THE ROLE OF COMMUNICATION IN CONFLICT MANAGEMENT

Anna Helmay

Arizona State University

Course

Professor Denhank

June, 2024

Week 3

Introduction

Conflict occurs in all types of human relationships and in all social settings. Because of

the many potential differences between people, the absence of conflict usually signifies the

absence of meaningful interaction. Conflict itself is neither good nor bad. However, the way

conflict is handled determines whether it is constructive or destructive (Eric, 2000). Conflict

is defined as a mismatch of goals or values between two or more parties in a relationship,

combined with attempts to control each other and antagonistic feelings towards each other

(Arie, 2008). Such incompatibilities or differences may exist in reality or may only be

perceived by the parties involved. Nonetheless, opposing actions and hostile emotions are

very real features of human conflict. Conflict has the potential for much destruction or much

creativity and positive social change. Therefore, it is imperative to understand the basic

processes of conflict so that we can work to maximize productive outcomes and minimize

destructive ones. This study will Briefly explain some common causes of conflict, role-play

communication games and common strategies for approaching conflict that are available.

The dynamics of socio-cultural life in United States is a kind of cross-cutting or tangled

thread if we look at the various problems that seem to carry sensitive terms to be used as

gossip and lead to conflict. Even so, conflicts in matters of religious harmony in United

States do not only occur between believers, we do not need to avoid that internal conflicts

such as fellow Muslims often occur. Whether it is in the area of fiqh, sharia, or politics, and

policies related to religion itself. The term conflict can be defined in various ways, for

example, by intensity (low or high) or casualties. A distinction can also be made between

disagreement and conflict. However, in this case the term conflict is loosely defined and

refers to international conflict), which includes both interstate and intrastate conflict

(Bercovitch and Jacson, 2009).

Conflicts with various causes are no doubt a polemic and a contribution to human

division. Resolution of conflicts that are likely to arise is necessary. Among them is the

existence of communication that is continued in the form of mediation both in religion and

other aspects. Communication as we understand it has long provided space for efforts to find

solutions to the problems that are intertwined around us. We understand, have, and often

communicate. However, the biggest question is our reluctance to perpetuate communication

as a medium that can be modified or changed the way it works for the common good. Other

than that, this unfortunate thing seems to be ignored. People or let's say academics seem

ignorant and reluctant to enter and engage in civil society, which in fact exists for us and we

exist for them. Moreover, the responsibilities of academics are also involved in the tri dharma

of higher education. Again and again when we talk about these kinds of terms, the inclination

towards research actions that are able to spawn long and spacious roads for the availability of

resolution space for various kinds of conflicts needs to be emphasized. That is, through the

research that is carried out, we can better understand the phenomena and dynamics of

religious and multicultural societies in United States. Whether it is in the qualitative area,

quantitative, or collaboration of both. So the formulation that offers integration of behavior

and communication sciences, religious sciences on joint problem solving is necessary and

important to consider. The formulation of the problem offered in this paper is how mediation

and communication can be used as recommendations in handling cross-sector conflict

resolution in United States?

Mediation and Mediators: The Middle Way to Reduce Conflict?

Mediation refers to an approach to conflict management in which a third party, who is

not a direct party to the dispute, assists disputants through their negotiations and does so in a

non-binding manner (Jacob and Allison, 1983), . The overall goal of mediation is to stop

violence and establish peaceful relations between conflicting parties. However, there seems

to be no there is no consensus on the definition of mediation, as the roles of mediation and

mediators have been understood differently by various scholars and have different meanings

in different cultural contexts. Broadly defined, mediation refers to a method of conflict

resolution (Young, 1967).

Chris Mitchell defines mediation as any "intermediary activity" carried out by a third

party with the primary objective of achieving a compromise settlement of the issues at stake

between the parties, or at least ending disruptive conflict behavior (Mitchell, 1981). On the

other hand, Moore defines mediation as "an extension or elaboration of the negotiation

process involving the intervention of an acceptable third party who does or does not have

authoritative decision-making power." mediation reflects the complexity and dynamics of the

process (Moore, 1986). Despite this complexity, there are a number of characteristics that are

common to most mediation efforts. Some of the key characteristics of mediation are listed by

Bercovitch (Jacob and Jackson, 1997).

