Within get along with one another, they

Within any working settings, the
conflicts are generally unavoidable between staff in any positions namely
between employees and employees or managers and employees. When the problems
occurred, it makes the working climate become difficult for each individual to
interact with one another because a single person personally holds fixed
perceptions of the others, simply upholding the thoughts that each individual
cannot get along with one another, they make use of anyone to step to the top,
they are difficult to talk or negotiate with, or they simply seem not to pay
attention to anyone’s talk,  merging the
ineffective listening and unsuccessful communication in the entire
organization. Listening skill refers to the ability to accurately receive and
interpret messages on the communication process, and without the ability to
listen effectively, messages sent are prudently misinterpreted and
misunderstood, causing the showdown communication and each partner becomes
frustrated and irritated. (Listening Skills, n.d.). This hides the implication
that effective listening can overwhelmingly solve the conflicts incurred in any
working environments, with many unexpectedly beneficial results to the
organization. Here in this piece of writing, it will be elaborated how to
effective listening and successful communication are the main sectors in
contributing to solve problems in the workplace, with one self-constructed case
study in details following with thoroughly critical analyst and suggested
solutions.

To build up strong understanding
towards effective listening and successful communication within the workplace,
there are a huge number of websites and research studies having been working to
dig up the useful information as the global and regional benefits. As the
author in Money-Zine webpage defined “Effective listening skills are the
ability to actively understand information provided by the speaker, with
displaying interest in the topic discussed, providing the speaker feedback,
asking pertinent questions, as to ensure the message is being understood.”.
Moreover, there are some suggested steps to become more effective listener.
Firstly, to become a more effective listener is to act like a good listener.
Secondly, the listeners need to look at the
speaker by watching the speaker closely to get nonverbal signals sent out from
the speaker. Then, making eye contact with the speaker is the way alerting the
speaker of listener’s involvement within the talk. Next, use receptive language
when listening.”  It is impossible
to listen when speaking. Eventually, concentrate on what the speaker is
speaking by listening to his or her point of view without holding mental
argument with the speaker, (Staff, 2015). Moreover, as quoted from the Good
Therapy website, there has been a number of problems incurred due to the
absence of effective listening when partners communicate with one another.
Having good listening skills can foster good communications, resulting in
enhancing understandings and minimize misunderstandings and misinterpretations.
Plus, the application of good listening skills often means that many
interpersonal conflicts may either be resolved more easily or avoided
completely. For instance, within an almost explosive situation case, the best
solution is to slow down and listen carefully to figure out the true needs of the
other parties, and respond back with the emotional support, probably lessening
intense, (Staff, 2015). In addition to the two websites above, there is a
research paper entitled “The importance of effective listening skills:
implications for the workplace and dealing with difficult people” demonstrating
research’s purpose to identify the role of effective listening skills with
other skills as well as to evaluate the implication dealing with difficult
people in the workplace. Specified in his research, he had chosen survey tool
in both qualitative and quantitative methods to gather all the needed
information from 1870 employees at University of Southern Maine by using USM-L
email listserv to contact the participants in that university. After collecting
all the information to the saturation point as determined, he interpreted the
data by using online survey platform to get the data interpreted for
qualitative study and IBM SPSS statistics 19 for quantitative study. Having
done his research process, he has found out that almost 86% of the respondents
and around 84% of coworkers claim to possess the effective listening within
their workplace by noticing level of patience in listening, paying attentions
to the speaker, making non-verbal communication, and showing supports with
empathy to the speakers, and using mirror statements, which all are considered
to fall into the four types of listening skills that each individual needs to
possess. (SULLIVAN, 2011). Furthermore, another research has already been
studied communication in the workplace, finding out many benefits contributed
to the organization namely, creating job satisfactions, lessening conflicts,
increasing productivities, enhancing relationships, and utilizing resources
properly in the organization. As to gain all the aforementioned benefits, the
authors suggested the roles to both sender and receiver, managing to obtain
some awareness and improvement in the forms of verbal, non-verbal, and written
communications effectively so as to avoid confusions from any aspects. (Akua
Ahyia Adu-Oppong & Emmanuel Agyin- Birikorang, 2014).

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TOTO coffee is a popular coffee shop
in the city, which has been opened for two years, with a desirable service and
remarkable taste. Recently, the coffee shop was expanded and recruited 3 more
employees. Sarah is one among new staff, who has been hired to be a waitress
there. She has been working for 2 months, and she always comes to work
punctually; however, in the last two weeks, because she feels sick and she is
busy with her schoolwork, and she has a hard time due to breaking-up with her
boyfriend, she often comes late and works slowly and carelessly. Sometimes, she
broke cups, the other time she made wrong orderings. The customers ordered iced
coffee, but she noted down hot coffee instead. The customers got mad and
complained about the service for getting worse and worse. Before the manager
knew the case happened, one of the waitresses named Julie who used to be
virtuous in the shop, tried to explain the manager about Sarah’s difficulties
and reported him what happened. Without getting accurate and sufficient
information from Julie, the Manager hands the letter to Julie to pass it to
Sarah and fire Sarah from work without telling her any reasons or finding the
root causes of all the problems of customers’ complaints.

