Clarity of Communication is Essential

"The unfolding of your words gives light..."

                                             Psalms 119:130

Effective Conflict Management

       Communication skills are related to effective conflict management from the perspective of process views of conflict, which “recognizes that a conflict is ongoing, dynamic, changeable, and not necessarily predictable.”  (Cahn & Abigail, 2007).  This view perceives that “conflict unfolds and proceeds through stages that may branch off in a variety of directions.”  Conflict management consists of “the behavior a person employs based on his or her analysis of a conflict situation” and “refers to alternative ways of dealing with conflict, including resolution or avoiding it altogether.” 

       The concept of productive conflict encourages effective conflict resolution and is made possible when the participants keep to the issue and to those involved in the issue.  Productive conflict “features an awareness of options in conflict situations…a productive view of conflict situations includes flexibility and a belief that all conflicting parties can achieve their important goals.”  (Cahn & Abigail, 2007).

       The ability to manage conflicts in a satisfactory manner involves “using effective and ethical interpersonal communication behavior” by applying a method devised by Cahn and Abigail (2007) known as the S-TLC System.  This System includes four behaviors to be applied in order of importance:  Stop, Think, Listen, and Communicate.  stop, calm down and control your “mental faculties;” suppress the urge to react immediately; think before you act, remembering on a basic level not to take the conflict personally, and on a higher level, “think about your goals, wants, and needs of those of your [conflict] partner;” listen to what the other person is saying; and communicate, using the transactional approach. 

       The transactional model of communication “emphasizes the process of communicating” and “recognizes that communication…isn’t something we do ‘to’ one another, but something we do ‘with’ one another."  In this context, “conflict is seen as the behaviors of each person in response to one another, exchanging messages, hearing each other out, trying to cooperate, conjointly creating an understanding in which both people perceive themselves as being in conflict with one another, mutually sharing responsibility for the conflict situation, and working together to better deal with it.”

       The transactional model of communication views conflict “as giving and taking, working together for a solution to a problem, discussing, and arriving at mutual understandings, consensus, agreement, and resolution.”  Cahn and Abigail (2007) note that the importance of both people’s behavior is taken into account when the transactional approach is used.  They emphasize that “it takes two people to make the conflict, and it takes two people to manage or resolve it.  The way people talk about the conflict together, the way they express messages in response to one another, and the way they ‘read’ each other’s nonverbal messages as the conflict is being enacted all create the conflict situation as well as manage it or move it to resolution.”

       One of the communication devices which can bring about effective conflict resolution is assertiveness, which is “the ability to “speak up for one’s interests, concerns, or rights but in a way that does not violate or interfere with those of others.” Another effective communication device is confrontation, a “process in which the parties call attention to problems or issues and express their feelings, beliefs, and wants to one another.”  Confrontation, which calls for assertiveness, is a process which is most effectively used in situations involving neighbors, friends, siblings, or co-workers. 

       Collaboration is a device which incorporates effective communication skills which involve “sharing information about everyone’s needs, goals, and interests.”  Collaboration “requires that a person believe that the concerns of the other person are as important as one’s own and adopt the goal of finding mutually satisfying solutions to problems and resolution of issues…”  In addition, collaborative strategy and the cooperative, problem-solving oriented communication associated with collaboration “contributes less toward long-term personal and relationship stress and most toward personal and relationship growth and satisfaction.”

       Effective conflict management calls for communications skills that encourage an exchange of each party’s thoughts, feelings, and attitudes in a tactful, considerate, respectful manner.  As the discussion progresses, each party has a responsibility to be sensitive the other’s needs and concerns, giving each other the opportunity to express their point of view without interruption.  Each party must allow the other to freely participate in an exchange in which they are allowed to speak without fear of criticism, accusation, or blame.  It is important for each party to speak in a calm tone of voice at  low volume; avoid facial expressions such as grimacing or frowning, refrain from facial or vocal expressions indicating doubt, shock, sarcasm, contempt, disgust, or anger; and ensure that their body language and posture be attentive and alert.

        In order to be able to effectively manage conflict resolution in our lives, we must see conflict “as an opportunity to resolve problems and improve our relationships with the people who mean the most to us.” (Cahn & Abigail, 2007).  It is essential that we develop effective communication techniques which involve sharing, cooperating, problem-solving, and collaborating which bring about mutually satisfactory conflict resolution and make it possible to maintain healthy, harmonious relationships with our families, friends, neighbors, and co-workers.

