Question

Explain how would you expect a manager to use the 5 Step Process introduced during this week in order to resolve this miscommunication problem. Provide specific reasons for each step and answer as detailed as possible.

Answer 1

The manager must:

1. Providing an official and centralized information dissemination site: In an environment where we work or attend, because there is no formal internal means of communication, everyone tries to address this shortage to the best of their ability and therefore tends to use various media such as murals, emails, informational and even just verbally. It is important for the manager to provide such spaces to avoid problems of miscommunication.
2. Promote interactivity: Allowing employees to interact with communication, in addition to making information more attractive, enables and makes the communication environment a means for discussing ideas and alignments. Another very important factor of interactivity is the ability to assess whether the messages transmitted are really being understood.
3. Associate information with operational processes: The communication process especially when there is interactivity of employees is a cultural issue of the environment and its implementation then requires culture change, one of the characteristics that we have seen better result in the implementation of this culture is linking information to operational processes, that is, the employee will consume the information when performing some of its operational activities.
4. Making information accessible: Depending on the medium of communication adopted and the company's internal policies or environment, information does not always reach everyone or needs to be forwarded through hierarchical levels that can generate communication noise and even delay in making it available.
5. Open and listen to employees: The key to good communication is to know how to listen, so you can assess employees' expectations of the company and have a source of ideas that, in addition to being extremely useful for the company, also values the collaborator.

Answer 2

Well, I will expect the manager to used the steps in this manner

• The manager should find a safe place and time to talk about the conflict-This ensures there is a constructive communication because the workers in the conflicts have to feel safe when talking about the issue. This will allow then to take the risk involved for telling the truth about the conflict. Getting a private place and a neutral room to talk is vital thus it should not be another person’s office. The time for the meeting should be acceptable and convenient for both parties.

• The manager should get clarification on individual perception involved in the conflict-Each side should have equal opportunity to express his or her views and understanding of the conflict. Unclear issue are difficult to resolve. Parts of the conflicts should be sorted out to avoid hearing of matter which are unrelated to the problem. Emotions should be eliminated in the situation and each party should understand that participation is vital for effective conflict resolution.

• The manager should take an active and empathetic listening stand-As a manager, it is important to listen carefully to what is being conveyed in order to resolve the misunderstanding. Empathy will help the manager and team members identify thoughts and feelings of other persons thus stand in the capacity of understanding the other person’s point of view. A good listening stand can led to negotiation process.

• The manager should focus on a win-win outcome in generating the options. This strategy in conflict resolution aims at accommodating all sides and create the sense of fairness. The manager should therefore explore the options and be creative enough in selecting alternatives. This approach requires handling one concern at a time, starting with the issue that both sides agree is worthy of discussion. Forming a mutual accepted criteria will ensure good solutions to problems are easier to formulate.

• The manager should come up with an agreement that is accepted by all parties-During the conclusion step, the manager can summarize the agreed solutions to each problem, summarize all the ideas and note them down. The noted items are then restated back to the parties to ensure that they all agree with both the goal of the solution and the procedure to arrive at the solution.