Communication, Conflict and Negotiation MGMT 370 Ch. 15.
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Transcript of Communication, Conflict and Negotiation MGMT 370 Ch. 15.
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