COMMUNICATION
DYNAMICS AND CONFLICT
MANAGEMENT
Olusola O. Isola, Ph.D
Peace and Conflict Studies Program
Institute of African Studies,
University of Ibadan, Ibadan
E-mail: sola_isola@yahoo.com
Phone: 08023049433
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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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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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Forms of Communication
• Communication consist of verbal and nonverbal 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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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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Communication Model
Transmission Phase
Mess
age
Encod
ing
Sende
r
Deco
ding
Mediu
m
Noise
Mediu
m
Enco
ding
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Deco
ding
Receiv
er
Mess
age
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Feedback Phase
• 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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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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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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• 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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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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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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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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• 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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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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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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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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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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Thank You for Your Attention
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