Exam 1 Flashcards
Discuss barriers to effective communication
Different mental models/ personal mindsets
Cultural context: different words mean different things; slang, y’all
Nonverbals: pointing can be taken in a bad way, crossed arms taken as annoyance regardless of language used
Distractions: watching television and not listening or overloads, too much going on at once
Wrong Channel of communication
What is included in rich communication?
Caring, tone, thoughtful intent, clarity, interpretation, two-way, explanation, nonverbals
Which is better lean or rich communication, why?
Rich communication is better in most circumstances, but not always necessary depending on the situation
What are nonverbals used for?
reinforcing the message, not contradicting it
making sure your message is clear and not sending mixed signals
4 types of nonverbals
- Kinesics
- Haptics
- Proxemics
- Chronemics
Kinesics
visual- such as eye contact or nodding
Haptics
tactile- such as using touch to show empathy, high fiving, pat on the back
Proxemics
use of space- sitting at a round table to show equality, professors having an open door or not
Chronemics
use of time- making time for someone shows caring, communicates status, validates
3 types of listening
- Passive
- Attentive
- Active
Passive listening
trying to absorb information, not reacting or responding
Attentive listening
more focused, filling in gaps (making assumptions), starting fitting the information together
Active listening
most engaged, responding to the information
3 components of listening
- Sensing
- Processing
- Responding
Sensing
passive listening; just hearing
Processing
attentive listening; evaluating, starting to interpret things
Responding
active listening; fully aware of nonverbals, asking questions, reading between the lines, probe, following up
3 benefits of active listening
- increases information flow: able to probe and follow up and clarify on things you aren’t able to when just hearing; more likely to come up with better solutions
- validates relationships: builds relationships as a result of information flow
- leads to effective problem solving
6 ways to be better at active listening
- Don’t rehearse
- Avoid distractions
- Empathize: be aware of nonverbals
- Aware of the context if there is one; knowing a relationship history with someone
- Clarify/ Paraphrase
- Follow-up/ Probe
High context vs. low context
high: lots of information
low context: straight shooter, say what you mean
6 concerns with virtual communication
- anonymity and lack of social cues could incite more aggressive communication behavior
- less likely to be truthful in negotiation than when face-to-face
- harder to build up trust and rapport
- unequivocal importance for face-to-face communication than with other channels
- reduces impact of nonverbal behavior
- can miss inflection and emphasis that comes from tone and gesture
6 steps of being persuasive
- understand others needs and motivation
- establish credibility
- framing for a common ground: how you see things, perspective
- joint problem solving
- support with logic and reasoning
- emotional appeals
Discuss 3 emotional appeals
- Reciprocity: ‘calling in a favor’, a mutual exchange of privileges
- Scarcity: limited quantity, time or amount
- Consensus: accepted norms, peer pressure
3 theories of persuasion
- Inoculation Theory
- Cognitive dissonance
- ACE
Inoculation Theory
anticipate the objections of the persuadee and address them before they arise
Cognitive dissonance theory
beliefs do not align with actions, persuader tries to restore dissonance
ACE
appropriate: external comparisons, the right thing to do based on accepted norms
consistent: internally consistent
effective: reasoning, leads to a desirable outcome
4 components of Political Skill
- Political astuteness- awareness
- Apparent sincerity- honesty
- Interpersonal influence
- Networking ability
5 ways to avoid being manipulated
- Be clear on your convictions and why you hold them
- Think substance, not appearance
- Doubt the truth of what’s being said
- Know the source
- Consider the needs of others besides yourself
Issues vs. Interests
Issues: negotiating points, surface level
Interests: what you want, deeper
Functional conflict
- Creates opportunity to communicate
- Identifies problems, drivers of change
- Increases Motivation
Dysfunctional conflict
- Represents a breakdown
- Undermines relationships
- A problem
- Causes distrust
6 steps in preparing for a negotiation
- Identify issues and interests
- prioritize issue and interests
- develop initial positions
- do research
- consider other party- understanding- successful negotiators spend more time thinking about opponent
- consider alternatives
Ethical perspectives
Equity: utilitarian, rights, justice
Equality: greatest good. focus on right and rules
List and describe 4 styles of conflict resolution
- Accommodation- yielding
- Avoiding- inaction
- Competing- forcing
- Compromise- mutually beneficial
What does BATNA stand for?
Best alternative to a negotiated agreement
4 identifiers of BATNA in a negotiation
- Ultimate resistance point
- Framing
- Initial offers
- Reciprocity
Discuss when reciprocity can be positive/negative
Positive-
• can set up a virtuous cycle (starting a positive exchange)
• established trust
• exchange favors
Negative-
• depends on frame (using reciprocity for blackmail)
• tit for tat (you buy someone a nice gift and in return they give you a bad gift so next time you give them a bad gift)
Framing in negotiations
context/perceptive in negotiation, way you view a negotiation; influences your behavior
- can be positive or negative: positive framing leads to more successful negotiations
- initial offer: can frame/anchor a negotiation
- may be necessary to reframe if a negotiation is negative/going badly
Reciprocity in negotiations
exchange, adds an emotional appeal
- if someone does something for you, you owe them
- noted as one of the most powerful principles there is in negotiation
Distributive bargaining
adversarial, veiwed as a zero-sum game
outcome is seen as more important than the relationship
Integrative bargaining
parties collaborate to find a “win-win” solution to their dispute; focuses on developing mutually beneficial agreements based on the interests of the disputants
Leverage in negotiations
Related to Credibility: focus on your position, repetition and reinforcement
Coalition Building: peer/horizontal relationships, leverage/credibility through numbers
4 steps of bargaining
- Opening
- Target
- Reservation/resistance
- Settlement
Settlement zone
the difference between the resistance points if numerical difference is... positive: likely to agree negative: agreement not possible equal: unlikely to agree
4 factors that influence ethical behavior (while bargaining)
1. contextual • accountability: big corporation vs. mom and pop shop; do people act ethically even when no one is looking • ambiguity: can we use knowledge that we have 2. personal • Machiavellianism • instrumentality (I need the money) 3. Cultural • laws 4. Norms • professional • organizational
List and describe 4 hardball tactics
- bogey- fake position, willing to “sacrifice”
- nibbles- nickle and dime
- intimidation
- boulwarism- take it or leave it
3 steps to fostering integrative negotiations
- Prepare: emphasize understanding other, look to interests
- Focus: material gains, focus on relationship but don’t depersonalize
- Techniques: ask questions, validate other side, avoid hardball
Explain 2 dilemmas faced by parties in integrative negotiations
Dilemma of trust- essentially how much you believe on the other party to be truthful with you
Dilemma of honesty- how much about your position and motives you will disclose to other party
3 categories of barriers
- Sender issues: such as with encoding
- Receiver issues: decoding, information overload
- Environmental issues: noise
Outline the process of communication
Sender: encodes ideas, creates message Transmitted on medium Receiver: decodes message, creates meaning, encodes response, creates message Transmitted on medium Sender: decodes message creates meaning
*noise can be present for all
Noise in communication
any distortion factor that block, disrupts or distorts the message sent to the receiver, interfering with the communication process
4 strategies for effective persuasion
- ask a favor
- push for stereotyped response
- consider the effect of the context
- consider the effect of timing
