Week 4 Communication and Conflict Resolution (3 Questions) Flashcards
What is the MOST CRITICAL LEADERSHIP SKILL?
Communication
Sender =
Receiver =
= sends message (written, nonverbal, verbal)
= receives the message….
this is so stupid..
C_____ affects sender, receiver, and overall transmission of message
Climate
Internal climate =
= values, feelings, temperament, stress level, listening abilities of receiver (distraction, stress)
External climate =
= weather, temperature, timing, status, power, authority, organizational culture, environment (ex noisy hallway)
Strategies
1) Leaders/manager should understand their _____’s structure and understand __ is affected by decisions
2) NOT a ___ way channel
3) Senders should seek ____
4) _____ communication methods should be used
1) organization’s, who
2) one
3) feedback
4) multiple
Channels of communication
1) Upward =
2) Downward =
3) Horizontal =
4) Diagonal =
5) Grapevine =
1) = subordinate to superior
2) = superior to subordinate
3) = peer to peer
4) = btw individual at differing heirarchy lvls and job classifications
5) informal, haphazard, random, GOSSIP, be careful, if your gonna do it, do it in private
Listening - GRRRR
G R R R R
Greeting - establish + and mutual respect
Respectful listening - don’t interrupt
Review - summarize message
Recommend/Request more info
Reward - recognize collaborative exchange, say thank you
Conflict =
- is a ____ thing, is it good or bad?
= internal or external discord that occurs as a result of differences in ideas, values, beliefs of 2+ ppl
- natural, neither good or bad
Too little conflict ->
Too much ->
- > Stasis
- > reduced org. effectiveness, eventual immobilization of employees
Conflict theory =
= conflict is neither good or bad
- produces growth OR destructive
Intrapersonal conflict =
Interpersonal conflict =
Intergroup conflict =
= within oneself
= btw two people
= btw groups
Conflict Process ->
Latent -> Felt, Perceived -> Manifest -> Conflict resolution/management -> Conflict aftermath
Common causes of Organizational conflict
- poor communication
- inad. defined org. structure
- individual behavior
- unclear expectations
- ind/group conflicts of interenst
- staffing changes
- diversity
Compromising =
= each party gives up something it wants (of equal value), win-win
Competing =
= one party pursues what it wants at EXPENSE OF OTHERS
(winning regardless of cost to others) win-lose
Cooperating/accommodating =
= opposite of competing, ONE PARTY SACRIFICES believes and allows other part to win (win-lose)
Smoothing =
= one party pacifies other party by FOCUSING ON AGREEMENTS rather than differences to MINIMIZE EMOTIONAL CONFLICT (rarely results in resolution though)
Avoiding =
= parties are aware of conflict, but choose not to acknowledge or attempt to resolve it
Collaborating =
= all parties set aside original goals and work together to establish a SUPRAORDINATE or PRIORITY COMMON GOAL
- mutual responsibility for reaching goal, assertive and cooperative, win win
Conflict Resolution Tips
- Focus on ____ of disagreement, not on _____
- Arrive at solutions acceptable to ____ concerned
- Get ___ info possible, differentiate btw facts and opinions
- Listen _____- do not prejudge
- Do not belabor how conflict ____ - concentrate on ____ from happening again
- concentrate on u_____ not a_____
- cause, personalities
- everyone
- all
- carefully
- occurred, prevent
- understanding, agreement
Negotiating Strategies
- use ____ statements, listen, keep open mind
- discuss i____, not personalities
- be h____
- D____ when confronted with something totally unexpected
- Know bottom line, but try not to use it
- take ____ if either party becomes angry or tired
- factual
- issue
- honest
- delay
- breaks
Destructive negotiation tactics =
= intimidation, manipulation, ridicule, ambiguous, inappropriate, flattery, gestures of helplessness, aggression
Negotiation Closure and Follow Up
- end on a ____ note
- restate final ____
- hide astonishment at your success
- make other party feel like he/she also ___
- ____ up with a m___
- friendly
- decision
- won
- follow, memo
