Conflict Resolution - Communication Skills 2 PDF

COMMUNICATION SKILLS 2 Pharos University in Alexandria Topic 5: Conflict Resolution Communication Skills 2 – Conflict Resolution Thomas J. Mitchell is known for developing a widely cited definition of conflict in his 1981 book "People in Organizations: An Introduction to Organizational Behavior"....

COMMUNICATION SKILLS 2 Pharos University in Alexandria Topic 5: Conflict Resolution Communication Skills 2 – Conflict Resolution Thomas J. Mitchell is known for developing a widely cited definition of conflict in his 1981 book "People in Organizations: An Introduction to Organizational Behavior". According to Mitchell, conflict is: "A process that begins when one party perceives that another party has negatively affected or is about to negatively affect something that the first party cares about." This definition implies that conflict is not necessarily a negative or harmful force, but rather a natural part of human interaction that can arise when individuals or groups have different goals, values, or perceptions. Components of Conflict: 1. Disagreement: it may be a real or perceived disagreement or misunderstanding or specific situation. 2. Parties: it is the perception of parties to their role, situations or past experience. 3. Threats: it may be a real or perceived threats such as change in attitudes, emotions or feedbacks. 4. Needs/Concerns or Fears: it may be a specific problem related to emotions or concerns not satisfied or even fears. The iceberg theory of conflict is a popular metaphor used to explain the hidden factors that contribute to conflicts. It highlights the idea that conflicts are often more complex than they appear on the surface. The visible aspects of conflict, such as disagreements, or physical confrontations, are often symptoms of deeper factors that are not immediately apparent. These hidden factors can be related to individuals' personal experiences, background, values, and beliefs, as well as broader societal, cultural, or historical factors. This theory was first introduced by Sigmund Freud, and later developed by scholars in various fields, including psychology, sociology, and conflict resolution. Communication Skills 2 – Conflict Resolution Conflict Resolution Skills: The conflict resolution has different skills needed like Active listening, communication and in- depth analysis as the iceberg theory referred. If parties only focus on the visible aspects of conflict, they may overlook the deep factors of the conflict and fail to find a lasting solution. Therefore, effective conflict resolution requires parties to identify and address these hidden factors, which may involve a process of uncovering and exploring the root causes of the conflict. The iceberg theory also highlights the importance of communication in conflict resolution. Parties may have different perceptions and interpretations of the conflict, and may be unaware of the underlying factors that are contributing to the conflict. By engaging in open and honest communication, parties can share their perspectives and gain a better understanding of each other's needs, interests, and concerns. This can help to build trust and facilitate the resolution of the conflict. The following skills are needed in any conflict resolution phase. 1- Active Listening. 2- Accepting Criticism. 3- Attention to Non-Verbal Communication. 4- Attention to signs. 5- Do not neglect. 6- Explain your point in different ways. 7- Understand the reasons. Active Listening: Active listening is the ability to focus completely on a speaker, understand their message, comprehend the information and respond thoughtfully. Active listening means to understand someone even if he/she cannot explain. It includes different skills & acts such as listening to the content, listening to the emotions, summarizing, objectivity, be aware of the body language, explanation, show attention, ask questions, rephrase your ideas & emotions, understand the others’ emotions & ideas, self- awareness, calmness & silence. The whole puzzle: Any learning or changing experience carries different layers inside it. This is applicable also in any situation or conflict. According to Roberts Dilts, it includes the environment, behavior, capabilities, values & beliefs, identity, and finally spirit. This leads us to the Leadership skills needed during work or conflict specifically. It means the need for active listening, flexibility, open communication, empathy, strategic thinking, creativity, positivity and conflict resolution. Communication Skills 2 – Conflict Resolution Mediator: This leads us to the mediator job in any conflict resolution. Mediator is an objective person who help parties to communicate easily, express their emotions to each other, show them the hidden factors and resolve the conflict. On the other hand, the parties can have a negotiation skill which are as followed. Negotiation skills: are qualities that allow two or more parties to reach a compromise”. Always remember that negotiation is always a win-win situation. How to Negotiate: 1- Know your Self: do you really need this? Your capability of doing it 2- Know the other party: are they willing to negotiate to? Their strengths and weaknesses. The more you know about the other party the more likely you have a successful negotiation. 3- Time: Choose the perfect time to start your negotiation” Remember emotional intelligence” 4- Physical location: Choose a familiar place to be 5- The way out: always prepare yourself for the worst scenario where you should freeze the deal. Communication Skills 2 – Conflict Resolution Two scenarios for any agreement: Best Alternative to a Negotiated Agreement (B.A.T.N.A) 1- Always brainstorm your BATNA`s. 2- It is essential to have more than one BATNA. 3- Search the other party BATNA`s. 4- Make sure your BATNA`s are attainable. 5- Consider the sunk cost guilt and time restrictions Worst Alternative to a Negotiated Agreement (W.A.T.N.A) Make sure you consider your WATNA`s Never Reach your Reservation point “The point where you start losing the negotiation profit” Make sure you have a plane for your way out.