Teams communication and conflict - Communication channels ba...

Learning Outcomes

After reading this article, you will be able to explain how teams communicate within organisations, identify formal and informal channels, describe common barriers to communication, and outline practical approaches for overcoming barriers and managing team conflict, including basic negotiation techniques. You will learn to apply these concepts to workplace scenarios and understand their direct relevance for the ACCA Business and Technology (BT) exam.

ACCA Business and Technology (BT) Syllabus

For ACCA Business and Technology (BT), you are required to understand how communication and conflict affect team effectiveness, including the practical steps to improve communication and manage disputes. Focus your revision on:

• The main methods and types of communication used in business teams: formal and informal channels, patterns (vertical, horizontal, diagonal), and non-verbal forms
• The typical barriers to effective communication and practical steps to overcome them
• The consequences of poor communication for team performance
• Techniques for resolving team conflict and the basics of workplace negotiation
• The impact of communication and conflict on organisational effectiveness

Test Your Knowledge

Attempt these questions before reading this article. If you find some difficult or cannot remember the answers, remember to look more closely at that area during your revision.

1. Name three types of communication channels found within a team environment.
2. Which of the following is a barrier to effective communication?
   A) Clear instructions
   B) Jargon
   C) Feedback
   D) Defined roles
3. A team conflict has arisen due to unclear roles. Which practical technique can help resolve it?
4. Briefly explain the purpose of negotiation in team conflict situations.
5. True or false: Non-verbal communication is only relevant in face-to-face meetings.

Introduction

Effective communication is central to how individuals and groups work together in organisations. Teams depend on structured communication to coordinate their efforts, share knowledge, and address disagreements. When communication breaks down, barriers arise and can lead to misunderstandings, poor performance, and unresolved conflicts. Knowing the main communication channels, common barriers, and methods for resolving conflict through negotiation is essential for managing teams and ensuring organisational effectiveness.

Key Term: communication channel
The method or medium through which information and messages are transmitted between team members or groups, such as meetings, emails, or informal conversations.

Key Term: communication barrier
Any factor that prevents, distorts, or delays the flow of information between people, resulting in misunderstanding or reduced effectiveness.

Key Term: negotiation
A process where two or more people or groups discuss issues to reach a mutually acceptable agreement, often used to settle conflicts or distribute resources.

Communication in Teams

Communication enables teams to share information, coordinate activities, and solve problems. It can be formal—following clear organisational procedures, or informal, based on personal interactions. Both types are important for effective teamwork.

Types of Communication

Teams use several communication channels, including:

• Formal (official): Meetings, emails, memos, scheduled briefings, and written reports which follow the established hierarchy.
• Informal ("grapevine"): Casual conversations, instant messaging, or unofficial feedback outside formal structures.
• Verbal: Spoken, either face-to-face or via phone/online calls.
• Non-verbal: Body language, gestures, facial expressions, and tone, which often convey attitudes or emotions, especially in in-person meetings.

Communication Patterns

Organisations structure communication in several ways:

• Vertical: Upward (from staff to management) or downward (from management to staff) communication.
• Horizontal/Lateral: Between employees or departments at the same organisational level.
• Diagonal: Between different levels and departments not on the same chain of command (e.g., a junior in HR to a senior in IT).

Worked Example 1.1

A department manager circulates a weekly performance report to the team by email and discusses urgent issues in a Monday meeting. Team members also use a group chat for quick questions and share updates with each other directly.

Question: List the communication channels used in this scenario and specify which are formal and which are informal.
Answer:
Formal channels: weekly performance email, Monday meeting.
Informal channels: group chat, direct updates between members.

Barriers to Effective Communication

Barriers disrupt the accurate exchange of information. Knowing these obstacles helps teams find solutions.

