Communication, Conflict Communication, Conflict and Negotiationand Negotiation

MGMT 370 MGMT 370 Ch. 15Ch. 15

Communication ProcessCommunication Process

Effective CommunicationEffective Communication Efficient CommunicationEfficient Communication PersuasionPersuasion CredibilityCredibility ChannelsChannels

Communication BarriersCommunication Barriers ChannelsChannels Communication skillsCommunication skills NonverbalsNonverbals–Mixed messagesMixed messages

Physical distractionsPhysical distractions StatusStatus– FilteringFiltering

Effective CommunicationEffective Communication Active listeningActive listening FeedbackFeedback Use of spaceUse of space Channel richnessChannel richness TechnologyTechnology– Electronic grapevineElectronic grapevine

Interactive managementInteractive management–Management by Walking AroundManagement by Walking Around

CONFLICTCONFLICT

Substantive Substantive EmotionalEmotional FunctionalFunctional DysfunctionalDysfunctional Causes?Causes?

Conflict ManagementConflict Management Conflict ResolutionConflict Resolution StylesStyles–AvoidanceAvoidance–AccommodationAccommodation–CompetitionCompetition–CompromiseCompromise–CollaborationCollaboration

Conflict ManagementConflict Management Lose-loseLose-lose Win-winWin-win

NEGOTIATIONNEGOTIATION Substance goalsSubstance goals Relationship goalsRelationship goals Criteria of effectivenessCriteria of effectiveness–QualityQuality–Cost Cost –HarmonyHarmony

NEGOTIATION APPROACHESNEGOTIATION APPROACHES

Distributive Distributive Principled Principled IntegrativeIntegrative Best Alternative to Negotiated Best Alternative to Negotiated

AgreementAgreement Bargaining zoneBargaining zone

NEGOTIATION OBSTACLESNEGOTIATION OBSTACLES Fixed pieFixed pie Escalation of conflictEscalation of conflict OverconfidenceOverconfidence Ignoring others’ needsIgnoring others’ needs Telling, not hearingTelling, not hearing

THIRD PARTY RESOLUTIONTHIRD PARTY RESOLUTION OmbudsOmbuds MediationMediation ArbitrationArbitration OnlineOnline