Mediation is an extension and continuation of peaceful conflict management. It also

involves the intervention of outsiders - individuals, groups, or organizations - into a conflict

between two or more states or other actors. It is a form of intervention that is non-coercive,

non-violent and, ultimately, non-binding. Generally, mediators enter a conflict, whether

internal or international, to influence it, change it, resolve it, modify it, or affect it in some

way. Mediators bring with them, consciously or unconsciously, their own ideas, knowledge,

resources, and interests or those of the group or organization they represent. Mediators often

have their own assumptions and agendas about the conflict in question. Finally, mediation is

a voluntary form of conflict management. The actors involved retain control over the

outcome (if not always over the process) of their conflict, as well as the freedom to accept or

reject the mediation or the mediator's proposals. And as a final small note, it is understood

that mediation is usually only an ad hoc procedure.

Communication and conflict resolution

Shannon and Weaver also defined communication as "all procedures by which one mind

can influence another". This implies that communication can occur only in oral and written

media but also in music, pictorial art, theater and, of course, all human behavior. The

definition is that communication is a process that involves the transmission of a receiver and

that has the purpose of a reaction or reactions (feedback). What happens, therefore, can be

described by means of a stimulus - response process (Shannon and Weaver, 1977).

Communication in this context refers to the process of sharing information between

personalities, groups, and parties potentially in a conflict situation. This implies that even in

conflict situations, the individuals or parties involved can still talk. Whenever it is possible to

have a communication relationship between conflicting parties, the assumptions, stereotypes,

and attitudes, which are built up by the groups, can be overcome conflict groups dealing with

others. However, poor communication between communications can easily escalate conflict

between parties or individuals in conflict. Exchange and sharing of information can help in

resolving issues and building trust in parties in conflict and bring peace. "Most methods of

non-violent conflict management, according to Shedrack (Shedrack 2004), "such as

collaboration, negotiation and dialogue, such as mediation, conciliation, arbitration and

adjudication, are largely dependent on effective communication. "In situations where the

parties to a conflict can talk together about separate issues with solutions to the conflict, the

situation is the issue for the conflict with the situation. The same process can also prevent

crises or conflicts. Therefore, communication is a powerful and effective means of conflict

prevention and resolution that is non-hostile and inexpensive if only the parties concerned

realize it as an element of peace.

Negotiations

Negotiation pertains to an organization or form of executing a plan through some socially

acceptable norms in achieving a pre-determined goal or achieving a significant or high level

of steps taken or actions taken through dialogue. Negotiation is back-and-forth

communication designed to reach an agreement when you and the other party have some

interests shared and others opposed. As Akinnawonu (Akinnawonu, 2006) argues, dialogue

must be conducted constructively in situations of dispute or conflict to have a positive impact

on peaceful conflict resolution. He further emphasizes this claim by saying that: "Since the

rule of law guarantees peace rather than violence in this country, and knowing that dialogue

is a necessary avenue for peace, it follows that dialogue is a fundamental factor in ensuring

the rule of law. . In cases where there is not a very radical conflict of essential principles, bad

feelings can usually be assuaged by face-to-face discussion. "Many people believe that the

lack of opportunity for explanation is responsible for misunderstanding and suspicion

between parties to a conflict. Effective communication, therefore, is central to negotiation

which is the process of dialogue and direct discussion that takes place between at least two

parties faced with a situation of conflict or dispute. University for Peace sees negotiation as:

"communication, usually governed by established procedures, between representatives of

parties involved in a conflict or dispute".

