Communication and Conflict Resolution

Best Communication Skill

Robbins states communication as the transference and understanding of meaning (p.205). The final function that communications performs is related to its role in facilitating decisions by transmitting the data to identify and evaluate choices (Robbins, 2000, p.206). Many of us are poor listeners. Why? Because it is difficult and it is usually more satisfying to talk (Robbins, 2000, 217). One solution to improve communication is "Active listening". Active listening is a dynamic way of communication where both parties are involved. On the other hand how can we resolve organizational problems? One of the best conflict management methods to deal with conflict is to compromise.

Best Communication Skill

Making eye contact is an essential active listening skill as Robbins states, since it "focuses one's attention, reduces the potential for distractions, and encourages the speaker" (p. 471). By having eye contact while speaking, the parties involved in this sort of communication use more than one sense at a time, which in turn allows them to retain more information. If no eye contact were present, it would not be possible for either party to interpret whether or not the point came across.

In addition to the preceding skill, effective active listening includes facial expressions and body motions, which relay to the speaker that the audience is attentive and comprehensive of the subject matter. Otherwise, not seeing any expressions from the audience, the speaker will get discouraged assuming communication is lost.

Paraphrasing is a necessary element in active listening. The reason it is very effective is that by rewording the other party's comments, one tends to affirm the conveyed meaning. According to Robbins, "Paraphrasing acts as an excellent control device to check on whether one is listening carefully. It is also a control for accuracy" (p. 472).

Another aspect of active listening is asking questions. Going back and forth using questions and answers tends to clarify the vague areas and reassures understanding of the topic between communicators. On the other hand, there could be a gap in the transfer of information that the speaking party would not realize unless questions are asked.

"The root of misunderstandings isn't necessarily due to confusing information, but rather to poor listening habits" (Beck, 2001). To effectively communicate, one "should have a solid grasp of the topic under discussion" (Beck, 2001). Communicating is nothing but the transfer of information from one party to another. Using multiple senses during the course of communication optimizes the transmit of information between the parties, which in turn greatly improves communication.

Best Conflict Management Method

Conflict is defined as "the interaction of interdependent people who perceive a disagreement about goals, aims, and values, and who see the other party as potentially interfering with the realization of these goals" (Thompson, Aranda, & Robbins, 2000). Conflict, when dealt with constructively, can produce creative ideas and new perceptions that can contribute to the organizations' success.

One of the best methods to deal with conflict is to compromise. Compromise is mutual and helps to create a win-win situation for both parties. With a win-win solution, "all parties feel good about the decision and feel committed to the action plan" (Covery, 1989). The Win/Win process has four steps (Covey, 1989).

1. See the problem from the other point of view, in terms of the needs and concerns of the other party.

2. Identify the key issues and concerns (not positions) involved.

3. Determine what