According to the above case, there
are noticeably main problems causing the manager to fire Sarah from her work
namely, lack of effective listening and lack of communication. The lack of
effective listening appears to be the significant one. After the manager had
listened to Julie, he did not give feedback to Julie of what he understood; as
result, he decoded information incorrectly. As working in the managing
position, the manager did not take all the problems into consideration
critically and pay more attentions to feel the employee’s situations so as to
make the desirable working environment to everyone. Not only does the manager
have ineffective listening, but Julie obviously upholds the ineffective
listening skill due to the fact that she reported the complaint without
clarifying with Sarah, depicting the lack of effective listening within the
organization. According Janice Tingum, author of the biography “E.B. White: The Elements of
a Writer”, “Active listening is important because we can gain
information, develop trust, maintain reputation, reduce conflict and motivate
employee”. Apparently in the above situation, there is also the lack of
communication which provokes the problem in workplace. Since Sarah did not reveal her reasons or difficulties why she did
not come on time and worked without self-consciousness to the manager by
communication before mistakes happened. In addition, after having known the
mistakes, the manager did not communicate with Sarah directly and he ended up
with firing Sarah from work due to his outrage. According to Chris Joseph, a
writer of Small business website stated “Failure to communicate effectively
often leads to conflict, which can harm an organization. Poor communication can
create conflict in a number of ways such as creating uncertainty, sharing
resource, poor teamwork, and rumors and gossip.” As what we have studied so
far, in workplace, communication can help to avoid conflicts and problems and
to foster working climate and also to lead to productive work.

After going through the analysis,
there are different concepts on effective listening appearing from the two
sources which have been referred so far. According to Money-Zine webpage, to
perceive messages actively given by the speaker, with unveiling interest in the
discussed matter, we need effective listening skill by providing the speaker
with feedback, grilling of relevant questions, to make sure the message is
being understood. While Therese Shepher, PhD
student Institute of Psychological Sciences, “the ability to listen effectively
is a core skill in a range of interpersonal situations and effective listening
underpins oral communication”. Moreover, it is implied that in listening
skills, it also has communication skills since the first author mentioned about
providing message and ability to understand information which is implied that
two parties involved in communication which are the speaker and listener use
their listening skills. Moreover, the other author stated effective listening
supports oral communication which means effective listening is a part of
communication. Interestingly, our group have also presented how to build
effective listening and successful communication in workplace. Backing to our
group presentation, we came up with the definition of listening, types of
listening, types of communication and how to improve our listening and
communication skills. As we have mentioned above communication and effective
listening skills, it seems to have  a
strong connection between both in  our
presentation and in the written work.

Every problem happens for its own
cause, so only by figuring out that main cause, solutions can be recommended to
fix the problem. Backing to the case, it above illustrates issues of the lack
of effective listening and communication in the workplace, which leads to fire
Sarah from the coffee shop.  There is a
quote by Matthew Quick stated that “The mental health conversation is very
important to me. I have friends that struggle with various mental illnesses. I
have struggled with depression and anxiety. I am very interested in how we deal
with that.”. It is recommended that while having problems such as feeling sick,
busy with school work, and breaking up with boyfriend, Sarah should have
approached some of her close friends who can give her emotional supports to
discuss in order to find the solution for the problems. According to DeLores
Pressley “Empathy plays a
major role in the workplace for every organization that will deal with
failures, poor performance and employees who truly want to succeed. As leaders,
our role is simple—deal empathetically with our team and watch them build a
strong and prosperous organization.” In addition, Sarah should have
asked her manager to give her some time to rest and relax her mind, rather than
causing more troubles in the coffee shop, negatively affects other’s business.
Moreover, Julie is the one who reported the customers’ complaint to the
manager, but before that she should have clarified  with Sarah about the real issues. Julie
personally judges Sarah based on body languages and facial expressions only.
Nonetheless, the manager who has the authority to give order to workers, he or
she should have discussed with Sarah or given her a first attempted warning
before firing her carelessly. As having been working together, the manager
should have taken considerations for Sarah’s efforts put in 2 month-work within
the shop.

In
conclusion, throughout the thorough study and research, it is clear that having
effective listening and communication skills is really significant in any
organizations. Both integral skills are the main contributors to the success of
the organization in the ways of minimizing the conflicts, leading to
enhancement of relationships, productivities, and effective allocations of
resources, which are the desired factors in any business objectives. As having
been mentioned so far, in
order to avoid conflict in the organization, both higher and lower position
people should understand, have faith and trust for each other. Asking questions
is one the way to clarifying the problems. Sometimes, as the listener, giving non-verbal
cues such as nodding, making eye contact with the speaker can show desire to
understand. Watching the speaker’s body language help the listener to convey
more understanding. Improving effective listening and communication skills in
the workplace is the key to success, as it has been shown to positively
influence on careers, relationships, and the abilities to lead. Hence, effective listening and
communication skills are strongly recommended to be adopted due to their great
numbers of benefits contributing to the working climate as well as the entire
organization.