABS107 Managerial Communication: Strategies for Conflict Resolution

This report examines conflict management within managerial communication, focusing on a case study involving disputes between two employees. It identifies sources of conflict such as communication problems, interdependence, personal issues, and uncertainty. The report suggests a collaborative conflict resolution strategy, emphasizing active listening and verbal communication techniques. It highlights the importance of non-verbal communication in addressing emotional aspects and managerial listening in understanding employee concerns. The conclusion underscores the role of conflict management in fostering positive relationships and enhancing organizational productivity. Desklib provides resources like this report to aid students in their studies.

ABS107 Managerial
Communication

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................4
MAIN BODY..................................................................................................................................4
An overview of case study.........................................................................................................4
Determining the source of conflict.............................................................................................4
Determine involved parties of conflict.......................................................................................5
Conflict resolution strategy........................................................................................................6
Techniques and communication types for dealing with conflict................................................6
The role of non-verbal communication in dealing with the two employees..............................7
Determining how managerial listening can relate to this situation............................................8
CONCLUSION...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Managerial communication refers to creating effective interaction between the
subordinates and the manager. The concept of managerial communication results in increasing
the productivity of the organization. An effective communication between the members of the
organization results in creating the effective work environment. This helps in maintaining the
conflicts in the organization. Effective managerial communication results in effective conflict
management. This report will illustrate the concept of conflict management. Along with this, the
report will discuss on the case study in relation of describing the conflict management.
MAIN BODY
An overview of case study
The given case study is about the two employees both the employees are subordinated at same
level. Employee A has made a claim over employee B in relation of not involving her on
important communication. On the other hand, It has been stated by the employee B that, he
always invited employee A in the meetings but, she never attained it. Employee A made an
obligation on the employee B that he is doing this because of some personal issues whereas,
Employee B has claimed that Employee A is extremely lazy. There is the situation of conflict
among both the employees. This results in reducing the productivity of the employees in the
organization.
Determining the source of conflict
The source of conflict refers to the origin of dispute among the employees in the organization.
Understanding these sources is important as this helps on determining the ways under which the
conflict can resolve. Here are the major source of conflict among both the employees:
Communication problems- This is one of the major source that results in creating the conflict
among the members in the organization. The communication problems arises due to the
ineffective communication flow in the organization. (Caputo and et.al., 2019). An effective
communication results in maintaining the good relation among the employees and establish the
understanding between them. In the case study it has been found out that both the employees
were making obligation on each other instead of interacting with each other this clearly shows
that there is the communication barrier between both of them and that leads to the conflict.

Interdependence- This refers to that situation under which the one employee relies on the other
employee in order to get the work done. In such situation, there is always the disputes takes
place. The employees have to be interdependent on self in order to complete the task. This is the
duty of every employee that they should be active in relation of performing their task. (Wang,
Zhang and Deng, 2019). In given case study, employee A made allegation on employee B ans
said that he never invited her on meetings. This shows that employee A was completely
depended on employee B for attending the meeting. The employees must be active in their part
that and should have the knowledge of “when will meetings conduct”.
Personal issues- This also leads to create the conflict. Employee A stated that due to personal
issue employee B is doing this. This clearly shows that there has been some kind of issues
between them. Personal and professional issues has to be kept apart in terms of reducing the
disputes.
Uncertainty- This involves the less knowledge regarding the directions that are needed to
achieve the goal. (Elgoibar, Euwema and Munduate, 2017). The main goal was to increase the
sales. The proper planning towards the goal results in clearing the directions that are needed to
be followed by the employees. But lack of planning towards the achievement of the goal leads to
creating the disputes.
Determine involved parties of conflict
The involved parties view regarding conflict is due to lack of communication and
decision-making procedure that impact and emphasize problem among employee A and B. In
order to this, they both have issue as they don't work in systematic manner as they have conflict
of Employee A not attends the meeting and on the other hand, she thinks that Employee B not
invite her for meeting (Bashir, Mahnaz and Abbas Malik, 2021). So, to overcome issues and
challenges by conducting productive approach through emphasize better communication and
understand each other point of view clearly helps in solving problem. This helps in making
sustainability of business and conducts positive approach for business respectively. By
conducting effective communication and talk with each other helps in solving conflict that arise
among two employees. Through reducing problem and work in effective manner. This helps in
making team productive and laziness overcome by not personal attack on each other. Also,
maintains good relationship with each other that helps in making sustainability and efficiency in
desired manner. In accordance to this, the conflict arise because of lack of communication,

