۱٫ Introduction

۲٫ Science and “Art” – diagnosing conflict

۳٫ Conflict resolution premise of evolution

۴٫ The research methodology – Vertical conflicts in a public institution and the role of communication

۵٫ Proposal of conflict management through effective communication

۶٫ Conclusions

Acknowledgements

References

“The art of communication is the language of leadership” James Humes. In a world of multiple interdependencies, the relationship between individuals and between the individual and his environment proves that life occupies a central role. One of the important aspects of social life takes into account all kinds of interactions between individuals. Besides establishing and maintaining functional human relationships, life within a group leads to situations of conflict. Given that the main group component in an average daily life is manifested most strongly on the job, this paper aims to examine issues related to the management of conflict in the work environment. The management of conflicts are multiple, depending on the nature of the causes that led to the conflict, this paper focuses on highlighting the role of communication in the conflict management process, specifically, the role of communication which is regarded as the common denominator of all organizational arrangements for managing conflicts. Conflicts are endemic to society as a whole. They are directly related to the scarcity of resources, division of functions and tasks, power of relations, differentiation and organization roles in society. Any organization, regardless of its type (public institution, state-owned commercial organization or private non-profit organization, etc.), face daily conflicts that are based on different causes of internal and external organization. Organizations are living systems, which consist of units that interact, each having their own defined roles, interdependent and are expected to operate in a structured environment with clearly defined resources, if the context is such, conflict becomes inevitable.

Introduction

When people work as a group, conflict is one of the most predictable outcomes. Most managers spend a lot of their working time dealing with conflicts or fallouts from people-related problems. Mismanagement of conflicts leads to a diverse distribution of incorrect energy towards the workforce, wrong direction communication errors that must be corrected, ultimately leading to missed opportunities. It is difficult to calculate the losses related to organizational conflict. The aim of this study is to provide methods for diagnosing and managing conflict effectively. Conflict is complex, because at minimum it involves the interaction of cognitive, psychological, physiological, and contextual dynamics. Most conflict theories take only a psychological and/or an economic approach to understanding and managing conflict. The purpose of the following theories is to reduce or resolve a conflict between individuals and groups In all relationships, communication plays a crucial role – establish and maintain relationships between employees. The feed-back reveals opportunities for improvement individually as well as the overall performance of the organization. A underlying motivation process identifies communication, knowledge and proper use of various categories of needs and incentives to guide employee behavior in order to increase performance and satisfaction. Communication contributes to the establishment of fair and efficient relations, mutual understanding and acceptance between bosses and subordinates, colleagues, people inside and outside the organization.