COM 325 W2d2

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Ashford University *

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325

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Communications

Date

Feb 20, 2024

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pdf

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2

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The S-TLC system (Stop, Think, Listen, and Communicate) Stop - First, maria should take a step back and remind herself to stop. Ensuring that she does not react out of anger, frustration, or communicate ineffectively. Instead, reassure who needs to be that she will return to the matter only once she is calm and can discuss it professionally. Any known stress-relieving methods, such as taking a walk, getting a drink, or even temporarily avoiding it, will calm her down before approaching the conflict with an unclear, angry response that hinders the resolution and likey her career. Stoping is the first step in resolving conflict; it allows maria space to reflect on the conflict, response, and form resolution possibilities. Think- A person should always think before acting; that is no different in a conflict situation. It becomes even more critical to the resolution. Maria needs to think about the cause and possible outcomes before approaching her manager and what solution provides the best result for her, her customers, and the company’s goals. For instance, Maria’s goal is relational. According to Managing conflict through communication , “Relational goals involve attempts to gain power and establish trust as the relationship between those in the conflict is established” (Cahn, 2014, p4.1). Maria wants to show her manager her value in the company, with customer relations and job performance that has improved the relationships with customers and how changing the way she has done this may negatively impact those relationships, therefore business for the company. Listen - Listening to her manager; she would better understand the company’s changes and their bases for change. Perhaps Maria got too frustrated with the idea of her role changing because she felt personally attacked (like what she was doing was not good enough, or would be in her case). However, it benefits more to listen without judgment, openness, empathy, and give the other participants their full attention (Cahn, 2014). Only after stopping, thinking, and listening can maria respond and communicate constructively. Communicate - The last thing maria needs to do is use assertive communication. Having the ability to speak up for one’s interest, concerns, or rights; without interfering with someone else’s rights (Cahn, 2014). Maria can start by respectfully and politely telling her manager, “ I have some questions and concerns over the recent changes in my job duties, and I would like to sit down and discuss them with you, please.” As Maria and her boss have the conversation, she should be assertive in her statements and goals regarding the customer’s relationships and how the changes could negatively impact them. Maria can tell her boss, “ I feel that these actions are going to compromise the relationships that I
have worked diligently over the last six years here to establish and maintain.” She should present specific examples of how she believes the changes would negatively affect the relationship. Those examples can help clarify her concerns to her boss. As long as her boss is also willing to stop, think, listen and communicate, the two of them could significantly benefit each other, conflict management experience, and the customer relationships. Reference Cahn, D. D., & Abigail, R. A. (2014). Managing conflict through communication (5th ed.) Pearson.
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