Conflict management and communication are very important in day to day work life. While working in a job, that most people calling me have a problem, knowing how to manage the problem is detrimental. I work for an insurance company and most people have it in there mind, that we are out to get them or going to make there life difficult. If someone has a legitimate claim, my job is easy. It is the people that hurt themselves over the weekend then try to pretend it happened at work when they get in on Monday morning. It takes a lot of investigation and questioning.
When speaking with a claimant, I try to get them into a conversation, to try to make them feel at ease a little bit, almost like a peer. This form on communication can make my job quite a bit easier. It does not always work like that though. After my investigation is over, that is when most of the conflicts start. I do not take the all powerful position, even though I am the one in charge of the claim. I try to talk though each situation with my claimant so we can both understand what the problem is and try to come up with a solution. If you talk to someone like you are a dictator, things typically are not going to go well. This approach does not always work well; sometimes there is a need to be forceful just to get my point across. Dealing with all different types of people, you typically learn a few different approaches.
In conclusion, Horizontal communication, I feel is a lot better way of communication the vertical communication. People can feel more of ease and you can work through conflicts a little easier.