1. COMMUNICATION DYNAMICS AND CONFLICT MANAGEMENT
Olusola O. Isola, Ph.D
Peace and Conflict Studies Program
Institute of African Studies,
University of Ibadan, Ibadan
Phone:
4/20/2017

2. Introduction Communication is crucial to every human interactions
Most of the time, ineffective communication is at the root of conflicts
Good communication leads to good interaction and progress, while poor communication could lead to poor performance and even violence in communities
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3. So, what is communication
It is basically the sharing of information between two or more individuals or groups in order to reach a common understanding
Efficiency, quality, responsiveness to others and innovations can only be achieved through good communication
Improvement in quality of life and social interactions can also be achieved through good communication
Productivity can be enhanced through good communication in communities and places of work
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4. Forms of Communication
Communication consist of verbal and non-verbal forms
Non-verbal communication includes gestures, sounds, facial expressions, signs, spatial relationships, etc.
Both verbal and non-verbal forms are capable of sending strong messages
Efficient communication occur when both verbal and non-verbal forms are combined
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5. The communication process
The Elements of communication includes the sender, the message, the medium and the receiver
Defects in any of the elements can lead to conflict
Conflict management and conflict resolution depends largely on the effectiveness of communication at every of the stages
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6. Communication Model Transmission Phase Noise Feedback Phase Message
Encoding
Medium
Decoding
Receiver
Sender
Decoding
Medium
Encoding
Message
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7. Sender – Originator of messages
The communication process consists of two phases – The Transmission phase and the Feedback phase
Sender – Originator of messages
Receiver – The one who receives the message
Medium – The channel through which information is passed
Noise – Any interference that is capable of disturbing any of the communication stages
Types of Noise- Mechanical, Physical and Psychological
It is the responsibility of those involved in communication to ensure the elimination or reduction of noise in the communication process
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8. Nexus between noise and conflicts
Noise interfering with any of the communication process or elements is often the cause of conflicts because it is capable of causing misunderstanding
Noise can emerge in forms of language differences, differing perceptions, emotional disturbances etc.
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9. Perception, communication and conflict management
Perception plays an important role in every communication.
Both the sender and the receiver are influenced by their perception and wrong perception can lead to conflict
Perception is the process through which people select, organize and interpret sensory inputs to give meaning and order to the world around them
Perception is influenced by types of individual personalities, value systems, attitudes, moods, experiences, etc.
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10. Perceptions are naturally subjective
Perceptions are naturally subjective. They influence every communication
For a successful negotiation and mediation to take place, perceptions must be managed to be free of Biases and Stereotypes
Biases are systematic tendencies to use information about others in ways that could result in in-accurate perception
Stereotypes are simplified and often in-accurate beliefs about the characteristics of particular groups of people.
Biases and stereotypes can lead to ineffective communication and conflicts if left unmanaged
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11. Ways to Ensure Accurate Perception
Try to be open to other points of view
Do not be afraid to change your views about a person, an issue or an event
Seek out the opinions of others who have had different kinds of experiences apart from yours
Try to examine your perception if you have made a faulty decision
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12. Communication Skills for Conflict Management
It is important to learn how to develop one’’s communication skills to avoid barriers to effective communication during conflict negotiation or mediation
Such barriers could originate from both the senders and the receivers of information and it could hamper understanding
It is also important to learn to select appropriate medium for effective communication to take place.
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13. Communication Skills for Senders
Send clear and complete message. A message is clear when it is easy to understand and interpret
Learn to anticipate how receivers will interpret the message and adjust appropriately
Encode messages in symbols that the receiver understands. Use simple languages and avoid jargons
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14. Select a medium appropriate for the message
Select a medium that the receiver monitors. Learn if the receiver have any disability that could hamper understanding
Include a feedback mechanism. This could be in form of asking for responses
Provide accurate information in order to avoid rumour within your system.
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15. Communication Skills for Receivers
Pay adequate attention to the subject matter and avoid distractions
Be a good listener. Ask questions, maintain eye contacts, refrain from interrupting the sender
Restate or paraphrase statements in simpler ways and simpler words
Be empathetic. Try to understand how the sender feels and interpret from his perspective.
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16. Active Listening
The capacity to develop active listening skill is crucial for conflict management
Don’t interject when anyone is talking
Never ridicule or be sarcastic about someone else’s comments
Try to maintain eye contact with the individual who is trying to pass a message across
Pay attention to non-verbal gestures
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17. The “Dos” of Managing Conflict Mediation
Focus attention on the speakers
Repeat back in your own words for clarifications
Restate important thoughts and feelings
Ask questions to make issues clearer or to get more information
Summarize facts and feelings
Stay neutral while mediating in a conflict
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18. The “Don’ts” of Managing Conflict Mediation
Don’t talk about yourself or be critical of the conflict parties
Don’t ignore the facts and feelings of participants
Don’t be a poor listener with your voice, eyes and body
Don’t deny participants adequate chance to express themselves
Don’t take sides during discussions
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19. Thank You for Your Attention
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