Communication Conflict and Negotiation Flashcards
5 Key Barriers to Communication
Filtering- The sender manipulates information so that it will be seen more favourably by the receiver
Emotions- Individuals may interpret the same message differently when they are angry or distraught than when they are happy
Selective perception- The receivers selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics
Information Overload- Occurs when the information we have to work with exceeds our processing capacity
Language- Words mean different things to different people.
Active Listening
Listening in interpersonal contexts is multidimensional:
* Attention- present, responsive
* Comprehension – understanding, curious
* Relation – supportive, respectful, caring, non-judgemental
Outcomes of Active Listening
If you listen to others:
* Viewed as likeable
* More trusting
* Leadership capabilities
If others listen to you:
* Increased job satisfaction
* Reduced anxiety
Conflict
- A process that begins when one party perceives that another party has negatively affected, or will negatively affect, something that the first party cares about
- Based on belief, not whether the other party actually does so or intends to
Types of Conflict
- Relationship conflict: Interpersonal relationships
- Task conflict: Work content and work goals
- Process conflict: How the work is done (roles, etc.)
Task conflict:
Can be functional but
- Co-occurring (with relationship conflict)
- Strength
- Personalities (high openness to experience & emotional stability) leads to functional task conflict.
Two Components of Conflict management
Assertiveness how concerned you are with a personal interest
Cooperativeness how concerned you are with others’ interests.
Forcing (competing)
Imposing one’s will on the other party
Win-Lose
When to use it?
In emergencies
Vital issues, when right
To avoid being taken advantage of no other options
*Must have a power base to engage in force!
Collaborating (problem-solving)
- A situation where the parties in conflict each desire to satisfy fully the concerns of all parties
- Win-Win
- When to use?
- No opposing interests
- Important issues for both
- Have enough time
- To continue the relationship
Compromising
- A situation in which each party to a conflict is willing to give up something.
- Each party wins + loses
- When to Use?
- Mutually exclusive goals
- Time pressure
- Limited resources
Avoiding
- Ignoring or minimizing the importance of the issues creating the conflict
- Lose- Lose
- When to use?
- Unimportant issues
- Unlikely resolution
- Short-term situations
Yielding
- Accepting and incorporating the will of the other party
- Lose- Win
- When to use?
- You are wrong
- Small power base
- Build social credit for a long-term relationship
Negotiation
A process that occurs when two or more parties decide how to allocate scarce resources
Negotiation Strategies-
Distributive Approach (divide the pie)
- Resolve pure conflicts of interest (fixed resources, irreconcilable goals)
- Win-lose, get as much as you can
- Establish a bargaining range
- Make the first offer
- Reveal a deadline
Negotiation Strategies-
Integrative Approach
- Requires parties to be open, flexible, and creative
- Problem-solving
- Win-win, ensure that both parties are happy
- Builds on a long-term relationship
