Chapter 6 - Managing communication, negotiation and conflict Flashcards
4 types of non-verbal communication cue
Visual
Tactile
Vocal
Use of time/space/image
3 levels of conflict
Intra-personal - WITHIN individual
Inter-personal - BETWEEN 2/+ individuals
Systemic - wider organisational issue
Thomas-Kilmann framework - 5 strategies
Accommodation - high coop, low assertiveness
Avoidance - low coop, low assertiveness
Compromise - middle of road, both parties win-win
Competition - low coop, high assertiveness
Collaboration - high coop, high assertiveness
Mainwaring - 4 strategies for managing conflict
Stimulation & orcchestration
Suppression
Reduction
Resolution
5 other ways of managing conflict
Counselling Coaching Mediation Team building Physical separation
Cyert + March: 4 ways of resolving stakeholder conflict
Satisficing
Sequential attention
Side payments
Exercise of power
Negotiation: 4 stage approach
Preparation phase
Opening phase
Bargaining phase
Closure phase
Influence: Cialdini’s 6 weapons of influence R CLASS
Reciprocity Commitment and consistency Social proof Liking Authority Scarcity
What name is given to any phenomenon that reduces clarity of message during communication process?
Noise
Define communication
The process of transmitting information from 1 individual/group to another individual/group
What phrase describes the tendency for a ‘hostile’ receiver to misinterpret the message?
Receiver conflict
If an individual tries to enforce his views on others, disagreements may arise due to…
Conviction beliefs
