Reply to a Discussion Post about the ability to listen, communications homework help
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The ability to listen is as important as the ability to speak. Effective communication starts with the understanding that there is my point of view and someone else’s point of view. As conflict in the workplace is bound to arise, it is important to understand how the individuals involved may successfully move forward. Through open communication and sometimes, mediation, conflict management is better developed. “Mediation dynamics can set an example for participant behavior and can influence the content of the agenda, and affect the range of outcome options considered” (Alexander, 2008, p. 98). I believe the idea of a third party dispute resolution system is not only positive, but also encourages active and civil communication. “If both of you are yelling, no one is in charge”, which I have found to be more than true when tensions run high in the workplace (McConnon & McConnon, 2008, p. 66).
I previously worked for an organization where one employee had become increasingly frustrated with another worker seated nearby. Not only did the pair have to work in close quarters, they also had to travel together, venture on sales calls together, etc. My manager had noticed the tension and decided to discuss the ongoing situation with the employees privately. My supervisor became somewhat of a mediator and allowed the employee’s to talk over the issues at hand to serve their needs and promote quality assurance in the organization (Charkoudian, De Ritis, Buck, & Wilson, 2009). I was close with one of the employee’s facing this predicament and she informed me that the session was helpful as both individual’s explained their frustration. They had a long discussion in which they outlined their personal needs and organizational goals with one another to better understand one each other’s perspective. This discussion identifies with the lecture discussed by Dr. Dailey in which he states, “in many work situations, people’s goals are similar enough that they can work together” (slide 3). They also realized a simple miscommunication which led to confusion among several work-related issues that were easily deliberated and mended to move forward.
This realization falls in line with the thoughts discussed by Goldman, et al. (2008), in which they determined mediation was “proven popular because, to a large degree, it works and has led to many positive perceptual outcomes” (p. 313). Being aware of a problem is the first step to correcting it. As Sheryl Sandberg, the COO of Facebook discusses workplace conflict, she states, “reflecting someone’s viewpoint clarifies the disagreement and becomes a starting point for resolution” (Sandberg, 2013, p. 81). Keeping this perspective in mind is important as workplace conflict will always exist. It is important to listen to and respect fellow coworkers no matter the situation. At the end of the day, I believe most employees would agree with the concept that they want to fight the problem, not the person.
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Alexander, N. (2008). The mediation metamodel: Understanding practice. Conflict Resolution Quarterly, 26(1), 97-122.
Charkoudian, L., De Ritis, C., Buck, R., & Wilson, C. L. (2009). Mediation by any other name would smell as sweet-or would it? The struggle to define mediation and its various approaches [Special issue]. Conflict Resolution Quarterly, 26(3).
Dailey, W. (2016). COM665 Lecture: Managing Conflict.
Goldman, B. M., Cropanzano, R., Stein, J., & Behson III, L. (2008). The role of third parties/mediation in managing conflict in organizations. In C.K.W. de Dreu & M.J. Gelfand (eds.) The Psychology of Conflict and Conflict Management in Organizations.
McConnon, S., & McConnon, M. (2008). Conflict management in the workplace: How to manage disagreements and develop trust and understanding. Retrieved from http://www.untag-smd.ac.id/files/Perpustakaan_Digital_1/CONFLICT%20MANAGEMENT%20Conflict%20management%20in%20the%20workplace.pdf
Sandberg, S. (2013). Lean in. New York: Alfred A. Knopf.
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