CHAPTER 19

Communication for Conflict Management

“One single minute of reconciliation is worth more than an entire life of friendship.”

—Gabriel Gracia Marquez

Upon completion of this chapter, you should be able to:

1. Understand the role of communication as a behaviour that helps in the conflict situation to create mutual understanding.
2. Learn about the intangible issues which cause interpersonal conflicts.
3. Understand the effectiveness of stop-think, listen and communicate system for conflict management.
4. Know how tangible issues lead to serious conflicts between neighbours, persons, states and countries.

COMMUNICATION AT WORK

Vikram is a cyber techie. He is a former employee of a Mumbai based private company which works for maintaining ...