Chapter 18 Final Exam Flashcards
Communication
The process of sending and receiving symbols with meanings attached
Noise
Anything that interferes with the effectiveness of communication
Types of Noise
Semantic problems, absence of feedback, improper channels, physical distractions, status effects, and cultural differences
Common Sources of Noise
Informational filtering, poor choice of channel, poor written/oral expression, failure to recognize nonverbal signals, and physical distrations
Information Filtering
The intentional distortion of information to make it appear most favorable to the recipient
Communication Channels
The pathway through which a message moves from sender to receiver
Nonverbal Communication
Takes place through gestures and body lauguage
Proxemics
Involves the use of space in communication
Conflict
A disagreement over issues of substance and/or an emotional antagonism
4 Types of Conflict
1) Substantive Conflict
2) Emotional Conflict
3) Functional Conflict
4) Dysfunctional Conflict
Substantive Conflict
Involves disagreements over goals, resources, rewards, policies, procedures, and job assignments
Emotional Conflict
Results from feelings of anger, distrust, dislike, fear, and resentment, as well as from personality clashes
Functional Conflict
Constructive and helps task performance
Dysfunctional Conflict
Destructive and hurts task performance
5 Interpersonal Styles of Conflict Management
1) Avoidance
2) Accommodation
3) Competition
4) Compromise
5) Collaboration
Avoidance
Pretends that a conflict doesn’t really exist
Accommodation
Plays down differences and highlights similarities to reduce conflicts
Competition
Uses force, superior skill, or domination to “win” a conflict
Compromise
Occurs when each party in the conflict gives up something of value to the other
Collaboration
Involves working through conflict differences and solving problem so everyone wins
3 Results of Conflict Management
1) Lose-Lose Conflict
2) Win-Lose Conflict
3 Win-Win Conflict
Lose-Lose Conflict
No one achieves his or her true desires, and the underlying reasons for conflict remaining unaffected
Win-Lose Conflict
One party achieves its desires, and the other party does not
Win-Win Conflict
The conflict is resolved to everyone’s benefit
Negotiation
The process of making joint decisions when the parties involved have different preferences
Bargaining Zone
The space between one party’s minimum reservation point and the other party’s maximum reservation point
3 Types of Third-Party Dispute Resolution Strategies
1) Mediation
2) Arbitration
3) Ombudsperson
Mediation
A neutral party tries to help conflicting parties improve communication to resolve their dispute
Arbitration
A neutral third party issues a binding decision to resolve a dispute
Ombudsperson
A designated neutral third party who listens to complaints and disputes in an attempt to resolve them
Myth of the Fixed Pie
Mindset leads us to interpret most competitive situations as purely win-lose
