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Leadership Final Exam > Week 4 Communication and Conflict Resolution (3 Questions) > Flashcards

Week 4 Communication and Conflict Resolution (3 Questions) Flashcards

1
Q

What is the MOST CRITICAL LEADERSHIP SKILL?

A

Communication

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2
Q

Sender =

Receiver =

A

= sends message (written, nonverbal, verbal)

= receives the message….

this is so stupid..

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3
Q

C_____ affects sender, receiver, and overall transmission of message

A

Climate

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4
Q

Internal climate =

A

= values, feelings, temperament, stress level, listening abilities of receiver (distraction, stress)

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5
Q

External climate =

A

= weather, temperature, timing, status, power, authority, organizational culture, environment (ex noisy hallway)

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6
Q

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

A

1) organization’s, who
2) one
3) feedback
4) multiple

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7
Q

Channels of communication

1) Upward =
2) Downward =
3) Horizontal =
4) Diagonal =
5) Grapevine =

A

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

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8
Q

Listening - GRRRR

G 
R
R
R
R
A

Greeting - establish + and mutual respect
Respectful listening - don’t interrupt
Review - summarize message
Recommend/Request more info
Reward - recognize collaborative exchange, say thank you

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9
Q

Conflict =

  • is a ____ thing, is it good or bad?
A

= internal or external discord that occurs as a result of differences in ideas, values, beliefs of 2+ ppl

  • natural, neither good or bad
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10
Q

Too little conflict ->

Too much ->

A
  • > Stasis

- > reduced org. effectiveness, eventual immobilization of employees

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11
Q

Conflict theory =

A

= conflict is neither good or bad

  • produces growth OR destructive
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12
Q

Intrapersonal conflict =

Interpersonal conflict =

Intergroup conflict =

A

= within oneself

= btw two people

= btw groups

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13
Q

Conflict Process ->

A

Latent -> Felt, Perceived -> Manifest -> Conflict resolution/management -> Conflict aftermath

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14
Q

Common causes of Organizational conflict

A
  • poor communication
  • inad. defined org. structure
  • individual behavior
  • unclear expectations
  • ind/group conflicts of interenst
  • staffing changes
  • diversity
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15
Q

Compromising =

A

= each party gives up something it wants (of equal value), win-win

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16
Q

Competing =

A

= one party pursues what it wants at EXPENSE OF OTHERS

(winning regardless of cost to others) win-lose

17
Q

Cooperating/accommodating =

A

= opposite of competing, ONE PARTY SACRIFICES believes and allows other part to win (win-lose)

18
Q

Smoothing =

A

= one party pacifies other party by FOCUSING ON AGREEMENTS rather than differences to MINIMIZE EMOTIONAL CONFLICT (rarely results in resolution though)

19
Q

Avoiding =

A

= parties are aware of conflict, but choose not to acknowledge or attempt to resolve it

20
Q

Collaborating =

A

= 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
21
Q

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_____
A
  • cause, personalities
  • everyone
  • all
  • carefully
  • occurred, prevent
  • understanding, agreement
22
Q

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
A
  • factual
  • issue
  • honest
  • delay
  • breaks
23
Q

Destructive negotiation tactics =

A

= intimidation, manipulation, ridicule, ambiguous, inappropriate, flattery, gestures of helplessness, aggression

24
Q

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___
A
  • friendly
  • decision
  • won
  • follow, memo

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