Have you ever wondered how to communicate well to manage conflict? We often think of conflict as inherently bad, but instead, if we think of it as normal and natural, could there be such a thing as collaborative conflict management? It turns out that although we often shy away from conflict, it can actually be useful when we know how to handle it well. In particular, when we approach interactions with a mindset of Listening, Engaging, Acknowledging, Rapport building and Nurturing—that is, using the LEARN framework—we not only build trusting relationships, we also contribute to a workplace culture of collaboration that makes it easier to have difficult conversations when conflicts arise. Listen to this episode for a fascinating and thought-provoking conversation with Dr. Jameson about her research over the past thirty years on workplace conflict, and how you can more effectively manage yourself and others in these situations.
Dr. Jessica Katz Jameson bio:
Jessica Katz Jameson is Professor and Head of the Department of Communication at North Carolina State University. She studies organizational communication and conflict management, with special attention to third party intervention, the roles of identity and emotion in conflict, and interdisciplinary collaboration. She is author of Communication for Constructive Workplace Conflict (Wiley), which received a 2023 Outstanding Textbook Award from the National Communication Association Organizational Communication Division. Her work appears in outlets including Journal of Applied Communication Research, Negotiation and Conflict Management Research, Negotiation Journal, and Western Journal of Communication. She is a community engaged faculty fellow and serves as a volunteer mediator for the State of North Carolina and NC State University. Jessica received a Ph.D. in Communication from Temple University in Philadelphia, Pennsylvania.
Works referenced in the episode: