Description
Book SynopsisRecipient of the NCA Organizational Communication Division's Outstanding Textbook Award 2023A unique textbook for students or professionals across a range of disciplines offering a novel approach to conflict communication Communication for Constructive Workplace Conflict describes how daily human behavior and communication can contribute to collaborative conflict management in any organization. Using the LEARN (Listening, Engaging, Acknowledging, Rapport, and Nurturing) communication framework, this practical textbook explains, analyzes, and critiques a range of individual responses to workplace friction, offers evidence-based communication strategies for effectively managing conflicts, and promotes a philosophy that builds an environment that invites active participation rather than avoidance and silence. Designed for courses teaching organizational communication and conflict management, Communication for Constructive Workplace Conflict draws directly from the author's 25 years of
Table of ContentsList of Boxes vii
List of Tables ix
List of Figures x
Preface xi
Acknowledgments xix
1 Theoretical Framework – The Social Construction of Conflict 1
Unit One Listen 19
2 Challenges to Effective Listening 21
3 Listening as Reflective Practice 37
Unit Two Engage 55
4 Obstacles to Engaging Conflict 57
5 Changing the Rules of Engagement 81
Unit Three Acknowledge 107
6 The Importance of Belonging and Recognition 109
7 Acknowledging Team Member Contributions 128
Unit Four Rapport (Building) 149
8 Building Relationships and Trust 151
9 Building an Organizational Culture of Forgiveness 175
Unit Five Nurture 193
10 Nurturing through Organizational Conflict Management Systems 195
11 Nurturing Relationships through Online Dispute Resolution, Information and Communication Technologies, and Social Media 211
12 LEARNing to Communicate for Constructive Workplace Conflict 241
Index 259