References:

Cahn, D. D., & Abigail, R. A. (2007).  Managing Conflict Through Communication, 3rd  ed.  Boston:  Pearson Education

Media Writing: Edited Press Release

 

Peoria Mayor Tom Reid announced yesterday that he will resign his position by the end of the month.  Mayor Reid made the decision to resign after learning that his wife had been diagnosed with cancer.  Reid’s announcement was given in a prepared statement that he delivered at last night’s city council meeting,  

Mayor Reid expressed regret that he would not be able to finish serving out his 2010 term, stating that his primary concern is his wife’s health and that he plans to devote his full time and attention to his wife.  Reid said that he and his wife plan to move to Ohio to be near family after he leaves office.  

Responding to the Mayor’s announcement, Council member Sharon White remarked “We are sorry to see him go, but we know he and his wife are experiencing personal challenges, and his wife’s health is his priority right now.”  

Reid’s resignation comes at a time of internal struggle in the council due to serious disagreement among council members regarding the proposed distribution of funds to various city departments.  Continuing disagreement over the city’s budget compelled several members to walk out of recent council meetings in frustration.

As the council deals with budget disagreements, it also faces the task of deciding whether to appoint a replacement to fill in for Reid until the 2010 election or whether to set up a special election for a new mayor.  

Council member White insisted that the council will work together to decide what is best for Peoria and its residents, and that it will help make the transition to a new mayor as easy as possible for everyone involved.  “There’s never a good time in a city’s operations for a mayor to resign,” White said.  “But in this case the council must set aside our differences, and we will do so partly out of respect for the work and commitment Reid has made during his term in office.”

Council members Richard Hirsch and Michael Krueger have estimated that a special election to replace Mayor Reid could cost the city more than $20,000.   Councilman Krueger pointed out that the alternative would be an agreement on a replacement for Mayor Reid, which would present a challenge given the council’s current difficulties.

 “I’d like for us to come together for the sake of Peoria and reach a consensus on this one right away,” Krueger said.  “The city needs to move on.  We have a lot of work ahead of us.”

Deliver Bad News Tactfully & Effectively

       A case has been presented where, as the manager of a technology support services department, I must issue an ultimatum in an effective yet tactful manner to a poorly performing employee.  I must advise him of “the need for immediate improvement or dismissal.”  The employee’s substandard performance has caused the department to receive numerous complaints not only from customers, but from coworkers in the department.  In addition, it has been reported that the employee has exhibited confrontational behavior towards other employees within the department, creating a hostile atmosphere, which is not conducive to productivity.

       As the department manager of technology support services, I am responsible for ensuring that all employees who are under my supervision provide excellent customer service.  Since technical support service employees must demonstrate a high level of technical expertise, I am also responsible for ensuring that all employees are technically proficient.  I must inform this employee that his performance is unacceptable and that he needs to demonstrate improvement in this area immediately or be dismissed.

      I would have the employee meet with me in my office, ask him to have a seat, and sit down several feet across from him, but not behind my desk.   My approach would be respectful and sensitive, and I would tell him that I called him in to discuss his job performance.  It would be necessary to inform him that I have received many complaints from customers and from his coworkers about his confrontational behavior.  Then I must inform him that his job performance has declined to a substandard level and that he doesn’t meet the department’s high standards.  The next step would be to give him the bad news, news which I would deliver as gently as possible by showing genuine concern and empathy.

      I would tell the employee that he needs to bring his job performance up to an acceptable level within the week, and that if he doesn’t improve, the company will have to dismiss him.  If he appears to be unreceptive to any recommendations or advice at that point, I would say “I’m very sorry about this situation; I know this is difficult for you.”  If he is able to contain his emotions and I sense that he appears to be receptive, I would urge him to improve his attitude towards his work and would emphasize that he needs to get along with his coworkers so that there will be a positive outcome for him.

      I would ask the employee if there is anything he wants to discuss with me.  Based on reports of his confrontational behavior, I would be prepared if the employee was defensive or angry; he might very well have a negative attitude and balk at criticism of his performance.  If he erupts with an angry or volatile response, I would remain as calm as possible, realizing that his anger is not directed at me personally but that it is a reaction to the troubling situation.