Mediation

Mediation as a process of managing negotiations by a third party, recognizing that both

parties involved in the conflict have agreed to resolve their issues. According to Godong

(Godongs, 2006) 'Mediation is a specialized form of negotiation in which a neutral third party

has a role. Such a role is to help the conflicting parties reach a naturally acceptable

settlement'. To eradicate such conceptual interpretation problems, we will consider

conciliation, good offices, and fact-finding approaches of non-adversarial management and

conflict resolution methods as part of mediation. Conciliation involves the use of a party A

trusted third party to provide informal communication between the two parties in a conflict.

Also a good office is used in the mediation process to help identify issues and to reduce the

tension generated by those issues through direct negotiation. Intermediaries are engaged as

intermediaries. Fact-finding is the purpose of these intermediaries where the conflict situation

is assessed and a report is given to the concerned parties to provide solutions to the conflict

issues. Beer and Stief define mediation as ''...a process for resolving disputes in which

another person helps the parties negotiate a settlement' (Beer and Stief, 1997).

There is no exclusivity in either negotiation or mediation as conflict management

methods because everything depends on communication, dialogue and negotiation. These

three approaches also have their basis in language for effective impact and reality. Therefore,

language and communication are essential elements that operate with a 'double inclusive

mutuality'. Like mediation, arbitration and adjudication are other methods of third-party

intervention in resolving disputes or conflicts but this paper limits its scope to negotiation and

mediation and emphasizes the importance of language and communication in implementing

these non-violent methods in managing and resolving conflicts. Sometimes, dialog,

negotiation and mediation may fail to result in peace.

Arbitration

Arbitration is one method of a non-violent approach to conflict resolution. The use of

third parties in resolving disputes or conflicts through negotiation, dialog, cooperation,

communication, information flow, and management is becoming increasingly evident in our

society. The arbitrator hears evidence from both parties involved in the conflict and may

listen to witnesses, interview leaders or representatives of the parties, visit areas of conflict,

assess or evaluate claims, documents, land, and property in dispute. After gathering important

information and facilitating discussions, negotiations, dialog, listening and hearing meetings,

aimed at helping make critical decisions about who is right or wrong, the arbitrator then takes

bold steps to ensure fair play and justice to restore peace. The decision taken thereafter is

called an award which is expected to be binding on the parties. The parties to the conflict,

however, must agree and accept the arbitrator sitting over their case. Arbitrators are usually

people with respected character, authority, and peace in the community. Arbitration is similar

in nature to mediation and adjudication in the sense that negotiation, dialog and

communication are used in managing and resolving disputes or conflicts. The achievement of

arbitration as a way of resolving disputes or conflicts depends on effective communication in

the form of interaction, conversation, dialogue, negotiation to produce an improved process

of "controlled communication". Competence in Communication is necessary for successful

arbitration as listening and speaking skills, reading and writing skills are required for

effective mediation, negotiation, dialog, and communication. The ability to listen, understand,

summarize, ask questions for clarification and inquiry in the arbitration process through

serious arbitration, lies will be detected, the truth will emerge. In addition, fears, suspicions,

concerns of interests and goals will be expressed during the dialog, negotiations and

conversations with the arbitrators who will now take the decision to bring an acceptable offer

or award to resolve the dispute or conflict that will bind the parties involved in a conflict.

Court

Sometimes, parties involved in a conflict may decide to settle their differences in court

and use litigation mechanisms. The aggrieved party who chooses this non-violent method is

prepared to take the verdict or judgment of the presiding judge of competent jurisdiction for

better or worse or either in its favor or against it. The judgment is binding and will be legally

enforced through the state apparatus to resolve the conflict. This mode of conflict resolution

is usually characterized by winners and losers, bitterness, and excitement as the case may be

the legal counsel involved in the adjudication process. Counsel for the parties involved in the

conflict will present their case through address, providing information, arguments, claims,

evidence, cross-examination, evidence, witnesses with the aim of winning after the hearing

and the verdict is delivered. Communication, information and logical presentation of facts,

evidence, proof and application of legal procedures are some of the features of adjudication.

However, when a particular court fails to interpret or apply certain laws in accordance with

their underlying public values, it can be corrected by higher level courts and by the

legislature.

