Effective Communication and Conflict Management in the Workplace

Upon successful completion of this module, students will be able to:

1.  Demonstrate an understanding of effective communication skills and how they can affect workplace behaviour.

2.  Apply knowledge and understanding of effective negotiation and influencing skills in order to achieve a pre-determined objective.

3.  Use knowledge and understanding of conflict management to resolve a situation of conflict.

4.  Understand and use appropriate coaching techniques in order to improve the performance of an individual.

Reflective log - Group work during the taught session (individual assignment)

LOs 1 and 2: Reflective assignment as part of completing a Learning Log – 2,000 words. This assignment requires that students work together in different groups for a period of five-six weeks and concentrate on different activities and task during taught sessions. Students will demonstrate a clear understanding of effective communication skills and how they can affect workplace behaviour. It is expected that student will record daily experience during the group interactions / activities in line with the key assessment areas in the reflective log.

In addition, it is essential that students show clear evidence of how knowledge and understanding of effective negotiation and influencing skills are applied in order to achieve a pre-determined objective. The lecturer will observe each student’s behaviour and group dynamic and provide formative feedback where and when necessary.

A detailed reflective log for five weeks must be provided with sound and clear evidence that:

1. demonstrates an understanding of effective communication skills and how they can affect workplace behaviour.

2. shows how knowledge and understanding of effective negotiation and influencing skills have been applied in order to achieve a pre-determined objective.

Suggestion: A developmental learning, collection and collation of evidence from the first week will help you to create a road map and good portfolio of reflective learning logs that could be summarised for your essay.

Information from the learning logs will be used to develop a 2000-word reflective summary that analyses effective communication in the workplace and how negotiation and personal influence had been applied to achieve a predetermined objective. The reflective summary will include both works based experience and involvement in class activities.

It has been established in management literature and practice that conflict is inevitable in workplace settings which could stir up negative emotions when not well managed. Even though conflict may be perceived as a negative thing, not all conflicts are negative. In fact, conflicts can arise between co-workers, supervisors and subordinates or often between employees and external stakeholders, such as customers, suppliers and regulatory agencies. Managing conflict is a key management competency and should be studied and practised so as to develop effective conflict management skills to maintain a positive workplace relationship with colleagues and create a healthy work environment. In view of the assumption that conflict is inevitable in the work environment and to prevent its escalation that could lead to a damaging effect this assignment requires you to show your understanding of how conflict could emerge at the workplace through the creation of own scenario that is linked to a specific conflict situation. The use of appropriate coaching techniques and how it can benefit an organisation to improve the performance of an individual. Your creativity and originality will be put to the test by your ability to link theories to practice. Your scenario should show an understanding of conceptual understanding, theories relevant to the subject.

Suggested: Essay topic

An understanding of conflict management and the use of coaching techniques for team building.

Evidence provided must show:

1. How the knowledge and understanding of conflict management is used to resolve a situation of conflict at work

2. A clear understanding of coaching, its benefits and how the use of appropriate coaching techniques ( Listening, Questioning, Clarifying and Feedback) and models can be used to improve the performance of an individual at work.