Internal conflicts can arise in the workplace about commonplace issues when employees feel that their expectations are not being met. There may be many reasons for an employee feeling dissatisfied or unhappy, and if such issues are not resolved, they can create a bad atmosphere in the workplace. Communication is an important aspect of expressing and identifying needs, and of resolving them before they grow into larger problems.

Clear communication regarding conflict in the workplace is a two-way process in which both parties express their concerns and pay attention to each other’s points of view to ensure that they communicate efficiently. The key to effective communication in the resolution of conflicts in the workplace is to keep emotions out of the zone of communication as far as possible, and to focus on the practical aspects of the conflict in order to resolve it successfully.

It’s always important to consider the point of view of the other party and to ensure that you communicate to the other person that you are able to appreciate their point of view on the situation.

Keep in mind also that conflict can often be resolved in informal situations such as a conversation during a coffee break, and not necessarily during a meeting.

In this lesson, we will focus on three key areas of conflict resolution: empathizing with the other person’s concerns, clarifying their position, and making practical suggestions to work out the problem.

You will now listen to a dialogue between Jack and his manager Anna, who are making small talk before a business meeting. During the course of the conversation, Jack asks Anna about the status of his application for a transfer to a different city.

 
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