laziness and not understanding each other thoughts, views properly. By overcoming threat and
issues helps in making efficiency and productivity through leading and emphasize better
relationship to solve issues and challenges effectively. As they both have different perception
regarding the viewpoint of conflict that arise among them. Employee A thinks that Employee B
not involve her in meeting and impact on team performance (Wallensteen, 2021). While,
Employee B is saying that he invites to Employee A, but every time she excuses and not
attended meeting. Though whole conflict arise among them that faced by both employee.
Conflict resolution strategy
In order to this situation, the most suited strategy for this conflict is collaborative style
through these helps in making better communication and derives sustainability growth. As both
employee work in effective manner by putting their efforts and conducts better relationship
among them (de la Miyar, Hoehn-Velasco and Silverio-Murillo, 2021). The collaborative
strategy helps in making them both employees by collaborating both of them and overcome their
conflict by creating better collaboration among them. This style is best considered for solving
problem as per the situation as in both employees there is communication, interdependency and
other key problems are there. To overcome issues and challenges by making collaboration
through understanding each other viewpoint and discussed by solving problems of employees
helps in reducing conflict and make them functioning in smooth manner. By these conducts
positive approach and solves problem by collaborating with each other. This helps in making
effective communication and conducts productive approach through deriving sustainability
growth of business in desired manner. By collaboration resolution strategy helps in making good
and better relationship among them through solving their conflict by working in systematic
manner. As this strategy helps in solving situation and emphasize good approach among them by
working in respective manner (Ali, Xu and Ahmad, 2021). Though it helps in emphasizing
productive approach through collaboration among employees. By facilitating good approach.
Techniques and communication types for dealing with conflict
In order to deal with conflict, the techniques used for this is listened actively of each
other point of view. By this helps in solving problem through discussing and knows each other
view by reducing issues. This helps in making great understanding and reducing challenges by
working in systematic manner (Lee, 2021). Through these helps in building better understanding
and conducts effective communication that helps in increasing success of business. It helps in

making sustainability and derives productive approach for business and employees. By
emphasizing communication strategy of verbal communication helps in making sustainability
growth through listen to each other opinions and helps in making effective approach through
working in systematic manner. The communication strategy helps in facilitating productive
approach by overcoming issues and challenges by working in smooth functioning of business.
Through facilitating techniques and communication methods helps in conducting productive role
by working in systematic manner through building good relationship and knowing each other
viewpoint effectively (Folger, Poole and Stutman, 2021). It helps in facilitating good approach
through building good relationship and working in effective manner by conducting good
relationship among employee a and b. As they have conflict due to facing issues of
communication, interdependency and other functions. This helps in making better approach by
emphasizing techniques and communication strategy helps in conducting productive approach
for them. Through maintaining better relationship and reducing challenges that occurred due to
lack of communication. In order to this, it helps in making better relationship by working in
systematic manner through functioning of business effectively.
The role of non-verbal communication in dealing with the two employees
The non-verbal way of communication refers to paying attention towards the emotional aspects
of the employees in order to understand their issues and problems. This does not involve the
process of speaking and listening. This involves the good gestures and attention towards the
employees. This is the best way to make interaction with the employees by solving their issues.
The given study has shown that both the employees were facing the emotional issues. For
example: Employee A has a feeling that Employee B not involving her due to personal issues.
On the other hand, Employee B has a feeling that he is not getting the value and his morals are
getting ignored by this obligation. In such situation, the employees does not feel to make
communication with anyone. They just feel demotivated.
In such situation, Non-verbal communication has been proven effective enough in terms
of dealing with the employees. Paying attention to the problem of both the employees and giving
them good gesture results in gaining their favour towards the manager. (Primachev and
Aleshina, 2021). Under non-verbal communication, the message has been transferred through
the body language. Therefore, proving effective gesture along with maintaining eye contact with

the employees creates a sense in them that, they are important for the organization and this
results in solving the issues by increasing their morals.
Determining how managerial listening can relate to this situation
The concept of managerial listening refers to giving proper attention towards the problems of the
employees. Hearing the problems has been considered as task on the other hand, listening the
problems has been considered as the skill. (Simatova and Til, 2020). As the listening power of
manager enables the manager to understand the different factors that are contributing in the
problems that has been faced by the employees. A better understanding is always leads to better
advice and this further leads to solving the problem.
The given situation has shown that both the employees were feeling unsatisfied. In such
situation, the managerial listening enables them to share all those factors that are leading
towards these problems. And when all the factors are determined then it results in better
understanding of the issue by the manager. And the decision has been taken according to that.
For example: there was lack of understanding between both the employees. (Pikhart, 2017).
Therefore, in order to resolve this, effective communication strategy has to be followed in the
organization.
CONCLUSION
From the above report it has been concluded that, the conflict management plays an
important role in solving the disputes among the employees in the organization. The conflict
management focuses on the positive aspects of the conflicts rather than focusing on the negative
aspects of the conflicts. This has been considered as the best way for reducing the disputes
among the employees. The manager in the company is accountable for resolving the disputes
among the employees by implementing effective managerial communication in the organization.
The less number of conflicts among the employees results in maintaining the effective
relationship between the members of the organization. And this further helps in increasing the
productivity of the employees in the organization. As a result, the over all productivity of the
organization increases.

REFERENCES
Books and Journals
Caputo and et.al., 2019. Ten years of conflict management research 2007-2017: An update on
themes, concepts and relationships. International Journal of Conflict Management.
Elgoibar, P., Euwema, M. and Munduate, L., 2017. Conflict management. In Oxford research
encyclopedia of psychology.
Pikhart, M., 2017. Managerial communication and its changes in the global intercultural
business world. In SHS Web of Conferences (Vol. 37. p. 01013). EDP Sciences.
Primachev, I.E. and Aleshina, L.N., 2021. DIFFERENT ASPECTS OF INTERCULTURAL
NONVERBAL COMMUNICATION IN BUSINESS. Л59 Лингвистика и
профессиональная коммуникация: Сборник научных, p.203.
Simatova, A.E. and Til, J.J., 2020. NONVERBAL COMMUNICATION IN BUSINESS
COMMUNICATION. In Потенциал российской экономики и инновационные пути
его реализации (pp. 231-233).
Wang, Y., Zhang, K. and Deng, Y., 2019. Base belief function: an efficient method of conflict
management. Journal of Ambient Intelligence and Humanized Computing. 10(9).
pp.3427-3437.
Bashir, Z., Mahnaz, S. and Abbas Malik, M.G., 2021. Conflict resolution using game theory and
rough sets. International Journal of Intelligent Systems. 36(1). pp.237-259.
Wallensteen, P., 2021. Disaster and Conflict: Conflict Formations in the Sahel and the Horn of
Africa, 1971–1976. In Peter Wallensteen: A Pioneer in Making Peace Researchable (pp.
553-567). Springer, Cham.
de la Miyar, J.R.B., Hoehn-Velasco, L. and Silverio-Murillo, A., 2021. Conflict resolution under
the COVID-19 pandemic. International Journal of Conflict Management.
Ali, S., Xu, H. and Ahmad, N., 2021. Reviewing the strategies for climate change and
sustainability after the US defiance of the Paris Agreement: An AHP–GMCR-based
conflict resolution approach. Environment, Development and Sustainability, pp.1-32.
Lee, M.R., 2021. Leading virtual project teams: Adapting leadership theories and
communications techniques to 21st century organizations. CRC Press.
Folger, J.P., Poole, M.S. and Stutman, R.K., 2021. Working through conflict: Strategies for
relationships, groups, and organizations. Routledge.