Apart from the bitterness that follows after judgment, in losing cases, peace is also

elusive between the two parties involved in the conflict. Negotiation after the conflict is

impossible because litigation ends in a win-loss outcome. The parties cannot decide the

duration and nature of the judgment outcome.

Methodology

This article is written by applying a review of various literature including books, journal

articles on studies related to the topic of this article, and other studies that are still able to

support the need for comprehensive writing. Including the involvement of various news page

alerts that support this article. The presentation in this study uses descriptive narrative,

although the data or studies used in this paper also come from many quantitative studies.

Results And Discussion

Perception of Conflict

The perception of conflict expressed by several respondents in one study finding from

Wicaksono concluded that the perception of conflict that occurred was due to economic

inequality (Wicaksono, 2013). Other research also shows that conflicts, both horizontal and

vertical, are often driven by various perceptions including different interests; lack of

government openness; stagnant socialization (Endah, 2017). The literature shows that most

conflicts can be analyzed either as task issues, process issues, or relationship issues.

Although, the common perception of conflict involves negative connotations, e.g. hostility,

anger, scientific research has shown that conflict can be an opportunity to improve overall

performance and outcomes (Bradley, 2015). The literature strongly suggests that conflict

involving relationship issues can usually be detrimental to goal achievement. However, this

can be moderated by interventions that provide clarity and cohesiveness regarding

expectations and outcomes (Jehn, 1997). Thus, we can conclude that perception as well as

task formation are significant moderating components regarding both the meaning and

application of conflict.

Communication in Conflict Zones

To manage or prevent conflict, the first key is communication. Conflict is not inherently

bad, but it is how it is managed that determines the outcome. Conflict can play a big role in

all of our lives. It can happen at work, at school, at home and in our neighborhoods. Conflict

in society can often lead to uncertainty, arguments, aggression, destruction, and even

violence. There are no winners in conflict. Globally, this truth has been proven historically.

Therefore, diplomacy is the order of the day. As the world we live in becomes increasingly

interconnected technologically, economically, and governmentally, the development of a

more meaningful level of dialog, genuine communication, and mutual understanding will be

necessary. Upholding human dignity whatever our ideologies, agendas and goals will be best

for all of us. For this reason each individual and the global community collectively will

benefit enormously from developing effective communication, negotiation and conflict

dispute resolution skills. Much of the conflict in our lives stems from the way we

communicate with others. Ineffective communication creates conflict even in situations

where there is no real "conflict issue" or disagreement about a substantive issue. Poor

communication causes hurt, anger, frustration, and tends to erode relationships, sometimes to

the point where they cannot be repaired. Often we call these situations personality conflicts,

when in fact they are the result of poor communication.

Another institution pressed into service apart from the state and local customary

institutions, which has also led to the escalation of conflict, in conflict zones in United States

as a whole, is the media. The role of the media in United States as a developing country under

democratization is particularly noteworthy. There has been significant progress in the spread

and diversity of the media since 1998 due to the increased freedom that the state has given to

the media. This remarkable transformation has contributed to the consolidation of democracy

in the country by creating a platform for citizens to express their opinions and setting the

agenda for public debate on various issues. However, the conduct of the media in the country

has drawn a lot of criticism over the years due to the polarization of media houses, and other

prejudices that point to an imbalance in reporting.

Communication Strategies in Conflict Zones

Communication strategies in defusing or managing conflicts that are occurring can be

done through various means. The findings in various studies show that the forms of

communication strategies used in conflict situations are through electronic media such as

radio, mobile phones; FM stations; print media such as daily newspapers; magazines; posters

depicting peaceful coexistence; government information moving from community to

community, consultations with parties involved in the conflict; stakeholder meetings; and

face-to-face communication with leaders from various parties. Meanwhile, Fahrimal and

Safpuriyadi's research shows that there are various ways, namely communication strategies in

resolving conflicts. The strategy includes problem identification; definite goals; time limits;

tactics; to motivate people to change (Yuhdi Safpuriyadi Safpuriyad, 2018). Another finding

that can be said to refer to the framework of this paper is Jalil's study which shows that

negotiation, conciliation, and mediation have proven to be able to reduce conflicts that occur

in land disputes in Pasir Belengkong, Paser district (Jalil, 2014). Based on these studies,

communication applied in various conflict situations actually requires the expertise of

mediators. This also confirms that the involvement of communication here provides a fairly

open space, of course, provided that the effectiveness of communication is mandatory.

