MANAGING COMMUNICATION CONFLICT - ODU - Old 管理通信冲突ODU岁.pdf

Managing Communication Conflict Cheryl Harvey 1 MANAGING COMMUNICATION CONFLICT DEFINITION OF MANAGING COMMUNICATION CONFLICT: Simply put, “communication is the management of messages for the purpose of creating meaning” (Frey, Botan, Friedman, Kreps, 1991, p. 28). However, add to that a minimum of two interacting people who perceive incompatible differences or threats to something they value- -the result is communication conflict. For every relationship, conflict is a likely ingredient. However, the ability to effectively manage communication challenges does not necessarily come naturally. The goal of this curriculum is to provide the knowledge, skills and attitudes that will enable the learner to handle communication responses in a more satisfying manner, thus improving their interpersonal relationships. RATIONALE FOR MANAGING COMMUNICATION CONFLICT: According to Ward (1990), 70 to 80% of our waking life is spent communicating. Yet, communication discourse is fraught with misunderstandings, and many individuals often find the effort unsuccessful and futile (Chaffee, 2000, p. 338). Communication misunderstandings contribute to more relational conflicts than any other cause. According to the National Center for Health Statistics (2002), within the first 15 years of marriage, 43% of all first marriages end. As well, over the past 15 years, employers recognized a need for additional emphasis and training on workplace conflict resolution (Landau, Landau, Landau, 2001, p. 6). Finally, even the legal system feels the burden of communication conflict with full-to-overflowing calendars, and judges order disputing people to se ek out community dispute resolution centers to work out their differences and fi