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Key approaches to 
managing disagreements and conflicts 
include understanding the problem and the 
personalities involved; encouraging those involved to discuss the problem; exploring possibilities for 
mutual satisfaction (win-win); negotiating compromise where required; using formal grievance 
procedures where necessary. 

 
Communication
is a two-way process involving the transmission or exchange of information and the 
provision of feedback. It is necessary to direct and co-ordinate activities. 

 
Communication in an organisation 
flows
downwards, upwards, sideways and diagonally.

 
Data and 
information 
come from 
sources 
both 
inside 
and 
outside 
an organisation. An organisation's 
information systems should be designed so as to obtain – or
 capture
– all the relevant data and
information required. 

 
Organisations require 
information
for a range of 
purposes
. 
– Planning 
– Decision-making 
– Controlling 

 
Good information
has a number of specific qualities: the mnemonic 
ACCURATE
is a useful way of 
remembering them. 

 
Communication can be depicted as the 
radio signal
model. The sender codes the message and transmits 
it through a medium to the receiver who decodes it into information. 

 
Effective communication
: the right person receives the right information in the right way at the right time. 

 
Informal communication supplements the formal system. 

 
Barriers
to communication include 'noise' from the environments, poorly constructed or coded/decoded 
messages (distortion) and failures in understanding caused by the relative position of the senders and 
receivers.