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headers already sent by (output started at /mnt/web121/c0/79/5531679/htdocs/cms/lib/classes/cms_class.php:218) in /mnt/web121/c0/79/5531679/htdocs/cms/all_inc_front.php on line 280 Warning: Cannot modify header information - headers already sent by (output started at /mnt/web121/c0/79/5531679/htdocs/cms/lib/classes/cms_class.php:218) in /mnt/web121/c0/79/5531679/htdocs/cms/all_inc_front.php on line 281 niederhaus.com GmbH | Entstehung von Konflikten | Eckhard Niederhaus - www.niederhaus.com
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Entstehung von Konflikten

Konflikte entstehen meistens durch Missverständnisse in der Kommunikation.

Je nach Typ und individuellem Wahrnehmungsstil senden und empfangen wir Nachrichten schwerpunktmäßig auf unterschiedlichen Ebenen.

Laut Friedemann Schulz von Thun gibt es in der Kommunikation 4 Ebenen, auf der eine Information ausgedrückt und verstanden wird:

niederhaus.com: Grafik Kommunikationsquadrat

Beispiel für eine gestörte Kommunikation durch Missverständnisse:

Ein Projektleiter sitzt mit seinem Team im Meeting und sieht in der Trackingliste eine Terminüberziehung eines Arbeitspakets und fragt den Mitarbeiter: „ Warum ist der Termin überzogen?"

Er meint damit auf den verschiedenen Ebenen:

Sachebene: Der Termin ist überzogen.
Selbstoffenbarung: Ich weiß nicht, warum.
Beziehung: Du wirst es wissen.
Appell: Sag mir, was passiert ist.

Der Mitarbeiter versteht den Projektleiter auf den verschiedenen Ebenen folgendermaßen:

Sachebene:Der Termin ist überzogen.
Selbstoffenbarung:Ich bin mit deiner Leistung unzufrieden.
Beziehung:Du bist ein mieser Mitarbeiter.
Appell:Mach beim nächsten Mal deine Arbeit vernünftig.

Wenn der Mitarbeiter nun die Nachricht auf seiner Beziehungsebene empfängt schluckt er seinen Ärger herunter und denkt sich: „Du wirst schon sehen, was Du von deiner arroganten Art hast..."

Wird dieses Missverständnis nicht „aufgedeckt" und gelöst, kann sich im Laufe der Zeit durch weitere „Vorfälle" ein Konflikt entwickeln der mit dem auslösenden Sachereignis nichts zu tun hat. Die emotionale Ebene hat dann die Sachebene überlagert.
In diesem Stadium wird eine Lösung auf der Sachebene nicht zum langfristigen Erfolg führen.

Wird dieses Konfliktpotential nicht erkannt und bearbeitet, überlagert die emotionale immer weiter die sachliche Ebene und der Konflikt wird immer größer.
Leider sind die Konflikte nicht immer leicht erkennbar da die Konflikte und Gefühle nicht offen ausgesprochen werden.

Typischer Verlauf von Konflikten anhand der „Fieberkurve" nach Christoph Thomann.

niederhaus.com: Grafik Konfliktverlauf

Deshalb ist es wichtig, Konflikte oder Konfliktpotential möglichst früh aufzudecken und zu bearbeiten.

Durch eine gute Teamhygiene und praktiziertem Konfliktmanagement können diese Konfliktpotentiale frühzeitig erkannt und aufgelöst werden.
Ich unterstütze Sie dabei gerne durch mein Expertenwissen mit Menschen & Projekten.