An analysis of communication dynamics in workplace conflict management dialogues: the case of civil society organisations in Nairobi county.

Abstract

This study sought to analyse communication dynamics in workplace conflict management dialogues within Civil Society Organisations in Nairobi County. The objectives of the study comprised; to investigate communication hurdles that necessitate the use of dialogue in workplace conflict management; to establish the different types of dialogue in workplace conflict management; to explore the factors that influence the main communication dynamics in workplace conflict management dialogues and to establish the conditions necessary for constructive dialogue in workplace conflict management. The coordinated management of meaning theory was used to illuminate the understanding of communicative actions during these dialogues. The spiral of silence theory was used to expound on why and how silence is used during workplace conflict management dialogues. The study design was descriptive, and the research approach was qualitative. To collect primary data, the researcher conducted key informant interviews using an interview schedule. Informants were purposefully selected based on the inclusion-exclusion criteria. The data was analysed thematically using Lanigan’s simplified three-step qualitative data analysis method and presented in the form of narratives. Confidentiality, adherence to University of Nairobi research regulations as well as other ethical considerations were observed. The findings of this study showed that within Civil Society Organisations in Nairobi County, passive communicative actions like silence derailed the dialogue process whereas communicative actions like empathic listening aided in achieving a desirable outcome. The findings also intimated that dialogue is preferred in managing workplace conflicts for its suitability in maintaining workplace relationships, but its use is usually informal as it is not ingrained in the workplace conflict management policies. Gender too was a factor that influenced the dialogue process. This study concluded that workplace conflicts can be managed best using dialogue when the dialoguers are cognizant of the communication dynamics taking place and the factors influencing them. This study recommends that workplace conflict management dialogue be considered as one of the official ways of managing workplace conflicts.