Australian managers consider themselves to be effective communicators, yet everyday, time and resources are lost to workplace conflict. Information paucity is one of the biggest causes of conflict, demanding that managers improve information sharing in the office - not simply by providing internal memos and newsletters but by creating avenues for meaningful dialogue between all employees.

Results from the last month’s Beilby Rewards survey indicate that 82 percent of respondents believed their communication with colleagues is good enough to achieve their intended goals. However, while they think of themselves as effective communicators, 57 percent say they would take further steps to improve their communication skills with most preferring to attend a course or seminar rather than buying a book or consulting a coach.

The majority of Rewards members are also confident about their interpersonal communication skills with 91 percent claiming to be adept at reading body language. People with well-developed interpersonal skills are usually quick to recognise potential conflict and are able to read between the lines, using non-verbal cues and empathy, to decipher how another person is feeling. Making the other party feel heard, and acknowledging their issues, provides a solid foundation on which to build a workable solution.

Furthermore, the survey results indicate that respondents have more faith in their interpersonal and written skills, than in their verbal communication abilities. About one third indicated that they felt equally proficient in all three areas.

In a conflict, it is important to assess your own communication. Are you controlling your emotions and being objective? Do you feel you are working to de-escalate the situation before it becomes out of control? Are you communicating effectively? Are you being heard and, if not, do you need to repeat what you have said or say it in a different way?

Conflict Resolution in Three Steps

The first stage of conflict resolution is to identify any information loopholes or misguided judgments arising from a lack of information. Conflict occurs when one or both parties do not have adequate information on a subject, which causes them to feel confused, distressed or angry.

Often a third party is used as an unbiased, objective mediator to discover how the two parties in conflict perceive the situation. The mediator then works to identify and fill in any information gaps. During this time, it is essential that people feel they have an avenue to discuss their concerns in a way that is not going to impact negatively on their jobs. Employees need to be able to express their problems in a neutral environment and the mediator should work to remove existing power structures.

The second stage is to ensure that both parties have truly heard and acknowledged each other’s position. Even if they do not agree, it is essential to the resolution process that each party understands how the other feels and why.

Finally, the third stage is to have the parties devise a solution that is acceptable to both of them. Stage two is essential if a win/win solution is to be found in stage three. It is important that the mediator does not find the solution but remains a facilitator providing an independent medium between the opposing points of view.