      There are conflicting needs in this situation which requires that a reprimand be given by a superior on the one hand, and the choice of the subordinate to cooperate or be dismissed from employment on the other.  As the manager of the company’s technical support department, I represent the company’s interests.  I am responsible for ensuring that my employees maintain a high standard of performance, have outstanding technical skills, and render excellent customer service.   The other side of the issue concerns the fact that the employee’s need for security is being threatened and that his professional capability is being brought into question, which is a threat to his need for self-esteem.   

      The helpguide.org website states that “A conflict is a situation in which one or both parties perceive a threat…”  It also points out that “When you can recognize the legitimacy of conflicting needs and become willing to examine them in an environment of compassionate understanding, it opens pathways to creative problem solving, team building, and improved relationships.”   This approach would work well in a different type of workplace conflict that didn’t involve an imbalance of power and an ultimatum.  

      In this situation, I would have the power to give the employee an ultimatum and I could recommend his dismissal if he didn’t comply. Yet by informing the employee of the consequences of continued substandard performance, I would be giving him the chance to improve so that he won't have to be discharged from employment.  However, if he is unable or unmotivated to improve, I would have to do what is best for the company, which means that I would have to recommend that he be dismissed.  

References: 

Segal, J., Smith, M.  (2011).  Conflict Resolution Skills: Turning Conflict into

       Opportunities.   Retrieved January 15, 2012 from

       http://helpguide.org/mental/eq8_conflict_resolution.htm

Media Technologies

          The Website

          One of the most widely used forms of media technology is the website.  A web site is a “related collection of World Wide Web files that includes a beginning file called a home page.”  (whatis.com).  Different types of websites are distinguished by addresses that end with a suffix; .com, .net, or .org, which denote what type of website it is.  A website that ends with a .com suffix indicates that it is a commercial website that offers products, services, or free information.  The purpose of a dot com website is usually to attract consumers who are interested in purchasing the website’s products or services.  However, there are many dot com websites that provide credible information for public consumption.  A website that ends with a .net or .org suffix indicates that the website is government-based or is sponsored by a nonprofit organization.   It is recommended that research for term papers be collected from websites that are identified by the .net or .org suffix, which indicate an official source of verifiable information.

         E-Mails  

         An e-mail, or electronic mail, is another common type of media technology, described as an exchange "of computer-stored messages by telecommunication” by the website whatis.com, which reports that e-mails constitute a large percentage of the total traffic that occurs on the Internet.  E-mails are sent from companies or institutions and target current or past customers, contacts, or website registrants. E-mails are the main form of communication used by professionals in the workplace, although e-mails are also a common form of communication used in most homes with the advent of the ubiquitous personal computer.  

         The instantaneous nature of the e-mail ensures that a message is sent in seconds to a recipient or recipients at the click of the “Send” key.  Almost everyone has a home computer and an e-mail address which they use to send and receive messages. The use of e-mails has become so commonplace that it has decreased the practice of letter-writing significantly.  Many people now prefer the speed and convenience of an e-mail, which saves the cost of postage and eliminates the need for stationery and envelopes.  An e-mail can also be electronically forwarded to multiple recipients and can be saved on the computer for future reference. 

On the other hand, one of the drawbacks associated with the e-mail system is spam, or unsolicited e-mails sent by companies “that specialize in creating e-mail distribution lists.  Spammers typically send a piece of e-mail to a distribution list in the millions, expecting that only a tiny number of readers will respond to their offer.  It has become a major problem for all Internet users.” (whatis.com).  The term “spam” is said to originate from a Monty Python sketch (‘Well, we have Spam, tomato & Spam, egg & Spam, Egg, bacon & Spam...’) that coincided with the period of time that the electronic kind of spam first arrived on the Internet.

E-Commerce

E-commerce (or electronic commerce) is defined as “the buying and selling of goods and services on the Internet...” (whatis.com).  “E-business” is a newer term that is used interchangeably with the term “e-commerce.”  E-commerce is widely represented on the Internet by websites known as “virtual storefronts,” which conduct retails sales on-line.  Retail store websites display products on massive online catalogs (full description, price, and picture included) which can be purchased using a personal credit card.  Amazon.com is a major on-line retail store website that contains a vast inventory of products for sale and is widely used by consumers. 

Another major e-commerce website that warrants special attention is the giant eBay, which is billed as the “world’s largest online marketplace” by crunchbase.com, was founded in 1995 and employs 15,000 people.  eBay allows individuals to buy and sell products using an online bidding process.  Transactions are conducted through a system called PayPal, which securely transmits funds electronically from buyer to seller.  

