Chapter 10: Communication in Conflict
Learning Objectives
In this chapter, we will:
- Define communication.
- Explain the process of communication using the transactional model.
- Identify possible directions of communication within organizations.
- List the characteristics of written, oral and verbal communication.
- Recognize barriers to effective communication.
- Appreciate the relationship between communication and self-esteem.
- Explore how self-esteem, communication dispositions and relational dispositions impact how we see and interact with others.
- Contrast hearing and listening.
- Describe steps in the listening process.
- Summarize four different listening styles.
- Explain barriers to effective listening.
- Review bad listening practices and strategies for engaging in active listening.
- Describe guidelines for giving and receiving constructive feedback.
- Compare common communication behaviours during conflict.
- Explain conflict management strategies.
- Recognize the four steps in the STLC conflict model.
In this chapter, we will explore the process of communication (written, verbal, and nonverbal) within organizations. We will unpack various barriers to effective communication and how our self-esteem, communication dispositions and relational dispositions impact how we communicate with others. We will differentiate between hearing and listening and the steps involved in the listening process. We will summarize four different listening styles and explore factors that make listening a challenge. In addition, we will identify guidelines for giving and receiving feedback. Finally, we will examine communication behaviours during conflict and strategies for communicating effectively during conflict.
