AN ORGANISATIONAL COMMUNICATION APPROACH TO COMMERCIAL MEDIATION

Abstract

This research queries the importance of communication within conflict management processes, mainly related to mediation. It exposes the correlation between the subjects (mediation, conflict management and communication) as their essence and importance for the proper functioning of conflict resolution strategies in a business environment. A significant quantity of academic literature was one of the bases for this dissertation. The other basis of study was the application of a questionnaire seeking to quantify the objectives sought. This study aims to understand the importance of communication within the conflict resolution process when applied to companies and their impacts in this environment. It details the relationship between communication and Conflict management. It exposes the importance of placing employees as one of the agents of communication and conflict resolution and bringing mediation as an alternative to deal with conflicts within the corporate environment. Showing that communication is an ally to the conflict management and mediation processes. It benefits relationships, productivity and a healthier environment when used well. Through the data collection method, this study explores the implications of an active communication for employees and employers. This dissertation has relevant meaning for forthcoming studies in the area, as it highlights the influence of the communication in the mediation and conflict management process inside a company and the benefits that this can provide.