MANAGING COMMUNICATION CONFLICT

MANAGING COMMUNICATION CONFLICT
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Customer service and public relations are the most essential qualities of an organization’s employees who directly interact with customers. For instance, in our organization, the reception and nurse’s desk are very crucial in ensuring that effective conflict management is achieved by embracing exceptional communication strategies (Porter-O’Grady & Malloch, 2003). This is mainly because a considerable number of conflicts arise as a result of communication breakdown or when there is a misunderstanding between two or more parties. Considering that effective communication is essential it is necessary to ensure it is interactive hence Marie’s posture is undoubtedly not the correct approach while communicating to Donna. However, people have different character traits and it might be possible that Donna’s message is getting through Marie despite her involvement in other activities while talking to Donna an aspect which may not be perceived well by most of the organization’s clients (Porter-O’Grady & Malloch, 2003).
For example, in our organization we serve many clients and initially we had one person in our nurse desk something which often overwhelmed her because of increased workload. This frequently affected her work performance since she could not be able to handle all the tasks effectively. In order to address this situation, the management increased staff in the nurse desk to two and took the two for a short course in conflict management.
Porter-O’Grady & Malloch (2003) asserts that it is always advisable to manage conflicts productively by embracing effective communication. This is due to the fact that t...