Page 392 - Effective Communication Soft Skills Strategies For Success by Nitin Bhatnagar, Mamta Bhatnagar

380 | Model Question Papers

The following figure illustrates, the communication process is repeated until both par-
ties have finished expressing themselves. The process is effective only when each step is
successful. In other words, ideas cannot be communicated if any step in this process is
skipped or is completed incorrectly.

Phase 1 Phase 6
Sender Receiver
has an idea C sends feedback
H
A
N
N
E
Phase 2 L Phase 5
Sender A Receiver
transforms idea N interprets the
into a message D message
(encoding) (decoding)
M
E
D
I
U
Phase 3 M Phase 4
Sender Receiver
transmits the gets the
message message

Figure M.2
Repetition of the process of communication

9. Attitudinal change, having clear communication, being empathetic, brain storming, nego-
tiating, and working out the agreeable and best compromise are the basic strategies one
can use to resolve the conflict. Precisely these are the principles of conflict management.
One may follow the below outlined guidelines to effectively manage the conflict.

Start with the right frame of mind:
It is often seen parents in conflict with children tend to view the situation as ‘two equals
trying together to solve our problems’ than to think ‘you will do it my way because I say
so’. Being in conflict doesn’t necessarily mean being mad at each other. It can mean an
opportunity to show your wisdom, to create a better situation, to help both of you be
winners. Having a negative, distrustful attitude is detrimental to this process; believing
you must ‘win’ the argument or otherwise you lose face is a bad attitude; feeling superior
or being ‘hard-nosed’ and feeling inferior or being a ‘soft-touch’ are both problems. Start
by seeing your opponent as a decent, reasonable person who wants to arrive at a fair solu-
tion (until proven otherwise). Deal with him/her with respect. Just as you would separate
the person from his/her behaviour, separate the person from the conflict the two of you
are having.

Bhatnagar_Model Question Paper.indd 380 2011-06-24 3:12:38 PM