The document discusses the role of communication in conflict management. It states that poor communication often leads to misunderstandings and conflicts, while conflicts can be caused by the smallest words or actions. It also discusses skills needed to successfully resolve conflicts such as active listening, keeping arguments focused on single issues, and practicing strong verbal and nonverbal communication. Additionally, it notes that conflicts can escalate if communication breaks down or assumptions are made, so clear, concise and courteous communication is important to resolve conflicts effectively.

1. Role of Communication in Conflict Management
• The dissimilarity in the
ideas and opinions of
individuals result in a
conflict
• Communication has a big
role to play in conflict
management. It has been
observed that poor
communication always
results in
misunderstandings and
eventually conflicts.

2. • Conflict can ignite from
the smallest word or
action and can spark
destructive responses
and behaviors.
Unresolved or poorly
navigated conflict can
damage and even
destroy relationships

3. Navigating an Argument
• One of the primary
communication skills for resolving
conflict successfully is learning
how to navigate an argument
effectively. This includes keeping
the focus on a single issue and
avoiding personal attacks.
• Active listening skills, such as
talking less and asking questions
for clarity, also play a role in
effectively resolving conflict.
Practicing strong verbal and
nonverbal communication further
contributes toward the successful
resolution of conflict, whether
between individuals or within a
group.

4. Challenges
• Conflict escalation can
result in broken
communication, false
assumptions and negative
commitments, all of
which can further
complicate the initial
conflict. It needed to help
those involved “move
back to positions of
normalcy and objectivity.”

5. Be clear and concise in your
message
• Beating around the
bush or talking about
unrelated issues will
sometimes escalate a
conflict or not result in
a resolution. Be direct
and to the point while
resolving conflicts.
Articulate your message
clearly so that there is
no scope for
miscommunication.

6. Communicating courteously is
imperative during conflict resolution
• Conflicts may escalate if others perceive your
communication as being rude or discourteous.
Using words and phrases like “please”, “thank you”
and “I apologize” can go a long way in ensuring a
courteous conflict resolution. We realize that many
times conflicts may arise due to discourteous
communication to begin with.

7. Back your stance with solid logic and
concrete data.
• If your point of view is based on logical
argument, it will be easy for the other
person to come around to your idea.

8. Be empathetic.
• Conflicts can be resolved if you are empathetic to the
other person and understand their point of view.
Remember that conflict resolution is not about
getting your opinion heard, it is about giving way to
the best idea. Using phrases like “I understand” show
that you are empathetic to the other person.

9. Use positive body language
• Maintain eye contact, maintain a friendly and non-
threatening posture and voice. Your body
language and verbal communication both should
emanate positivity and convey the same message.