Page 133 - Communication in Organizations Basic Skills and Conversation Models

Communication in organizations 122

8 Do not break off the negotiations (‘I do not wish to come back to this again’).
9 Make suggestions to reach a solution (‘Shall we ask someone else for his opinion?’).

Conflict management conversations

When two persons have different opinions concerning a certain question, they have to
discuss this in a conversation. One of them will have to take the initiative and invite the
other to try and reach a solution together. Careful preparation of such conversations may
be helpful to clarify the question.
It is important that both parties are aware of the ‘real problem’. There are often
different layers that play a part at the same time. Sometimes disturbed relations (relation
conflicts) underlie business conflicts: for example, a difference of opinion concerning
tasks that have to be executed in an organization. Then a first goal should be to repair the
confidence in the relationship between the parties. If that goal can be achieved, it will be
easier for both parties to find a solution to the business conflict. Apart from the rational
and emotional aspects of the question, both parties also have to prepare how they want to
make their points. They should think of their own arguments and how to give criticism
and how to respond to the arguments and criticism of the other party. It is often useful to
make a list of your different points on paper. When you have these to hand, it is easier to
pay attention to the views of the other party.
Both parties may create alternative solutions to the conflict during the preparation
phase. It is advantageous to think of these solutions in a quiet atmosphere without being
overwhelmed by the solutions of the other party. After this preparation phase the
conversation may then be held following the four phases of the model described in the
next section. The initiator of the conversation often takes the role of conversation leader.

Mediation: Conflict management with the help of a mediator
Some conflicts can only be resolved with the help of a third party. In general, a conflict
that requires the help of an outsider will already have escalated. If the conflict has not yet
escalated the parties can usually resolve it themselves. The third party may be requested
or appointed by the conflicting parties to help resolve the conflict. The third party can
also offer to help: for example, a head of personnel who notices that cooperation between
staff members is not going smoothly because a conflict situation has arisen. We now
discuss the role of the third party as mediator.