Employees blamed management for the perceived lack of opportunities created by new employees, while management blamed employees for the lack of customer orders filled. This conflict seems to have reached a deadlock, as feelings are so volatile that effective communication is all but impossible. However, by considering some basic elements of communication, both management and employees can return to their previous level of effectiveness, and the Words Unlimited can become effective again.
Resolution and Recommendations
According to Sharland, the above situation is an example of conflict being suppressed. Nobody is willing to admit to making mistakes, with both management and employees blaming each other for the company's current situation. Communication is marked by resentment and blame, without any sector of the company attempting to understand the points of the other. This suppresses the creativity and intercultural effectiveness that were previous hallmarks of the company.
In order to remedy this, communication literature has been consulted. Kwintessential Ltd. For example names the key competencies and characteristics of intercultural communication as open-mindedness, inquisitiveness, patience and self-awareness. In Words Unlimited's history, communication has been minimal, but what communication did occur was always respectful and interculturally viable. The current conflict is not culturally based, but can be resolved by means of the above characteristics. Both employees and managers should operate from a basis of particularly open-mindedness and patience. These will then encourage the inquisitiveness and self-awareness that has brought about the company's historical success.
Focusing particularly on management, Rob Johanssen provides some tips on effective communication within the workplace. He for example suggests that managers should "know their workplace negativity." This means that the basis of the conflict should be investigated and clarified. In the case of Words Unlimited, managers and employees blame each other respectively...
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