The Blog

In contrast to the gigantic commerce-based website, the blog (or weblog) is “a personal online journal that is frequently updated…” (whatis.com).  A blog is geared to the individual, who creates and designs the blog and is meant to attract a particular audience.  A blog serves as a creative outlet for communication and is intended for viewing by the public, who have the option to respond with comments via posts of their own.  The author of the blog, referred to as a blogger, can post personal opinions or commentary through a series of text-based entries posted on a page.  The personality of the author of the blog should come through in his writings and observations.  If a website hosts the blog, purpose of the website should be reflected in the blog.  The title of the blog should feature an eye-catching heading that refers to the blog's content to attract an audience with similar interests or concerns.              

The essential elements of a blog consist of color, complexity of design, clarity and emphasis, remarkability (meaning a design that goes beyond the ordinary), structure, balance, and functionality.  All these elements combine to create a viewer’s impression of the blog.  The more well-designed and easy-to-navigate the blog is, the more likely it is that viewers will visit the blog in the future or that they will post comments to the blog. The website problogdesign.com comments that “a good blog is much more than a diary with comments.  It allows for you to interact with the content, and makes your experience much more enjoyable.”

 The Blogosphere 

The term “blogosphere” is used by some writers “to describe the grassroots and interactive journalism made possible by participants in blogs…and the symbiotic relationship between bloggers and traditional journalists. In this relationship, bloggers often cite and link to mainstream news articles and mainstream journalists often get story ideas from blogs they monitor.”  (whatis.com).  The blogosphere has been defined as “the millions of blogs and their contributors and users to a blog biosphere or ecosystem.” 

Whatis.com has also observed that “The participatory phenomenon of the blog and its impact on journalism has created the 21st century equivalent of the 18th century coffee house, a place where anyone interested could meet to exchange news and opinions in public.” Grassroots news can be developed through blogs by eyewitnesses, or those who have an interest in or expertise in a certain subject area.  Readers can add further information or corrections to the blog, then journalists can report and consolidate leads from blogs into stories for a larger audience. 

References:  http://whatis.techtarget.com/  

Technical Proposal

      

Problem:  Under “Terms of Use,” HealthLine states “The content is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any question you may have regarding a medical condition.  Healthline does not recommend or endorse any specific tests, physician, products, procedures, opinions, or other information that may be mentioned on the Site.  Reliance on any information provided by Healthline, Healthline employees, others appearing on the Site at the invitation of Healthline, or other visitors to the Site is solely at your own risk.”  However, in order to access this disclaimer, the reader must click on “Terms of Use.”  

The placement of Symptom, Treatment, and Doctor Searches on HealthLine’s Home Page directs the reader to those areas, and the reader is prompted to look up medical information immediately.  Most readers aren’t likely to click on “Terms of Use,” where the disclaimer statement is hidden.

      .

Solution:   Place “Terms of Use” section in the upper right or left side of the Home Page  and list that section first under Customer Info.  Enlarge lettering size of “Terms of Use” so that it stands out from the other listings.

Problem:    Articles concerning medical conditions do not prominently identify the author of  the article.  For instance, the name and credentials of the physician and authors of the articles are not clearly posted.  The doctors’ names and “MD, MPH” designations are displayed in small, pale gray print, are barely noticeable, and can be easily overlooked by the reader.

Solution:  Enlarge and darken the print of the author’s name and credentials, which would prominently indicate the proper licensing and credentials of the medical doctors referred to as the authors of the website’s articles.

Problem:  The HealthLine site does not specifically list the names of its medical reference publisher contributors. It states “Healthline Networks offers its original health content, the HealthExpert Health Forums, as well as physician-reviewed content, health tools and videos from more than 20 leading medical reference publishers.”

Solution:   Identify the names of the “leading medical reference publishers.”

Problem:  The Healthline site claims to be “backed” by Aetna and Kaiser Permanente, both reputable healthcare organizations, and also lists non-healthcare organizations as “backers,” such as GE/NBCU, Investor Growth Capital, Reed Elsevier, US News & World Report, and VantagePoint Venture Partners.  The term “backing” is ambiguous, but undoubtedly refers to financial backing, not sponsorship provided by a reputable or nationally-recognized healthcare organization or medical college.

Solution:  If HealthLine is not sponsored by reputable healthcare organizations or medical colleges, it should provide a specific statement regarding its status in relation to the healthcare organizations referred to.