However, it should be noted that the involvement of communication as a strategy through the

various mediations needed can also refer to forums in group communication involved in the

conflict. In addition, communication strategies can also rely on persuasive communication

that can be built through various trainings. Furthermore, this can also refer to community

participation in conflict resolution (Tutik and Wenny, 2020).

Communication and conflict escalation

The main objective of this study is to examine the role of communication in conflict

management and how the "most important" means of communication - the use of words,

whether verbal, written or non-verbal - can catalyze the escalation of conflict into large-scale

civil disturbances. The key point to establish is that poor communication can be the root of

conflict. Poor communication turns latent conflict into violence. On the other hand, good or

effective communication can facilitate peaceful conflict management or resolution. From the

results and objectives of this study, poor communication falls into two types: offensive

communication and unclear communication. The researcher shows how both have resulted in

ethnic, religious, political and cultural conflicts (Amin, 2017). Communication is central to

the experience and management of conflict. It is through communication that people express

their desires, realize differences, and attempt to resolve those differences.

Offensive communication as used in this section means sending offensive information to

the other party, while vague communication means sending vague information that can give a

malicious interpretation by the decoder, especially in situations of existing social conflict. To

illustrate the role of offensive communication in the escalation of ethnic, religious and

political conflicts, some examples are taken from newspaper reports of disagreements that

occurred between two rivalries involving two major religions in United States. We can look

as far back as 2001. The position of the local and national media in polarizing and dividing

Poso's conflicts made its position accumulate with previous problems. So that the form of

mass media communication at that time can clearly be read as a trigger that is hard enough

for the chaos of the atmosphere and the spread of conflict to remote areas.

Communication and media in conflict resolution

The media and all channels of communication and information flow or dissemination are

very important in gathering information about disputes or conflicts as well as disseminating

information about conflicts or peaceful messages or signals to people around the world. It is

observed that the media can promote conflict if it wants to. In this age of information and

communication technology, information spreads like wild fire. A new dispute or conflict in

Asia can spread to the interior parts of the African continent within minutes through the

internet, telephone, newspapers, various television channels carrying the dispute or conflict.

Sometimes, the disputants or the main perpetrators in a dispute may ask people to rise up for

a cause or call off violent acts through electronic or print media. Therefore, communication,

information and language are very important in conflict management. The recent political

crisis resulting from the disputed presidential election in Kenya and the role played by former

UN Secretary-General, Kofi Annan as mediator, was highlighted in local and international

media.

Conclusions

Ethnicity, race, beliefs, religion, and interests in various sectors are often described as

having a negative impact on conflict and peace processes. Bigotry and hatred are indeed the

main drivers of so many conflicts in the world today. Many people would see these things as

the main cause of conflict. This socio-cultural sector is about difference, morality and

justification. But it has another dimension, one that is usually overlooked, and that is its role

in peacemaking and mediation. The author has tried here to emphasize some of the

implications of this role. A key area where actors and mediators in development

communication have a significant impact is on the process of fostering spirituality with

implications for peace and other aspects. Trust-based actors bring a new dimension of trust

and legitimacy and thus capitalize on the process. They are respected, often even admired,

and readily followed. This gives them tremendous leverage over certain parties to the

conflict. Race, ethnicity, faith, religion and other easily swayed sectors are here seen as key

sources, levers for good. While the state brings them into the mediation process tangible

resources such as respect, trust and loyalty. They can work effectively to change how we are

perceived today. Certainly not by abandoning the communication that can bridge them.

Therefore, the development of a life that has more spirit with the involvement of many parties

and approaches becomes the basic foundation to perpetuate the ideals of peace and harmony

in United States.