Communication
in humans covers an amazing range from affirmation to aggression. We use words,
gestures and conversations to build people up and tear them down.
Technologically assisted communication can also be deployed across the whole
human spectrum. It provides a new, novel arena and platform for conflict.
People Resolution’s
investigation, mediation
and coaching
casework contains growing evidence of E-conflict - miscommunication,
inappropriate behaviour, bullying and harassment conducted via email, social
media, phone, internet forums, texts. There is also the latent, smouldering
conflict cased by a lack of certainty and disagreements about some behavioural
conventions regarding the use of technology, devices and on-line communication –
a lack of agreed E-tiquette - for example:
·
Managers have told us that they find it
distracting and disrespectful if other participants monitor or even answer
their phones / emails during a meeting
·
People are asking to record a conversation
on their phone for ‘future reference’ and there is no policy / guidance for
this
·
Some people broadcast / copy others into
emails for no apparent reason or bombard others with emails at times of day well
outside normal working hours
This is a difficult are as I
mentioned in a recent white paper - Part 2 of the ABC Guide to Conflict
Resolution – Resolution Architecture.
·
E-tiquette is not sufficiently well
developed or universal to enable easy agreement about what is OK for some
people and not others
·
Many online modes of communication are all
about speed of delivery and reply and therefore meaning may get lost or
confused in the speed
·
Generational/cultural
differences may cause significant disagreements about what is appropriate and
what is not.
I have not found a lot of effective practice in this area.
Most conflict resolution and mediation training and provision do not even cover
this area. People Resolutions is currently researching the extent and nature of
E-Conflict and what organisations are doing to update their conflict resolution
practice in this area. Could you let us know?
What is your experience of E-conflict – what types of
situations and challenges have you come across?
What measures have you put in place to encourage user
friendly and socially constructive use of technology assisted communication –
do you have guidance on E-tiquette?
What specific measures have you adopted for effect
E-conflict Resolution e.g?
•
Use of on-line mediation, facilitation
•
Effective collection of electronic
evidence for formal investigations
•
Manager training on preventing and
managing e-conflict.
I have started this as a discussion in a number of
Linked-In groups, or you can comment on this blog or email to set up a
conversation with me on john.crawley@peopleresolutions.com
