Conflict Management in Business Communication

Introduction

One of the most important determinants of success in any organization is the relationship between management and staff. Human relations in business is the process of building a strong workplace culture, training employees, and resolving conflicts between different parties in the workplace (Buddhodev Sinha, 2011). Simply put, it is a process that involves taking actions or making decisions that help employees feel as comfortable as possible. Understanding the different ways through which human relations can affect sustainability, profitability, competitiveness, and revenue can help improve organizational performance. However, it is important to note that issues will always arise where many people work together. It is how such issues are handled that will determine the success of a business. Furthermore, it has only been several decades since executives began putting effort into human relations, after recognizing its significant impact on organizational performance (Putnam, 2015).

Building Communication Bridges in Conflict

In organizations where many people work together, conflicts are bound to occur. Even the slightest actions or utterances can result in destructive behaviors or responses. When such conflicts emerge, it is the responsibility of management or human relations personnel to handle them properly. When conflicts are left unresolved for a long time, relationships between the opposing parties may be damaged. However, well-handled conflicts can contribute to deeper and stronger relationships and can help opposing sides work together more effectively toward achieving an organization's objectives. Proper communication skills are essential if conflicts are to be resolved effectively (Hener, 2010).

One of the most important communication skills is addressing only one concern at a time. Focusing on a single concern — and not introducing other concerns, even if related — can help find quick resolutions to workplace conflicts. Clearly specifying one issue to be addressed during a given time segment will also help avoid confusion during conflict resolution meetings. It is also important that meeting moderators caution the opposing sides against making accusations or leveling personal attacks against their opponents, as this will only create more distrust and animosity rather than yielding solutions (Aula & Siira, 2010; Siira, 2013). Effective listening — and making sure that the opposing parties truly listen to each other — is important because it helps build trust. It is also important for participants to use both verbal and non-verbal communication skills during reconciliation meetings. Moderators should make clear that the meeting's sole objective is to find solutions, not to assign blame.

References

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Hener, G. (2010). Communication and conflict management in local public organizations. Transylvanian Review of Administrative Sciences, No. 30E/2010, pp. 132–141.

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