Common Barriers

• Language/Jargon: Technical terms or unclear language can confuse recipients.
• Information overload: Too much data at once causes important details to be missed.
• Status differences: Hierarchical differences discourage open feedback.
• Physical distractions: Noise, poor technology, or unsuitable meeting spaces.
• Cultural differences: Different backgrounds could lead to misunderstandings.

Worked Example 1.2

An operations team receives a detailed technical report written with complex industry jargon from an external consultant. Several team members are unfamiliar with the terminology and misunderstand the recommendations.

Question: Identify the main barrier and explain its effect.
Answer:
The main barrier is jargon (language). The effect is misunderstanding of recommendations, leading to possible mistakes in implementation.

Exam Warning
Remember that assuming all team members interpret information in the same way is risky. Always consider language, audience, and context.

Overcoming Communication Barriers

Teams can take practical steps to ensure information flows smoothly and misunderstandings are reduced.

• Simplify language: Use clear, straightforward vocabulary and avoid unnecessary jargon.
• Encourage feedback: Allow questions and confirm understanding.
• Use appropriate channels: Match the method to the message (e.g., sensitive topics are best handled in person).
• Clarify roles: Clearly define responsibilities to reduce confusion.
• Provide communication training: Teach active listening, non-verbal signals, and clarity in writing/speaking.

Worked Example 1.3

A finance manager realises that different terminology in internal emails leads to confusion about deadlines. She introduces standard templates and requests confirmation replies from staff.

Question: Which solutions are being used to overcome communication barriers in this example?
Answer:
Solutions include using agreed templates to clarify language and requesting confirmation replies to ensure understanding.

Revision Tip

In exam questions, always identify the specific barrier first—then consider which practical steps can match the problem.

Conflict in Teams

Some conflict is natural in teams, but poorly managed conflict disrupts work and damages relationships. Recognising sources and knowing how to resolve issues is important.

Types and Sources of Conflict

• Task conflict: Disagreement over work processes or goals.
• Relationship conflict: Clashes of personality or communication styles.
• Resource conflict: Competition for equipment, time, or team members.

Common Causes

• Poor communication or unclear instructions.
• Competing objectives.
• Ambiguous roles or responsibilities.

Consequences of Unresolved Conflict

• Reduced productivity and morale.
• Increased errors, delays, or staff turnover.
• Damaged professional relationships.

Negotiation in Team Conflict

Negotiation is a structured way to find solutions when disagreements arise. Both sides explain their views, identify shared interests, propose options, and agree a compromise.

Basic Negotiation Steps

1. Preparation: Identify the issue and desired outcomes.
2. Discussion: Each party presents their viewpoint.
3. Bargaining: Alternative solutions are considered.
4. Agreement: A mutually acceptable solution is reached.
5. Implementation: The agreed actions are carried out.

Worked Example 1.4

Two project managers both want a key analyst for the same critical task during the same week. They meet with the analyst to discuss the workload and agree to split her time between the projects, adjusting deadlines to accommodate both tasks.

Question: How was negotiation used to resolve this scheduling conflict?
Answer:
Both managers discussed their needs, agreed to compromise, and shared the resource by adjusting plans—demonstrating negotiation in action.

Exam Warning

Avoid confusing negotiation with simply giving in. Negotiation requires dialogue and willingness to reach a practical agreement acceptable to all parties, not one-sided concessions.

Summary

Teams communicate through multiple channels and patterns, both formal and informal. Barriers such as unclear language, status, and physical distractions can cause serious misunderstandings, reducing effectiveness and causing conflict. Addressing these barriers with practical measures, and learning how to negotiate, helps teams resolve disputes quickly and keeps work on track.

Key Point Checklist

This article has covered the following key knowledge points:

• The main communication channels and patterns in team environments
• Typical barriers to effective communication and their impact on teams
• Practical methods to overcome communication barriers
• How conflict arises in teams and the effects of unresolved disputes
• Negotiation as a method for resolving workplace conflict and the basic negotiation steps

Key Terms and Concepts

• communication channel
• communication barrier
• negotiation